Service Quality Survey Report Of Huaxia Bank In Shenyang

With China’s rapid economic development, a large number of people havestepped into the wealthy class, who constitute the backbone of the retail bankingcustomers.With the continuous improvement of living standards and the gradualtransformation of the concept of life in China, the demand for retail banking businesscontinues to expand. Service is resource, efficiency and an important part of the valuecreation of commercial banks. To improve service quality is the inevitable choice forthe survival and development of the commercial banks. Under global economicintegration, domestic and international financial industry are in severe competition,which contains not only banking products, but also services. In recent years, domesticcommercial banks have made continually effort to satisfy increasingly diversefinancial needs of different customers through the innovation of process, channels,products etc. But how to further improve the service level, especially to increase thecompetitiveness through creative service is still a key questionShenyang Branch of Huaxia Bank was founded on October28,1999which wasset up earlier among commercial banks in Shenyang. With the continuousdevelopment in finance, Shenyang Branch has also been a rapid progress with therichness of product types and increasing of market shares. However, it missed the besttime to turn into a service-oriented bank during the development. By the internshipopportunity, I realize that the level of service quality is an important factor whichaffects the relationship between banks and their customers, to provide customers withunique services can help improve the bank’s corporate image. In this paper, it analyzesthe problems existed in the service of Shenyang Branch through the relative data ofthe satisfaction questionnaire. It also raises corresponding recommendations of theimproved quality of service includes positive measures, enhancement of employees’own quality, richness of the business types and then to improve service efficiency andservice quality of the bank. It can maximize customer satisfaction and loyalty byaccelerating the pace of construction of excellent outlets, highlighting thecharacteristics of their own services and establishing a corporate image.