Research On Improving Customer Service Capabilities Of CCB Jinan SZ Branch Outlet

Customers are the foundation of all banking business.Without customers,banking business is water without a source.Customer service ability is the main competitiveness of bank operation.How to improve customer service experience,deepen customer relationship and enhance customer value contribution is the key issue of bank’s external operation.Internally,the improvement of staff’s professional quality,the acceleration of work efficiency and the improvement of comprehensive competitiveness are all closely related to customer service ability.As the nerve endings of banking services,bank business outlets are important carriers and solid positions for the implementation of bank strategies.To improve the customer service ability of bank outlets is fundamentally a financial product,and its means are financial services.With the continuous development of financial technology,the diversification and personalized attributes of customers’ financial needs are continuously strengthened,and it is urgent to upgrade the service mode of banks,improve the customer experience,and improve the customer service ability of outlets.This paper analyzes the customer service status of Jinan SZ sub-branch of China Construction Bank,explores the key factors affecting the service of the network by factor analysis method,and uses SERVQUAL service quality evaluation method to design the evaluation questionnaire of the factors affecting the customer service ability of the network,and introduces the analytic hierarchy process to calculate the weight of 22 factors in the five dimensions of the SERVQUAL scale.From the perspective of grass-roots staff,taking tangibility and other relevant dimensions of service quality management as the starting point,this paper puts forward feasible strategies to improve the customer service ability of Jinan SZ branch of CCB from the bottom up.From a theoretical point of view,this paper has carried out factor analysis and hierarchy analysis on the theory of innovative application of service quality management on factors affecting the customer service ability of bank outlets,expanded the practical application of the theory to a certain extent,and proposed a relatively reasonable path to improve the customer service ability of CCB Jinan SZ branch.To a certain extent,it has enriched the dimensions of customer service capability evaluation and influence factor evaluation,and provided theoretical support for the improvement of customer service capability of commercial banks’ network or the transformation and development of network.From the perspective of reality,this paper adopts the research method of combining theory with practice,takes the branch of Jinan SZ Branch of China Construction Bank as the research sample,and conducts an in-depth analysis on the customer service capability of the branch.In accordance with the actual situation of the branch,it can promote the improvement of the customer service capability of the branch,help the branch obtain more value advantages,and solve the current operating pain points.It is of great practical significance to improve the location and service ability of commercial banks.