Research On The Improvement Of Service Quality Of Commercial Bank Outlets

Under the background of China’s financial market becoming more and more intense,commercial banks are faced with unprecedented challenges.Commercial bank,customer resource is the important strategic resource,how to improve customer satisfaction,to seize more customers resources,has become the core problem of their market competitiveness of China’s commercial banks to enhance the current market economy environment.The relevant theories of domestic and international customer satisfaction in reading and then,starting from the actual situation of M bank,using survey research,literature analysis,case analysis,system analysis of the specific circumstances of the bank in terms of customer satisfaction,the core factors are studied,and through the questionnaire on the market collect a lot of first-hand information,make a research on the basis of M bank customer satisfaction management by objective problems.Analysis of M bank in customer satisfaction problems.Finally,aiming at the existing problems,from the optimization of staffing,improve the overall quality of staff,the use of "Internet plus" to improve service efficiency,improve network information service level,reduce the pressure to do business shunt network business,improve customer complaint handling mechanism etc.put forward the customer satisfaction strategy of M bank.To the practical problems existing in the construction work of customer satisfaction as the starting point,put forward a series of highly targeted comments and suggestions,hoping to provide some theoretical support for the strengthening of bank M to enhance customer satisfaction and market competition ability.