The Research On Service Recovery Of Harbin Bank

It is getting more difficult for the banking industry to keep the advantages in the more fierce competitive environment. The situation becomes even more severe after China's entry into the WTO. The foreign-funded banks can now conduct the transactions concerning RMB. And the commercial banks in China will face a more competitive environment. While the characteristics of the commercial banks, such as the intangibility, heterogeneity, inseparability of the consumption from it's production, perishability, and the subjectivity of customers' evaluation on service quality, etc., render it impossible for the banking system to serve with "zero defect". Service Recovery enables the banking departments to make a timely and active reaction when a service defect occurs. It helps prevent from the possible, negative consequences of the service defect, so as to keep the relationship with the customers, to turn the unsatisfactory customers into satisfactory ones and to reduce the loss rate of the customers. Service Recovery is one of the best and most indispensable means for the commercial banks to increase the profits and strengthen their competitive power.This dissertation studies the types and reasons of the service defect. By introducing the relative theories concerning the service quality administration, it helps construct Service Recovery system in Harbin Bank. It aims to survey the ability of Harbin Bank'performance and the process and direct the banking industry to administer its service management in a more systematical and more scientific pattern so as to solve the problems that exist in the present banking service system. It aims to realize the continuous improvement of the service qualities and the continuous increase of the contentment of the customers so that it enables the improvement of the nuclear competitive power in Harbin Bank.This dissertation is completed in 5 chapters.Chapter 1, Introduction to the background, significance, content and framework, and the approach of the study.Chapter 2, The present administrative situation of Harbin Bank. It analyzes the reasons of the service defect and the present administrative situation of Harbin Bank on the basis of the research of Harbin Bank.Chapter 3, The reconstruction of the service administration process in Harbin Bank. It optimizes the framework of the service recovery administration and the administrative process on the basis of the analysis of the current materials on both aspects.Chapter 4, The construction of the administrative system of Service Recovery in Harbin Bank. On the basis of studying the current problems and the principle of Service Recovery, it establishes the administrative system model of Service Recovery and analyzes the sub-branches respectively considering the "disparity analysis model" of the service quality and the standard of the service quality,Chapter 5, The implementary assurances of the operation of Service Recovery in Harbin Bank. It put forwards the maneuver of the operation from the perspective of the organization assurance, the personnel training, and the reinforcement of its relationship with the clients.