Research On The Advantages And Disadvantages Of The Four State-owned Commercial Bank Branches Services

Network of banks is the most basic part of modern commercial banks. Under the background of organizational structure, these branches have the business of deposits, loans, banking, bills, bank cards, and so on. Banks'branches are not only the place to conduct businesses, but also the windows to marketing themselves. The performance of commercial banks depends on every one of their branches. It can be said that bank branches'represent image and quality of one bank. Therefore, the importance of raising the service quality of commercial bank branches is significant.Domestic banking services have been greatly improved in recent years, but some problems still exist. This is mainly due to a long period of state-owned banking monopoly, and too high transfer costs, so customers do not want to choose other service providers. Moreover, because of the high cost, many state-owned commercial banks unwilling to improve their service levels; in addition, sometimes customers have to wait for more than one hour, more and more customers are not satisfied with the standard of banking services, particularly, the Four State-owned banks.Since the opening up of financial markets, domestic banks face more and more competition from foreign banks. Foreign banks have more advantages in talent, high-end customers, products innovation, and service quality. How to continuously improve the service environment, service quality and customer satisfaction, has become the important works of domestic banks. Therefore, it is necessary to compare the differences of different banks'branches, and find out what their problems are, what their advantages and weaknesses are.This paper draws on customer satisfaction measurement model and the SERVQUAL model. The two models have been used widely and are mature on research service quality and satisfaction at home and abroad. Empirical research method is a statistical method (such as descriptive statistics, factor analysis, and regression analysis)This paper includes four parts, research on Literature, network system of performance indicators, preliminary analysis of the advantages and disadvantages and the final comprehensive analysis.First is the definition of the scope of bank services. This part is to sort out the relevant literatures, to find out the scope of commercial banks services. Then we visit bank branches'managers, and define the scope of commercial banking network services.Secondly, we research on the index system of networks services. We design pre-test questionnaire, send the pre-test questionnaire to customers in different banks branches. Pre-test questionnaires do not pay attention to customers' backgrounds, but guarantee a random distribution in order to avoid error or bias. Then, we obtain thousands of datas and analyse these datas. We Use the statistical method to get the main services of bank branches, including:Service Standards, Service Attitudes, Service Environment, Self-service Equipments and the Service of Hall Managers. These aspects include different factors too.Thirdly, we analyze the advantages and disadvantages of the four major state-owned commercial banks branches' services. The questionnaires are based on the outcomes of the second part. Then, we analyze these dates and get the preliminary outcomes.Finally, it is a summary. With the combination of the above preliminary conclusions, we analyze the advantages and disadvantages of the four state-owned commercial banks network services in-depth comparison, then conclude the advantages and disadvantages of network services:1, ICBC branches have obvious advantages in the coordination of clients and employees, equipment stability, and the lobby manager' role, but have disadvantages on the service attitude, the advancement and convenience of self-service equipment;2, ABC has obvious advantages on the numbers of branches and convenience of self-service equipment, but bad on the service environment, service standards, and the role of lobby managers; 3, BOC has obvious advantages on the service environment, service attitudes, service standards and the role of lobby managers, but too few distribution outlets;4, CCB has absolutely advantages on staff courteous and the conscientious of lobby managers, but poor in the branches'regionalism, the coordination of clients and employees, and the role of lobby managers.