Research On The Development Of Z Bank Service Channels Under The Background Of Interne

The bank’s customer service channels are constantly evolving and developing.In the past,banks basically served customers through branch channels.With the development of new channels such as mobile banking and open banking,what is the relationship between these channels and customers,what role does each channel carry,and what are the resources distribution,how to cooperate and work with different channels,how to measure the contribution of each channel,and how to evaluate and evaluate channels are the key issues of this paper.Using the literature research method,this paper summarizes a large number of previous scholars’ literature and research results,which provides basic theoretical support for this research.Using the questionnaire survey method,according to the customer complaints and problem feedback collected by the daily customer service center,the customer service satisfaction questionnaire is designed,and the customers are randomly investigated in the outlets to find out the shortcomings and problems of Z bank’s service.The interview method is also used to design interview questions based on the questionnaire results,the business development of each line of Z bank and the development of existing channels.On site interviews are conducted with leaders and employees related to channel management business respectively.Then,combined with literature research,questionnaire survey and interview results,it is found out that the channel positioning is unclear,the layout is unreasonable,the function is backward,the resources are insufficient The problems in several aspects such as overall management are not analyzed respectively.The research conclusion of this paper is that the development of Z bank’s customer-oriented channel should be customer-centered,build an integrated channel system from a new construction perspective,unify professional collaborative operation,integrate online and offline to combine channel services,and share background resources of all channels;Redefine the customer journey,pay attention to the customer experience,optimize the channel customer journey,and provide customers with a unified,smooth and excellent experience.By exploring the method of using internet information technology to help improve the channel service ability of banks,and then help the performance growth,the research on the development of customer channel of banks in the new era is of great significance to the overall digital transformation and future development of banks.