Study Of Service Remedy Control System For Harbin Branch Of Agricultural Bank Of China

National treatment of foreign funded banks and the economic globalization give a hugeimpact to Chinese banking industry. Under this background, Chinese banks are confrontedwith great pressure, which makes them continuously improve internal control, corporategovernance, service quality. As a member of Chinese commercial banks, ABC should focuson promoting service quality. This paper deals with service remedy control objects andprinciples for Harbin Branch of ABC under the basis of present concerned theories. Theauthor expounds the necessities for establishing service control system in Harbin Branch ofABC, constructs the general framework of the service control system, analyzes the influenceof the service quality, and puts forwards the suggestions as to how to guarantee the operationof the service remedy control system. The target of the analysis and exploration is tomonitor and manage the service performance and process so as to further promote theservice control capability and make up for the loophole, which makes the banks improveservice quality continuously and raise the satisfactory and loyalty index, strengthen the corecompetition and get the superior position in the complete market economic environments.The thesis consists of five chapters.Chapter one: Introduction. The author mainly elaborates on the research backdrop,significance, purpose, ideas and research methods.Chapter two: The author discusses the impact of service quality on service failures andthe present condition of the service remedy control in Harbin Branch of ABC. Based on theresearch work made on Harbin Branch of ABC, the author finds out a variety of loopholes inits service quality, analyzes its causes and make studies on the service remedy control.Chapter three: The reconstruction of the service remedy control in Harbin Branch ofABC is built up on the basis of its pre-set principles and purposes, rebuilt the structure of theservice remedy control and improved the current process of it.Chapter four: The Harbin Branch of ABC puts forward the principles, makes it on theway, and discusses its necessity, improving customer relationship management, creating acorporate culture and banking culture of service remedy,Chapter five: The thesis is designed to make a description about the operation andsecurity of the service system of Harbin Branch of ABC through such aspects as expanding the staff privileges, placing emphasis on internal marketing and staff training.