The Research Of The Quality Of Counter Services Of A Commercial Back Chongqing Branche

With the rapid development of China’s economy, the financial services needs of the people of the substantial increase in competition among commercial banks are particularly intense, evolved from competitive products and prices to the competition, quality of service is often used as quality of service of commercial banks important indicator of core competitiveness. Front desk service is the most traditional way of banking services, but also the most basic of services, the rise of electronic banking did not "snub" counter service, but more to increase the business volume counter services. Counter QOS occupies an important position in the bank’s core competitiveness.Based on this, this paper aims to counter A commercial bank service quality research. The article begins with the concept of quality of service and quality of service model theoretical review, on the basis of commercial banks on A simple introduction and description of the status quo, the study found the prevalence of outlets A commercial bank customer queuing time is too long, the teller services weary, inefficiency and other circumstances, then there is a problem on the A commercial bank counter service analyzes the causes that lead to customer expectations with the competition increased risk appetite led to complex business processes, counter staff appraisal oriented service quality is leading to deviation three reasons counter service. Moreover, the commercial banks to apply for a service quality gap model was analyzed, and the commercial banks to enhance a program to improve the quality of services, and finally put forward, including improved working conditions, streamline business processes, the popularity of electronic banking, establish a flexible contradictions of the six measures and simplify business processes and risk control assessment methods incase staff training, and the establishment of a scientific and effective service quality evaluation system, the aging analysis of the customer base of the two disorders, such as electronic banking boycott.