Research On The Optimization Of E Bank Xiamen Branch's Service Operations:A Customer Variability Perspective

Banking networks have been transformed from transactional to intelligent and miniaturized,with the development of financial science and technology,including big data,mobile internet,cloud computing,third-party payment and artificial intelligence,etc.The service quality and service efficiency of the bank branches directly determine the customer satisfaction and operating cost of the commercial banks.Therefore,how to balance the service quality and efficiency and to optimize service operation management becomes an important research topic in the management of service operations.According to the theory on the customer-introduced variability,the thesis firstly analyzed and summarized the problems and causes introduced by the E Bank customers interfering with the service operations,about the five types of customer variability including arrival,request,capability,effort and subjective preference.Secondly,the thesis designs corresponding optimization plan for the causes above.The appropriate strategies are selected from the four strategies for managing customer-introduced variability,such as classic accommodation,low-cost accommodation,classic reduction and uncompromised reduction.And according to the service triangle theory,this thesis manages to organize the implementation of the optimization plan on the three aspects of 'service concept',"service personnel' and 'service system supports'.Finally,the thesis makes a quantitative and qualitative analysis and evaluation on the effect of the optimization.The evaluation results verify the effectiveness of the optimization plan.Through the research of this thesis,it will provide the decision-making reference for the further service operation optimization of E bank Xiamen Branch,and provide reference for the improvement of the service operation of other branches of E Bank.