Research On The Improvement Of Lobby Service Quality Of A Branch Of Huaxia Bank

In recent years,with the rapid development of China’s economy,the original social and economic structure has also undergone great changes.Building a service-oriented society is one of the first choices we have faced in recent years,and changing the nature of services will play a vital role in future economic development.Banks have always been a special existence in the development of China’s national economy.In the process of rapid economic changes,the role they play has gradually shifted from the previous important tool for adjusting economic development to the service industry.Now,as a basic service industry,banks must operate and develop on the basis of service to further improve the service level of China’s commercial banks and promote the overall development of the national economy.In recent years,Huaxia Bank A Sub-branch has also encountered many customer complaints in its development process,resulting in serious customer loss and increasingly difficult business development.These complaints mainly focus on service.The management of Branch A has been aware of the seriousness of this problem and urgently requires to find out the problems existing in the bank service process.In this paper,aiming at the actual connotation of service quality,combined with the current common problems existing in the service perception process of China’s commercial banks,taking Huaxia Bank A Branch as the research object,according to the service quality model,set up A survey questionnaire.Based on the analysis of five dimensions of service quality,there is A gap between customer expectation and perception in A Branch of Huaxia Bank.At the same time,this paper also analyzes the perceived service quality of A branch based on the service quality gap model.Through the statistics of the questionnaire and the analysis of the influencing factors,the problems of A Branch in the service process are finally found out.In-depth understanding of customer expectations and needs,accurate division and positioning.To establish customer-centered customer service quality design and standards,and accurately transmit the service process of service standards,so that the customer bank’s expectation and the actual perceived service quality can achieve a certain degree of integration,therefore,this paper puts forward some effective measures to improve the bank’s service quality perception.Based on the five dimensions of service quality and the service gap model,this paper conducts statistical analysis on the questionnaire results and finds that the perceived service quality of A Branch is generally good,but there is still A gap with customer expectation.Sought out A branch based on the service quality gap and the cause for this difference,put forward the countermeasures and Suggestions in view of the gap between factors,and then by the high quality service to raise public awareness of Huaxia bank A branch and customer satisfaction,in order to make A branch in the intensified competition in the financial markets can be invincible.At the same time,it also provides reference value for the improvement of perceived service quality of other branches.