Study On The Impact Of Employee Service Performance Mechanism Perspective To Banking Service Climate

Service climate is the important factors of service behavior and customer perceived service quality, service climate will affect staff attitudes and behavior, enhance staff awareness of service-oriented, incentive to work hard to do service work, In order to provide quality services to customers. With increased competition between industries, Service performance of employees has got more and more the managers' attention, especially banks. In this paper, through the study on Xi'an Branch of China Merchants Bank, discuss service climate effects on employee service performance.Foreign scholars'research on the relationship between service atmosphere and service performance is of more mature than the domestic scholars' because of that the domestic scholars do much research on separate the service atmosphere or the service performance but little on the relationship of both of them.The article is divided into two parts. The first part has three chapters that constitute the theoretical part of the article. Firstly this paper described what is the service atmosphere and the service performance,then comprehensive literature is cited in this paper.On base of the cited literature, the author make a study model and some assumptions which is reflected in the survey form. The second part has two chapters in which the example obtained by questionnaire of Xi'an Branch of China Merchants Bank is analyzed.(In the process of issuing questionnaires,200 questionnaires were issued,189 questionnaires were recovered,162 questionnaires were effective.The author analyzed the effective date using the SPSS statistical software.)In this paper, descriptive statistics, independent sample T test, ANOVA, correlation and regression analysis methods are used to analyze the data, and the author get some conclusions as follows:(1)People of different personality traits on the service environment (external climate and psychological climate) and the services have different levels of performance and there are significant differences. (2)By analyzing the external environment and psychological atmosphere and their respective internal dimensions. Confirmed employee participation organizational identification and staff training are the important parts of the external climate, feeling of pressure,responsibility and feeling of fairness are the important parts of the psychological climate.(3)By the correlation analysis of the dimensions of the external climate, proved employee participation and service performance is positive correlation, organizational identification and service performance is positive correlation, staff training and service performance is positive correlation.(4)By the correlation analysis of the dimensions of the psychological climate and service performance, proved feeling of pressure service performance is negative correlation, responsibility and service performance is positive correlation, feeling of fairness and service performance is positive correlation.(5)By the regression analysis of service climate and service performance,proved service climate have predict to service performance. From the perspective of each dimension, employee participation,organizational identification and staff training have predict to external climate, feeling of pressure,responsibility and feeling of fairness have predict to psychological climate.