A Study On The Relationship Between Employee Loyalty And Customer Perceived Service Quality In Commercial Banks Under Different Capital Structures

Many industries have pay more attention on "service" in the new century, how to improve the level of service become a problem. As a sign of financial industry, facing the strike of foreign bank and joint-stock bank, the increasing number of internal bank also makes the competition reach a high level. Accompanied by growing competition and imitation, the financial products of bank gradually become coessential, in order to achieve competitive advantage, bank is bound to return to service, trying their best to improve the quality of service to win trust of customers.This article starts from two parts:"employee loyalty" and "service quality". With two research objects "bank employee" and "bank customer". Using the questionnaire to survey bank customers and bank clerk. Using "random matching" to deal with origin data, extract data from "quality of service" and "employee loyalty",analyze new data and explore the inherent link between bank employees loyalty and service quality of banks.We can get the following conclusions through empirical research and model test:For the joint-stock commercial banks:(1)Enhancing employees the sense of honor, giving rights for employees to choose other jobs. Besides, helping employees solve problems during work, it can improve the sense of belonging, improving the trust between bank and customers, in order to enhance the service quality of commercial banks;(2)Giving employees the freedom to choose other jobs, no mandatory for employees and enterprises to tide over the difficulties when banks are facing financial difficulties, it can improve the trust of employees, so as to improve the efficiency of bank business, enhancing the quality of bank service;For the state-owned commercial bank:(1)Pay more attention to the basic situation and needs of employees, reducing the turnover of employees to enhance the sense of belonging to the bank staff, it can improve the trust between banks and customers, so as to improve the quality of bank services; (2)Enhance employees’willingness of serve for banks of long-term,it is not necessary for employees to propose suggestions for bank development, it is better for employees to focus on the daily work, so as to improve the efficiency of bank business, improving the quality of bank services;...