Study On Bank A's Improvement Of Customer Service Quality

In recent years,the competition in the financial market has been fierce.China's banking industry not only needs to face the pressure of service competition brought by foreign financial institutions,but also needs to face the challenges brought about by Internet financial services such as Alipay and Yuebao.Customer resources are the key to the development of the financial industry.Resources,the banking industry is more aware of the importance and urgency of improving customer service quality.I read the relevant literature on the service quality of domestic and foreign banks,combined with the service status of Bank A's outlets,and applied research methods such as literature analysis,questionnaire,interview,qualitative analysis and quantitative analysis,etc.,and designed according to the relevant concepts of service quality.The questionnaire was investigated,and the original data collected by the questionnaire was systematically researched and analyzed,from which the problems existing in Bank A's service at this stage were found,and a detailed cause analysis of the problems was conducted in conjunction with customer interviews.Finally,According to the problem,corresponding suggestions for improvement are proposed.This article from a micro perspective combined with the actual survey of the customer service status of Bank A's outlets,studied the problems of Bank A in customer structure,service contact,customer demand,etc.,collected the customer's experience and experience of service quality in real moments,and found Out of the key service contact points in the service process,and then put forward highly targeted recommendations,hoping to give some constructive support and help to improve the quality of Bank A's customer service.