Study On The Service Quality Promotion Of A Commercial Bank

Bank service quality promotion is improve the core competition of modern commercial bank mainly to provide high quality of banking services is not only China's modern commercial bank unremitting pursuit and the banking of our country under the new situation coping the inevitable choice of new challenges.Especially in today the commercial bank financial products without significant difference,business outlets number basic has been able to meet the actual needs of customers,the bank's service quality is become the main factors that affect the customer choice behavior.The to a commercial bank outlets service quality evaluation and improvement strategy as the main research content,first of all concepts related to commercial bank service quality were defined,related theories on the service quality of commercial bank is discussed in this paper.Secondly,this paper on a commercial bank service quality questionnaires were questionnaire survey,it is found that there is low service efficiency of a commercial bank network quality of service,service process redundant propagation and service quality is not high.Analyzes the reasons for the quality of network services business problems are mainly in human resources,technology,culture and other reasons.Again,the basic analysis above,in order to improve the service efficiency,optimize service processes,put forward the lifting scheme of a commercial bank outlets service quality three aspects to enhance the quality of service.To improve the service efficiency of strategies including strengthening the rational layout,building new outlets outlets operating management system etc..The optimization of service process strategy including management process,operation process and service process in three aspects.To enhance service quality including promotion network integrated services,maintenance of financial services information technology system reliability etc..Finally,this paper puts forward some measures to enhance the protection of the quality of service of commercial bank outlets.Mainly includes strengthening the training of network personnel,strengthen the construction of professional sales team,different customer managers to maintain the appropriate customer base,optimize the allocation of human resources network.Constantly strengthen technological innovation,maintenance of financial services information technology operating system reliability,the corresponding technical training system innovation,to maintain the performance of financial products,excellent reliability.To create a good corporate culture,innovative values,innovative behavior norms,innovative ways of management.This paper focuses on the needs of the banking business,the reality of a commercial bank outlets service quality is analyzed,and some basic theories of service management and customer satisfaction,and puts forward the scheme to clear outlets to enhance the quality of service.Hope this program can be used for reference and guidance to a commercial bank business department network service process,and can effectively improve the management level of business outlets.