| The operation and development of commercial banks are based on the customers,and the customers are the motive force for the commercial banks to advance,promote the quality of customer service,and enhance the satisfaction and satisfaction of the customers,is a commercial bank to enhance the level of operation,tamping customer loyalty and viscosity of the necessary way.To enhance the importance of the degree of customer,it is necessary to take the quality of customer service as a fundamental.It is of great significance to study customer demand,improve customer service quality and optimize the level of customer service in commercial banks through multi-angle analysis.As a large state-owned bank,agricultural bank of China,serving“Agriculture,rural areas”and urban and rural economic development is its need to achieve the important significance.For the existing customer service quality,the service level of various provinces,cities and regions is uneven,the difference is obvious,and the real realization of high-quality customer service has a certain gap.Therefore,in order to improve the customer service quality of Agricultural Bank,we need to fine service in accordance with local conditions,implement“Drip irrigation”customer service model,so that the overall level of service of Agricultural Bank greatly improved.This paper takes the customer service level of BY county branch of Agricultural Bank of China as an example,studies the present situation and countermeasures of the development of the branch,and reflects the necessity of improving the customer service level of the county branch.By using multi-angle analysis of the factors affecting customer service quality,from macro to micro,a comprehensive and detailed investigation and analysis,through the results of the survey data to determine the quality of customer service BY county branch problems,and targeted to find ways to improve the quality of customer service,fundamentally solve because of the poor quality of customer service caused by the decline or backward management level.Based on the analysis of the background of improving the quality of customer service of BY county branch of Agricultural Bank of China,this paper points out that improving the quality of customer service has theoretical and practical significance,such as literature research,qualitative analysis,questionnaire survey,analytic hierarchy process,through a variety of theoretical basis as a basis for strengthening the quality of customer service for the development of commercial banks is of great significance.This paper uses the analytic hierarchy process(AHP)to determine the feasibility of the questionnaire survey and the factors affecting the customer service quality of BY county branch of Agricultural Bank of China(ABC)are obtained BY means of questionnaire survey and interview,to summarize and collate the results of the survey and compare them with accounting data,and to summarize the status of individual and public customer service quality surveys in the BY county branch of Agricultural Bank of China,at the same time,the author also found the problems that affect the improvement of customer service quality of BY county branch of Agricultural Bank of China,including the deficiency of employee service concept,the weakness of employee professional ability,the imbalance of employee age structure,and the deficiency of employee professional ability Business process cumbersome;low utilization rate of hardware equipment;low level of service for special groups.This paper analyzes the countermeasures to improve the customer service quality of the BY county branch of the Agricultural Bank of China,including establishing the staff service management and incentive system,establishing the long-term mechanism,organizing the staff theoretical business and practical training;We will comprehensively integrate human resources and optimize the age structure;optimize business processes and strengthen departmental collaboration;increase the funding and upgrade hardware facilities;explore the advantages of aging and make services more warm.Through a series of measures,this paper fully puts forward the pertinent suggestions and optimized paths for improving the quality of customer service of BY County sub-branch of Agricultural Bank of China,and promotes the quality of customer service that accords with the development of BY County of Agricultural Bank of China,for BY County Economy High Speed Development,overall promotion comprehensive competition level makes the due contribution. |
