Research On The Improvement Of Customer Service Quality In J Bank Branches

With the rapid growth of Chinese economy,the financial situation at home and abroad is changing with each passing day,the internet finance is taking advantage of the situation,private banks are allowed to set up,the threshold of foreign investment into China's banking industry gradually reduced,China's banking industry is facing unprecedented competitive pressure,and people's living standards Improve,bring about the growing interest in their own interests,the quality of the bank's services have more expectations and requirements,the relevant state departments for the protection of customer rights and so made a clear provision,in this case,the banking industry as Service industry,only by improving the quality of customer service in order to obtain customer recognition in order to gain a place in the market competition.Based on this,this paper focuses on the promotion of J bank customer service quality,with a view to J Bank,and even banking customer service quality management to provide a useful reference.Based on the research of service quality theory,service profit chain and service gold triangle theory and service contact theory,this paper defines the theoretical tool of analyzing the quality of customer service of J bank,namely SERVPERF model,through the use of SERVPERF scale for more than 400 customers According to the above management theory,it is determined that the employees are the key factors influencing the customer service,and the employee satisfaction is the foundation of the customer satisfaction.Through the investigation of the employees and the fomer employees,the factors that affect the employee satisfaction are found out.Finally,it is proposed that the improvement of the quality of external customer service is the purpose and the quality of internal customer service is the foundation and means.Based on the above findings,we propose specific measures to improve the quality of service from both external and internal aspects,and this has strong practical significance and guiding significance.