Research On Customer Service Quality Evaluation Of Industrial And Commercial Bank Of China CS Branch

As China's economy enters the stage of transition and development,the economic growth rate has decreased to a certain extent compared with the previous years,so it is necessary to adjust the economic structure,and the interest rate liberalization speed is obviously accelerated,which makes the operation of commercial Banks face new difficulties.The number of non-performing loans continues to increase,which seriously affects their operating efficiency and profitability.Meanwhile,the rise and rapid development of Internet finance,the emergence of a large number of non-bank financial institutions,increased the competition between Banks.In addition,with the improvement of social and economic level,the quality of people's life has changed dramatically,and new requirements have been put forward for the level of banking services.All these require commercial Banks to face up to these new challenges.Only by constantly improving the service quality evaluation system and finding evaluation methods suitable for the development of the whole banking industry,can Banks adapt to the new financial environment,meet the needs of The Times and customers,and embark on the path of sustainable development.CS branch is the first-class branch of industrial and commercial bank of China.Judging from its current customer service status,the traditional public service mode still continues without too much feature and cannot attract more high-quality customers.Papers of CS branch of icbc current customer service quality is evaluated using the SERVQUAL model,first determine the evaluation index,and then the indicators for the evaluation scores and the specific conclusions are drawn,finally it analyses the reasons of the poor customer service,based on this,advances the CS branch of icbc customer service quality promotion strategy.The following conclusions are drawn:(1)the CS branch of icbc has poor customer service quality.The SERVPERF scale was used to evaluate the customer service quality of CS branch in five dimensions,in which the responsiveness score was the highest and the assurance score was the lowest.In general,there are many deficiencies in service quality,which affect the further expansion and performance improvement of CS branch customers.(2)the reasons for the poor customer service quality of the CS branch of icbc are as follows: cumbersome business operation process,low staff service level,lack of incentive and restraint mechanism for the assessment of customer service quality,and inadequate human resource development and management.Based on the above conclusions,this paper puts forward the icbc CS branch customer service quality improvement strategies,respectively,to strengthen the cultivation and education of staff service consciousness,improve the various services of software and hardware facilities,strengthening the management and maintenance of customer relationships,push forward the standardization management,enhance the level of human resource management,create service brand set up the new image and so on six aspects..