Research On Improving The Service Quality Of Retail Bank Business

Entering into the 21st century, the banking industry is becoming more competitive. That the operating conditions of foreign banks are gradually lifted would have a great impact on China's commercial banks, especially their retail business. The quality of service of a commercial bank, which is highly correlated with its cost-effectiveness and competitiveness, is the cornerstone to survive. In China, commercial banks however, have a long way to run to level the foreign banks in the scientific management and quality of services. Therefore, there are the fundamental requirements of retail business management and the quality of services for China's commercial banks to achieve a qualitative leap to calmly cope with the challenges of foreign banks. Meanwhile, various management ideas are surging, and the introduction of modern management thinking and method has become a flourishing fashion. Six Sigma Quality Management System, as a management philosophy of optimization and precise of production and management of enterprise-wide processes, is gradually attached importance to by people. Foreign banks'successful experience in the application of Six Sigma has further proven its implementation feasibility in the banking industry. In this context, the topic under research has a theoretical and practical significance for improving competitiveness of retail business and promotion of micro-level reforms of China's commercial banks.This paper firstly reveals the services quality management status of domestic commercial banking, and after the introduction of foreign banks'successful experience in application of Six Sigma, feasibility of implementing Six Sigma management in China's commercial banks'retail business is discussed. The paper then elaborated on the core concepts and the improved model of Six Sigma, and an analysis of the elements to ensure the successful application of Six Sigma in China's commercial banks is conducted. On this basis, a method to improve the quality of service in commercial banks'retail business is built with DMAIC model of Six Sigma. Finally, on the basis of fully understanding the needs of the clients and the status quo of retail business of commercial banks, this paper builds a service quality improvement evaluation system of the retail business with the application of SERVQUAL model to measure the results before and after the implementation of Six Sigma.