Research On Improving Service Quality Of Huaxia Bank Yinchuan Branch

Under the influence of economic globalization,the world economy has entered a new pattern.China's financial reform is gradually moving from shallow to deep,and it is in the process of deepening financial reform.More and more financial institutions hope that the financial market will implement a dual opening policy,which will further broaden the financial market.To meet this demand,China The launch of the(Shanghai)Free Trade Zone accelerated the further implementation of financial reforms.For commercial banks,both opportunities and challenges coexist.On the one hand,they enjoy the business growth brought about by financial reforms.On the other hand,they face stricter requirements from customers.In particular,the competition between banks will become more intense and financial services will no longer be available.It is the key point of commercial banks' competition,but has turned to financial services.The level of service quality directly represents the competitive advantage of banks.Therefore,the commercial bank service quality evaluation model studied in this article has significant significance for the development of commercial banks.This paper takes Hua Xia Bank Yinchuan Branch as the research object,simulates the service quality management system of commercial banks through modeling,and looks for countermeasures to improve the service quality of Hua Xia Bank.The research of this article can be roughly divided into the following parts:first,to explain the background environment,purpose and significance of this research;second,to summarize the current service quality of Huaxia Bank Yinchuan Bank;third,to apply multiple analyses The method designs a service index system that meets the requirements of the research subject;fourth,specific suggestions and measures are given according to the problems existing in the bank's current development.After in-depth research,the following conclusions are reached: This article studies the service quality management system applicable to the main body based on the SERVQUAL evaluation model.On the one hand,it can fully understand the needs of customers,and on the other hand,it can perceive the needs of customers inadvance.Through the analysis of the SERVQUAL evaluation model,its advantages are reflected in many aspects,including tangibility,reliability,responsiveness,assurance,empathy,and initiative.Each feature has its own performance.Among them,the tangibility emphasizes the construction of smart online stores,improves the business environment of enterprises,and comprehensively optimizes service facilities;reliability focuses on the basic qualities and skills of service personnel,such as etiquette,Operation standardization,etc.;responsiveness is considered from the service time,by setting up the lobby manager position to assist customers in handling business,as much as possible to shorten the business process and the time for handling the business;the guarantee is to ensure the quality of the service through competition Empathy emphasizes the diversification of services,which can meet the needs of different types of customers;the main body of initiative is the staff,and the staff's service awareness and willingness are improved by establishing a performance appraisal mechanism.The above-mentioned methods can help Huaxia Bank Yinchuan Branch to establish a relatively complete service quality management system and realize the improvement of customer satisfaction.