The Study Of Improving Commercial Banking Service Quality

Service quality is one of important contents of core competence of modern commercial banks, and it also represents core competence of commercial banks. We know that providing high quality banking service is ceaseless effort of commercial banks. However facing new challenge of present situation, these banks must do thus. WTO's protection for Chinese finance comes to expire; competence among finance shall become more severe. If Chinese banking want to succeed among the drastic competence of domestic and overseas commercial banks, they must change service concept, recognize the importance of service quality of commercial banks, rebuild perfect service system, and better service quality. This article begins with the background of improving service quality, illustrates basic content of service quality, and describes aims and practical significance of researching how to improve service quality. By analyzing the present situation of commercial banking and its problems, this article indicates that satisfaction degree of customers with domestic commercial banking service slides down, which results relatively weaker competence and it also analyzes the different service quality between domestic and overseas banking.The method of full improving service quality of commercial banks and the principle, objection and required six necessarily works to improving service quality are illustrated in this article. From four main points: pushing series standardization services, establishing mechanism of dealing with of customers' query, strengthening synthesizing services function, quickening establishing sales groups, the article explicated physical policy of improving services of domestic commercial banks, putting forward practical financial services innovative theory and strategy, combined by actual services of domestic commercial banks. This article especially discussed the theory basis and actual option of improving service quality of commercial banks on these aspects: full carrying out standardization services standard, mystery person inspection and initial employee silence visit, non-spot inspection, establishing mechanism of dealing with of customers' query, diversity services and differentiation of customer, building electronic services function, training and tracking of high quality services and competition through front ground, back ground and internet, etc, which has great helpfulness of improving commercial banks' services quality. Many viewpoints and operation criterion in the article lead the field in commercial banks. From full fulfilling scientific development opinion, speed pushing stratagem changing, strengthening market competition, actual improving services quality of commercial banks, increasing customers' satisfaction degree to building socialistic harmonious society, the article play an important role in all of above aspects.