Research Of QFD Applied In Bank Of Communications Baotou Branch

With the rapid development of the market, the completion between commercial banks becomes increasingly fierce. In the environment of gradually opening financial market, increasing core competitiveness becomes the most important thing for commercial banks to gain more profit. Accordingly, the improvement of service quality is the key for commercial banks to increase the core competitiveness. Only increasing customer satisfaction to a great extent and pertinently putting forward measures to improve its service quality, the commercial banks can dominate the market better and strive for more customers.This paper issued questionnaires to the customers of Bank of Communications Baotou Branch, the questionnaire is the paper's research data. The data in this paper the reliability and validity is inspected, its'regression is analysised. Thus is the base of the research to improve service.Quality function deployment (QFD) translates the abstract need of customers into the specific measures of Bank of Communications Baotou Branch through translating customer need into technical indexes for each relevant department as well as the decomposition step by step, and works out the priority among measures. This paper considers not only customer demand, but also the physical truth of Bank of Communications Baotou Branch and makes the service mode efficient and feasible.Construct the quality house and find out the service measures that Bank of Communications Baotou Branch should strengthen.Confidentiality and safety degree, staff trust, service efficiency and etc. have the most influence to satisfaction. In the improvement of service mode, the relative weight of operating accuracy is large and the relative weight of polite manners, hardware equipment and etc. are small for the sales department, so its operating accuracy should be improved first. The relative weight of financial product price is large and the relative weight of credit card business is small for personal cash handling department, so its important part is formulating rational financial products price. The relative weight of the loan reliability is large and the relative weight of loan convenience and interest rate reasonability are small for credit department, so it should strive to enhance the loan reliability.