Design And Implementation Of Customer Service System For Postal Savings Bank Of AnShan

With the enrichment of banking business,the quality of customer services is constantly being concerned by all the stakeholders,e.g.,the companies,depositors.As a soft indicator to measure the development of a bank,the banking services are also becoming more and more important in evaluating the development of a bank.Anshan Postal Savings Bank,as a branch of China Postal Savings Bank in Anshan,also put the quality of customer service experience at first.On the one hand,it can improve the working efficiency of Anshan Postal Savings Bank.On the other hand,it can also reflect the customer service quality of China Postal Savings Bank.However,several problems exist in Anshan Postal Savings Bank,including the long waiting time for customers,the extreme complexity of customer services,and the quantification of customer services.To handle the above problems,this paper tries to improve the quality of customer services with the Customer Service System for Postal Savings Bank of AnShan.Based on the survey about the current status of customer services in the bank and the feedback by the customers,this paper designs and implements a system with five main modules,including online reservation,online customer services,local service management,service effectiveness analysis and customer management.We develop the system based on the B/S(Browser / Server)and MVC architecture.The system is implemented by the Eclipse development environment.The front end of the system is designed by the HTML and CSS techniques,and the back end of the system is implemented with the J2 EE technology.The system runs on a Tomcat server and uses the Oracle database for data management.This article first describes the detail implementation of the entire system,and then conducts the system testing to validate the correctness of the system.The results of system testing show that the system can meet the expectations of Anshan Postal Savings Bank in terms of customer service experience improvement.The functions of the system are correct,and have expected behaviors.It can solve the current problems in Anshan Postal Savings Bank.