Research On Service Quality Management Of Commercial Bank In Guizhou Province

Modern commercial banks are the main body of the modern financial system. Commercial banks play an important role in the national economy. They act as a credit intermediary financial intermediation, guide the flow of funds; bear create credit money to expansion the credit; also provide a wide range of financial services for the economic and social.Banking services is an important content of banking business; bank is an industry which provides banking services in broad sense. Whether the improvement and innovation of banking products, services or the change of service ways and means, are all for the better provision of banking services. Guizhou banking made great progress after decades development, but still had many deficiencies. In face the wave of financial liberalization and the services economy, how banks can survive in the fierce competition and development becomes a important problem that Guizhou banking industry must to face.This article using factor analysis methods to screen and classify the indicators that affect customer satisfaction of bank service, and use these indicators to conceive customer satisfaction model of Guizhou Province Commercial Bank; Then through the questionnaire survey to collect data and information; Finally analysis the Survey data with the SPSS software. The article Proposed own view according to the situation in Guizhou Province, data analysis results and existed research results. firmly establish the " customer center " service concept, create a harmonious culture bank; identify priority marketing targets and product, Implement tiered services; reasonable plan and construct networks, implement service area diversification strategy; step up publicity efforts to build commercial bank brand. Bank should convey the bank's business processes, product range and services to the community and the public in a timely manner to create a good social image; Strengthen staff training and improve the overall quality and service levels of staff; implement multi-directional and multi-channel banking services innovation; improve the quality of service monitoring, complaint handling mechanisms, and take the road of development in Guizhou characteristics of banks to improve management of service quality of commercial banks in Guizhou.