Research On The Improvement Of Service Quality Evaluation Index System Of Customer Service Center Of Bank A

As the communication link between the bank and the customer,the customer service center plays an increasingly important role in the communication between the two.The bank provides services to the customer through the customer service center platform,the customer carries on the business consultation and the processing simultaneously through the customer service center and the Bank.It is more and more important how to evaluate the service quality of Bank Customer Service Center Scientifically and normatively.This paper aims at analyzing the status quo of the service quality of bank a customer service center and the influencing factors,perfect a suitable for bank a Customer Service Center Service Quality Evaluation Index System.The reliability and validity of the index system are verified and evaluated by the questionnaire data,and the service quality of bank a is evaluated by the improved index system,which points out the reference direction for further improvement of service quality.This paper firstly uses the case analysis method,taking the study of the service quality evaluation index system of a Commercial Bank's customer service center as an example,and combines the qualitative and quantitative analysis of the case to perfect the existing service quality evaluation index system.Secondly,by using the method of literature analysis,through sorting out and analyzing the periodicals and papers related to the field of service quality management,to find the theoretical basis for the research,and to draw on the advanced ideas and experiences at home and abroad,combined with the actual situation of service quality evaluation index of a Commercial Bank's customer service center,it is optimized to use.Using the questionnaire survey method again,this paper completes the analysis of the status quo of the service quality of bank a customer service center and the validation of the evaluation index system.Finally,using the method of combining theory with practice,the author combines the theoretical knowledge and research results collected with the author's thinking on the industry to optimize the service quality evaluation index system of bank a customer service center.This paper introduces the current situation of the service QualityEvaluation Index System of Bank a's customer service center and the deficiency of the evaluation index system.Based on the investigation and study of the service quality of bank a customer service center,and using the theory of Serqual scale,the evaluation indexes of service quality of bank a customer service center are designed from five dimensions of Tangibility,reliability,responsiveness,assurance and empathy,and the reliability and validity of the questionnaire are analyzed,the evaluation indexes conforming to the actual situation of bank a are revised and revised by questionnaire survey.At the same time,the author consulted the tutor,the director of Bank a's customer service center and the professional experts of the authoritative consulting company of the customer service center,modified or deleted some questions of the questionnaire,and improved the quality of the questionnaire.After the questionnaire was collected,the reliability and validity of the questionnaire data were tested by SPSS software,and the average value and standard deviation of the questionnaire data were analyzed,the influencing factors are classified and arranged.By classifying and analyzing the influencing factors of service quality,the evaluation index system suitable for the service quality of bank a customer service center is put forward.Finally,after consulting with the relevant leaders of bank a's customer service center,the Evaluation Index System is confirmed and implemented.