Study On Service Quality Optimization Of Lanzhou Bank Baihe Life Network

With the increasing influence of the Internet,more and more enterprises have invested in the development of the Internet economy,including commercial banks.Under this impact,not only the development of traditional business is blocked,but also the market space is under pressure.In such an environment,commercial banks can find new profit growth points,and whether they can play the ability of business innovation determines the future development trend of commercial banks.Lanzhou bank is also one of the commercial banks impacted by the Internet tide.In order to meet the trend of commercial banks to expand new business channels,Lanzhou bank took the lead in developing an e-commerce platform based on e-commerce and life services,named Baihe life network.In this paper,the 5-gap mode of service quality was used to evaluate and analyze the overall conditions of Baihe life network.First of all,from the background of the development of commercial banks and the emergence of Baihe life net,this paper makes clear that the emergence of Baihe life net is the result of commercial banks actively exploring new business.Secondly,from the actual situation of Baihe life network study,through reading and sorting documents and combined with actual situation,and after an in-depth interview results for some customers,identified the main research direction and research dimensions.According to the dimensions of the questionnaire design,continue to select and accurate questionnaire questions.Finally,according to the data from the questionnaire,based on the SERVQUAL model for data analysis,this paper concludes the gap of service quality,the existing problems and the detailed reasons of the existing problems of Lanzhou bank Baihe life net.Combined with the conclusion of the research and the actual situation,the paper puts forward the detailed countermeasures to solve the problems of Baihe life network.This study provides a strategic basis for Baihe life network to optimize service quality and improve customer satisfaction,and also hopes to provide an effective reference for the development of other Banks' e-commerce platform.