Study On The Optimization Of Personal Auto Consumer Loan Service Blueprint Of Z Commercial Bank

In recent years,influenced by multiple factors such as the upgrading of consumer demand and the rapid development of Internet finance,the auto finance demand market has developed rapidly and the market size is growing continuously.With the advent of Internet informatization and the implementation of the retail transformation strategy of commercial banks,auto finance business has become an important breakthrough and a key growth point for the implementation of comprehensive finance,scene finance and technology finance.The research object selected in this paper,Bank Z,is a commercial bank in the absorption and merger period.In the new stage of development,Z bank firm "intellectual future" strategic path,focus on its personal auto consumer loans into a popular financial products,to build its "best service,optimal pricing,most efficient" brand image.According to the business feedback,customers generally reflect that the approval process of Z Bank’s auto loan products is lengthy and the approval time is too long,which seriously affects the customers’ demand for money and their willingness to cooperate.Customer business consultation,loan application,face-to-face signing and other problems are easy to cause the decline of customer satisfaction,bringing great challenges to the transformation and upgrading of Z Bank in the new development stage.Therefore,This paper first builds on the service blueprint model structure,From the perspective of the service object,To review the current situation of personal auto consumer loans of Z commercial Bank,And analyze the key points and the main nodes in the service blueprint;next,Using a questionnaire survey method to Investigation customer satisfaction on the existing main nodes of the personal auto loan of Bank Z,Identify the factors that reduce satisfaction in the business process based on the customer perspective,Including business consulting,loan application,face-to-face signing,loan approval,vehicle mortgage and other key links,The cause of the influence of this factor is also analyzed;Then,with the help of the process-reengineering theory,According to the principles of customer-centered,strategic matching and risk control,ECRS analysis to optimize the loan process,And draw up an improved blueprint for the services.Finally,Put forward the corresponding safeguard measures for the implementation of Z Bank’s new service blueprint of personal automobile consumption loan.The research significance of this paper aims to maximize the product and service quality and customer satisfaction of Bank Z,improve the availability and convenience of auto finance,and enhance the market competitiveness of Bank Z in the same industry.At the same time,it also provides reference opinions for the optimization and improvement of the service blueprint of the corresponding consumer products of other commercial banks and auto loan industry institutions.