Research On The Service Quality Of Banks Based On The Service Standardization

As an important part of the service quality of banks,windows service quality plays as the cornerstone during banking development.The level of the banking windows service quality directly influences customer experience and customer satisfaction.It is the premise of building harmonious customer relationship and establishing customer loyalty.Therefore,improving the banking window service quality is of great significance to the development of the banking industry.The main problems in bank J window service are summarized based on the research of Bank J,and combined with the internal investigation on bank J and the authors' several years of working experience in bank J.Combined the characteristics of bank J and problems during its window service,a bank window service standardization system model is conducted according to the service industry organization standardization theory.Taking the service standard system as the focus,from the dimension of the service base,service provision,service protection,we construct a special window service standardization system for bank J.Based on the existing problems of bank window service and the bank's internal investigation,this paper analyzes and summarizes the voice of customer(VOC)for banking window service.Based on the VOC,combining the Quality Function Deployment(QFD)theory,we finally obtained three level indicator weight for bank J's window service standardization system.Through the analysis of the three index weight of bank J's window service,we have got the 5 largest weight three-lever-indicator of service standardization.And insure the service indicators which should be standardized prior,in order to improve service efficiency and improve customer satisfaction.Service standardization system and the QFD theory were combined in a creative way to establish window service standard system of bank J,we analyzed contents that are closely related to the VOC and others should be standalized prior in the bank-window-service standards and conducted a preliminary exploration to the window service standardization construction of the banking industry,that will play as a good guidance for the future promotion and establishment of bank-window-service standards.