Research On Service Quality Evaluation And Improving Of Q Bank

The international financial industry has basically ended its turbulent state and resumed its growth momentum,providing an opportunity for the development of the domestic financial industry.However,at the same time,alipay,yu 'ebao,P2 P and other Internet financial models emerge in an endless stream,which has an impact on the traditional business of commercial Banks,resulting in increasingly fierce competition among commercial Banks and between commercial Banks and Internet finance.In order to retain old customers and win over new ones,Banks must change their service concept,put customers at the core and take improving service quality as the primary task of Banks.The Q bank studied in this paper was established in 1996,but Q bank failed to pay attention to service quality and customer reputation in its development,and the service attitude and level of some branch staff need to be improved,which has affected customer satisfaction.Therefore,Q bank must attach importance to and improve its service quality.This paper takes Q bank as the research object,discusses how to improve the quality and satisfaction of customer service of Q bank,and effectively enhance the bank's competitive advantage.Firstly,by analyzing the current situation of customer service in Q bank,the indicators were selected from the five dimensions of tangibility,reliability,responsiveness,assurance and empathy,and the customer service satisfaction rating system was established.The comprehensive score of customer service satisfaction of Q bank was calculated by questionnaire survey.Secondly,based on the analysis of the problem that the satisfaction of each dimension is less than 0.5 in the questionnaire,some problems in the customer service of Q bank are found.The reliability dimension is mainly the employee behavior nonstandard;The responsiveness is mainly due to the lack of active service of employees and the long waiting time of customers.The assurance aspect is mainly the complaint suggestion processing efficiency is low;The main dimension of empathy is lack of flexibility in service time arrangement.Then,aiming at the problems of customer service in Q bank,this paper formulates the strategies for improving customer satisfaction.Firstly,the improvement of the business network environment to provide tangible satisfaction by improving the network pattern and supporting service facilities;The second is to improve the quality of bank staff,strengthen staff training;Then,the lobby manager shunting,flexible window management and increasing self-service equipment can reduce customer waiting time and improve responsive satisfaction.Finally,we will improve the customer complaint handling mechanism and provide convenience for customers as much as possible.This paper formulates the countermeasures for the improvement of customer service quality of Q bank,which is conducive to improving customer satisfaction,and can also provide reference for the research on customer service satisfaction of Banks in the same industry.