Research On Service Quality Improvement Of ICBC Shenzhen Buji Sub-branch

With the rapid development of the national economy and Internet finance,the improvement of people’s living standards and the enhancement of their awareness of rights protection,consumers’ demand and expectation for the service quality of commercial banks continue to rise.In this context,commercial banks must change their management philosophy,always adhere to the consumers’ demand,constantly improve the quality of service,and continue to win the recognition and trust of customers,in order to stand out in the competition among banks.Shenzhen Buji Branch of ICBC is one of the branches with a larger market share,a larger number of branches and a higher number of customers in the area of Shenzhen Branch of ICBC.However,in recent years,with the intensified competition among banks and the enhanced awareness of customer rights protection,customer service is under great pressure,and the service quality needs to be further improved.This article focuses on the behavior of Shenzhen Buji Branch of ICBC,with the theme of improving its service quality.First of all,through the data analysis and questionnaire investigation and method to obtain customer information network service quality evaluation,and investigating the problems existing in the network quality of service and get the relevant results.Secondly,based on the actual situation of the branch,the survey results are summarized and the reasons are analyzed,and the reasons for the problems in the service quality of the branch are pointed out,including the shortcomings intangibility dimension,reliability dimension,responsiveness dimension,assurance dimension and empathy dimension.After that,in view of the above reasons,based on the guiding ideology and goal of the branch service quality improvement,the branch service quality improvement strategy is designed,including the service quality improvement Strategy intangibility dimension,reliability dimension,responsiveness dimension,assurance dimension and empathy dimension.In the end,in order to ensure the effective implementation of the service quality improvement strategy,the implementation plan is formulated,the implementation focus is clarified,and the safeguard measures are established.This article can not only help Shenzhen Buji Branch of ICBC set up a complete set of service quality evaluation management system,optimize and improve the service standard,improve service quality and level,and provide reference for other bank services are promoted productively.