The Service Quality Evaluation And Improvement Strategy Deyang Of Jingyang Branch Network Of The Agricultural Bank Of China

By the nature of bank, it belongs to retail service industry, every part or person ofthe bank are all centering on the service. Using some kinds of channel to extend itsservice product and obtain profit. So, services management is an important content ofthe commercial bank. The superiority and inferiority of the commercial bankmanagement condition is depended on its service management level and qos. Accordingto domestic banks, man and object are the main factors which affect the banks’ servicequality.“Man” is the professional quality and service attitude of the bank staff, it needstaff put more personal emotion into their work.“Object” is the office equipment,hardware facilities and service environment etc. It need improve the technical qualityand hardware facilities. The improving of the banks’ service is based on the twoimportant factors. A series of service which is provided to costumers constitute thecommercial bank service. The satisfaction degree of costumers will directly affect therevenue, reputation and market share of the banks. The high qos will affect thecustomer’s value， enhance their satisfaction and loyalty of banks，and improve thebanks market competitiveness.The thesis investigate the situation of service management and service quality ofDeyang Jingyang branch network of the Agricultural Bank of China，enumerate thecurrent problems influencing its own business development，analyzes its reasons. Thenaccording to the ISO9000quality management system and the basic theories which areabout customer satisfaction and service management, we make service qualitypromotion strategy and the network service quality standard from the customer’s pointof view. Through the establishment of dot high-quality civil service spirit, re-classification of the dot, the reasonable configuration of no-deposition, make networkhardware management principle, combing the network service process standards, tobuild an initial network service management model. Through the development ofnetwork marketing transformation of management principles, to solve the hierarchicalservice, service differentiation, integration of customer resources. Through thedevelopment of network software management principles, standards, establish theservice management responsibility mechanism, from the regulations on constraintnetwork staff service specification. Through special training to improve the service quality,reasonable avoid disadvantages of age structure of staff, improve staff skills andspecial, mining with professional talents for the development, building a team ofqualified financial services team. Finally, based on the case of retail business datamulti-dimension compared to the promotion strategy, we make evaluation andsummary.