Service Quality Evaluation Study On Chengde Taoli Branch Of Agricultural Bank Of China

The thesis regards Agricultural Bank of China, Taoli Branch of Chengde as the research object. Firstly, it analyzes relevant theories on the service quality of domestic and overseas, and introduces the basic concepts on the service quality and several common methods to evaluate it. Then, this research chooses the method that combines factor analysis and service quality evaluation method by comparison. Secondly, it states the present situation of service quality of Taoli Branch through practical investigation. Then a service evaluation index system, which is based on the SERVQUAL model, is established for the branch according to the present situation. The system has five dimensions in total and involves 22 indicators. Based on the established index system, questionnaire design and survey are carried out. Finally, it obtains the service quality basic data of Taoli Branch of Chengde through the customer questionnaires which cover various indexes. Factor Analysis is used to adjust and classify the indexes in the established service quality evaluation index system, and name the main factor. Applying a service quality evaluation method, the objective evaluation is made on various service quality indicators of Taoli Branch of Chengde. Thus it gets corresponding service level of each index, and also proposes specific countermeasures and suggestion to the result.The thesis establishes a suitable index system of service quality evaluation combining with the practical situation of the service quality of Taoli Sub-branch of Chengde, which is on the basis of investigation and research. It also uses service quality evaluation method to evaluate the quality of service. It has certain referential value and significance to the servi ce quality management of Taoli Branch of Chengde.