Research On The Improvement Of Service Quality Of GJ Branch Networks

With the development of our society,great changes have taken place in the financial industry.The demand of customer groups for financial services has been increasing.It is no longer confined to the traditional "transaction",and it is no longer just purchasing financial products,but hoping to get thoughtful and meticulous financial services.Therefore,the original counter service has been unable to meet the needs of customer groups,banks began to carry out online banking,telephone banking and other financial services,in order to better enhance the customer's financial service experience.Moreover,retail business has higher profits and lower risks,which can reduce the non-performing loan ratio of banks.Therefore,domestic commercial banks have strengthened the development of retail business,strengthened the construction of retail outlets,and a large number of outlets have begun to be widely covered in the region,greatly promoting the improvement of customer service convenience.While providing humanized service to customers,it fully meets the different needs of customers of different ages.Although the advantages of network services are obvious,commercial banks are not smooth in the process of developing network services,and there are even some obstacles,such as the quality of service to be improved,which makes customers dissatisfied with the bank higher,and further affects the image of the bank,which is not conducive to the sustainability of the bank in the local area.Further development.In view of the fact that financial service is the key service item of the bank,it is necessary to analyze the current situation of service quality of GJ subbranch network,find out the existing problems,and put forward corresponding improvement countermeasures on the basis of analyzing the causes of the problems.The research contents of this paper are as follows: The first part is an introduction,mainly introducing the research background and significance,research status and trends at home and abroad,research ideas and methods,basic theory overview,etc.The second part is the related concepts and theoretical basis,which mainly defines the connotation of commercial bank services,clarifies its service characteristics,elaborates the basic theories of service value theory,service profit chain theory and so on,lays the theoretical foundation for this study;the third part is the analysis of the current situation of GJ subbranch,introducing the operation situation and personnel of GJ subbranch.The fourth part is the main problems and reasons of GJ subbranch network service,including unclear function positioning,efficiency and queuing problems still exist,serious staff "sit and wait" phenomenon,customer management in the form,and so on.These problems are caused by the same network.The fifth part is the countermeasures to improve the service quality of GJ subbranch network,including improving the function of network,improving the efficiency of network service,strengthening the construction of staff,optimizing staff performance appraisal.Management and other aspects;the last part is the conclusion,which mainly summarizes the views of this paper,points out the shortcomings of this study,and looks forward to future research directions.It is hoped that this study can provide some reference and guidance for the improvement of service quality of GJ subbranch network.