Research On The Improvement Of Service Quality Of G Branch Of Industrial And Commercial Bank Of China

Nowadays the financial situation at home and abroad is changing with each passing day,and various banks are contending.In recent years,with the rapid growth of China's economy and the continuous improvement of people's living standards,the demand for financial services is no longer a simple deposit and withdrawal loan business earlier years ago.In addition,the continuous progress of science and technology has given birth to many financial models Nowadays,the bank is more as a provider of financial services,service quality is the key to obtain customers,customers are the basis for the survival and development of the bank Therefore,the traditional large-scale banks must pay attention to the new demand of customers for banking financial services in the new situation,examine the existing service mode,investigate the demand trend of the service mode,demonstrate the feasibility of the new service mode,and strive to stand out in the new competitionFollowing the logic clue of "putting forward problems,analyzing problems and solving problems",this paper takes a branch office of industrial and Commercial Bank of a second tier city as the research object,and carries out the research on the current situation of serving customers and the improvement of service quality.First of all,this paper expounds the background of the environment faced by G branch of ICBC,expounds the necessity of improving the service quality of the bank,and determines the research ideas and methods of this paper.Secondly,by studying the research status at home and abroad,summarize the advanced methods of bank service quality management,and lay the theoretical foundation of this paper.Third,through the introduction of ICBC and G sub branch outlets,the paper analyzes the current service environment of G sub branch business office by SWOT analysis method,reveals the existing problems of G sub branch business office in serving customers,and seeks solutions for the following problems.Fourth,using the method of questionnaire,this paper explores the customer's views and evaluation on the service quality of G branch of ICBC in four aspects:self-service equipment,network environment,employee service and financial products.Fifth,combined with the results of the questionnaire,this paper analyzes and discusses the problems and reasons of service quality in G branch of ICBC.Sixthly,combined with the investigation and analysis of various ways in this paper,it provides decision-making suggestions for improving the service quality of G branch business office of industrial and Commercial Bank of ChinaThis paper mainly studies the current situation of service quality of G branch of industrial and Commercial Bank of China and the strategies to improve it.However,the theoretical methods and research approaches also have a strong reference and significance for other business outlets of ICBC.At the same time,it also has certain reference significance for other financial institutions and banking regulatory departments in the research and implementation of customer service related measures.