Research On Improvement Of Service Quality Of Business Outlets In ICBC Lanzhou Branch

Outlets are the business positions for a bank,it is the most important link to the customer,is the most direct window of the service, is the most important display platform of the bank corporate image,is the most direct communication channels of bank corporate culture,It is the basis of the development of bank, the quality of service and the service level,have directly effect on the corporate image, social reputation and competitiveness of commercial banks.Therefore,commercial banks pay more and more attention to the management of service level, through improving service attitude, service quality to improve service efficiency,so that improve the overall service level, and enhance their competitiveness.Industrial and Commercial Bank of China as the leading boss of the state-owned commercial banks, has been focusing on the channel construction and management of business outlets since its establishment in 1984,the past 30 years witnessed the reform and innovation of the service concept, but also encountered many problems in practice.As for the outlets in Lanzhou,through the research can be seen,the facilities are too old, equipment is not complete, the environment is not enough clean, service is not standardized,the service staff are aging, service efficiency is low, the time of waiting is too long, service attitude is poor, the overall service level is to be promoted.This paper analyze the actual existence of these problems through a series of research in the form of the questionnaire, and noted that the key issues,then in-depth and detailed analysis the overall level of service outlets, and then use the qualification certification management theory.and performance management theory to analysis ways to improve the quality of service in ICBC Lanzhou outlets,Finally put forward some strategic and constructive strategies and suggestions to change the image in the customers, improve service quality, improve customer relationship, so as to increase customer acceptance, to improve the level of corporate profits.