| At present,facing the severe economic environment at home and abroad,the reform of the financial system and the rapid development of Internet finance,China’s domestic commercial banks are facing a new financial situation,competition and challenges.How to stand out in the fierce environment,win a position,and seek further development,is the direction and theme of our research.Although the great convenience brought to us by electronic channels reduces the counter business,the business outlets have an irreplaceable role in improving customer experience and marketing ability,and can never disappear and be replaced.Strong and intense competition between industry,bank commodity convergence consistency,the emergence of various composition size bank Lin Lin,and strengthen internal and external regulatory standards and other conditions,the current hall service process can not meet the needs of customers,service competition is particularly important,hall service process optimization is imperative,to enhance bank competitiveness to promote the long-term development of Banks plays a huge role.This paper takes the Y branch of Bank X as the research object,expounds the necessity of bank hall service process optimization by using the theories of service blueprint and business process,and discusses and studies the hall service process of Bank X Y branch by means of literature research method,case analysis method and questionnaire survey method.This paper combines the investigation of the business process in the hall of relevant foreign departments,Based on the questionnaire survey based on the hall service process of X Bank Y Branch,Discover the problems existing in the banking hall service process,According to its problems,the service process of Bank X Y Branch hall was optimized according to the service blueprint theory,Finally,the corresponding implementation safeguard measures for the optimization design,Hope to provide a useful reference for the bank and other banks in the hall service process,To provide reliable empirical support and empirical interpretation for the business model reform of commercial banks,So as to improve the business level of China’s commercial banks,Become a best practice for driving business development. |
