The Research Of Bank Counter Service

When Chinese financial market is opening, more and more foreign bank come into Chinese financial market. When most banks aimed at the high customer, Chinese bank should hold and take advantage of lower customers and find the potential higher customers. The Chinese bank can take possession of the advantage of wide customer to hold the market when the market absolutely opened. If the Chinese bank always pursue the higher customer and ignore the lower customer is equal to lose the future potential higher customer. So it is very important to manage the service quality for the lower customer through build an assessment index system of counter service quality, in order to find the key factor to improve the service quality and add the competition of bank. The thesis is composed of three parts:Firstly, we sum up the course of service management and choose the pop field of service quality as the important of thesis. We choose three representational banks as the object and build the counter service quality model then we take an investigation to collect the data of bank counter service quality.Secondly, we use the AHP (Analytic Hierarchy Process) to endue proportion to every index and find the key index, use the MA (Means Analysis) and FCA (Fuzzy Comprehensive Assessment) to assess the bank counter service quality and compare the difference of result between MA and FCA. We find the key factor to effect the counter service quality.At last, we use many different ways to improve the key factor base on the analysis result. We should improve the counter service quality at three aspects: add the investment on the electronic bank to lighten the pressure of counter service; add service facility to improve the tangible and reliable of bank counter service; through training to improve the employee service level. The three ways can help bank to improve the counter service quality as soon as possible.