Strategy Research On Improving Service Quality Of H Branch Of Z Bank

Outlet of bank is one of the important places for economic exchange,it links up to clients and bank,and can provide services directly to customers.It can display the bank's image well and directly spread the bank's corporate culture.It is an important aspect of the development of bank.If the bank has a high quality of service,the bank's image and reputation and competitiveness will increase,and vice versa.Therefore,some commercial banks attach great importance to the service quality management of their branches,and improve the overall service quality of their branches by improving the service attitude of their employees and improving the service efficiency of their employees,so as to promote the banks to gain more competitive advantages.In this paper,the H branch of Z bank is taken as the research object.First,the current situation of service quality of H branch is investigated.High rate of customer complaints,high rate of teller error,low rate of self-service devices utilization,and inferior customer satisfaction are four main aspects analyzing the Z bank H branch's problems in service quality,and from the hardware facilities construction,environment construction,the business process to be rationalization,the staff business efficiency is not high,performance appraisal system not perfect,customer satisfaction lacking of the research work,these five aspects analyze the cause of the problem.Finally,strategies are put forward to improve the service quality of Z bank H branch from four aspects,such as reducing customer complaint rate,reducing the service error rate of the teller,improving the utilization rate of autonomous equipment and improving customer satisfaction,so as to provide some guidance for H branch of Z bank to improve the service quality.This paper mainly studies the Z bank H branch's service quality promotion strategy which is of great localization,strong pertinence and practicability.It has certain reference for the other Z bank's branches,at the same time for the trade of other outlets of other financial institutions in improving the quality of network service has certain reference value,for the banking regulators to implement moreeffective and scientific regulations on financial institutions has certain reference significance.