Research On Service Capability Assessment Of The Bank Lobby Manager Based On The BP Neural Network

While domestic financial market gradually developing,local Banks rise massively with regional obvious advantages,foreign Banks also compete for customer resources with its advanced management and high quality service.Above brings domestic banking industry increasingly fierce competition in the environment.In order to take more resources in the challenge,satisfy customers higher service requirements,banks need to build a passionate,service excellent staff team.Thereby build a reasonable matching of the internal jobs,finally strengthen bank service competition.The service capability level of staffs,will also directly affect the customer service experience,and then determines the competition strength and the future development of the bank.The article selects the bank lobby manager service capacity as the research object,through the establishment of a scientific and reasonable evaluation method;assess the real service ability level of the lobby manager effectively;gives advices for personnel selection,training and evaluation process.In this article,on the basis of McClelland ability quality model,from the perspective of customers,combined with the experts and scholars point of view,established the analysis framework of bank lobby manager service capability from the knowledge accumulation capability,work adapting capability,self-management capability,service skills and service quality level five aspects.Then set up 34 indexes system including such communication power of expression,the management capability of.After building the prototype assessment index system,this article made questionnaire survey to the content of the assessment index system by the preliminary research and formal investigation with SPSS software,then determine the final reasonable assessment index system according to the data.This article used BP neural network,combined with the assessment index system,to assess the service capability of bank lobby manager.The article used MATLAB to simulate the neural network composed of input layer,hidden layer and output layer.With the data of 13 lobby manager service capability,trained and tested the BP neural network,indicated that the BP neural network and the expected output results are basically identical,verified the effectiveness of the network model.This article also made a case application for Shenzhen F branched bank of ABC,using the established index system and the simulation model,assessment the bank lobby manager service capability of F bank,finally made the analysis and suggestion according to the results of the assessment.