Study On The Quality Of Remote Banking Services Of Commercial Banks

With the rapid development of the national economy,my country’s financial reform is also constantly changing,and the competition among commercial banks in the financial market is becoming increasingly fierce.For commercial banks,the quality of service is the core of competition,and the difference in service quality of commercial banks’ remote banking reflects the quality of commercial banks’ service.Therefore,this paper takes B commercial bank as an example to deeply study the service quality of remote banking of commercial banks,and empirically evaluate various indicators of the quality of remote banking services,which is of great significance for improving the quality of remote banking services of commercial banks.The research methods used in this paper include literature research method,case study method and questionnaire survey method.Taking the service marketing of commercial bank B after the transformation of remote banking as an example,it analyzes the problems of service quality caused by adopting new service marketing strategies in the transformation process,and proposes corresponding solutions.And through the SERVQUAL model,combined with the industry characteristics of the customer service center and the actual situation of the remote bank of B commercial bank,the SERVQUAL scale is used to modify some questions to conduct a service quality questionnaire survey.According to the survey results,the impact on service quality and customer satisfaction is obtained,and data support is provided for this study.Through the analysis of the development status of B commercial bank’s remote banking,it is found that B commercial bank has developed rapidly and has made certain achievements in remote banking services.At present,the development of B commercial bank’s remote banking has advantages,but it also faces opportunities and challenges.By constructing SERVQUAL model,this paper designs the evaluation index system of B commercial bank’s remote banking service quality.Through empirical analysis,the research results are obtained:the quality of tangible service,reliability service,responsive service,assurance service,and empathy service will affect the customer’s experience,thereby affecting the level of service quality,among which the comprehensive score The higher one is the guaranteed service.Based on the research conclusions,five strategies are proposed.