The Research Report On Service Quality Of Bank Of China Wuhu Branch

With theincreasinglyfiercecompetition inthebankingindustry,customersare increasingly highdemands on the services provided by banks. Thecommercial bankshave many problems in service: businessoutletsqueuing for a long time, lowefficiency,theoverallpoor quality of serviceproblemsalso occur frequently. The servicequality of commercialbankscaused the wideattentionofcustomers andcommercialbanks.From the overall situationof commercial bank, lack ofservice capacityand serviceconsciousnesshasbecome theoutstandingproblem influencing theevaluationofcustomerservice.This article takes the way of combination of questionnaire and on-the-spot investigation, using the survey data for writing. Firstly analyzes the main factors affecting the quality of banking services and the evaluation criteria. Through the analysis of influence factors and the establishment of evaluation criterion, two different subjects to employees and customers to design the questionnaire. Staff questionnaire mainly about the content of the work efficiency and service consciousness, system construction.Customer questionnaire mainly around the banking products, operating environment, service process and content such as bank brand image design problems, through different angles in order to achieve the purpose of better quality banking services. After the completion of the questionnaire design, on the Bank of China(Wu Hu Branch) with the method of sampling survey issued to employees 50, customers100 questionnaires, and recycling the 44, 75 valid questionnaires, the correlation function of Excel for statistical analysis of data obtained according to the analysis found that the bank has done better in staff training, brand image and business environment, but the bank service also has some problems:staff expertise, financial product innovation, network infrastructure environment and customer’s complaintmechanism. At last, according to survey results and analysis of the problems put forward relevant suggestions for the improvement of banking service quality: strengthening the consciousness of service and improve the efficiency of service; use higher service standards improve service quality; dynamic pricing and diversified supply of products to attract customers; based on scientific humanized design business environment; Establish a mechanism for the fast handling customer complaints.