Study On The Service Quality Of China Construction Bank Shanghai Branch

China Construction Bank is one of the four major state-owned banks, many businesses of Shanghai branch was ranked in the first place among the tier-one Branch. At present, Shanghai branch of China Construction Bank has 328 branches, more than 9500 employees, and put forward the strategic vision, ”To become a leading, employee enterprising and the most competitive bank with more efficiency, more market shares and more customer satisfaction at Shanghai”. Business transformation, the adjustment of business structure, strengthen the innovation of product and service, building a first-class international efforts is the goal of China Construction Bank Shanghai Branch.However, in recent years, although Shanghai branch in the development of enterprises, the size of the loan achieved great success, but in the banking outlets transformation and service improving is still insufficient, lack of competitiveness banking outlets has directly affected the further development of CCB Shanghai branch.This paper will take the Shanghai branch`s outlets of China Construction Bank as examples, using the PZB model and the SERVQUAL scale tool, study comprehensive service ability of outlets problems. As a service industry, service quality management is helpful to avoid the disadvantages that exam only by business, through a comprehensive evaluation system, can effectively improve the service efficiency of dot and comprehensive ability. Therefore, the research of this paper will provide certain reference on how to become the market leader by using service management of China Construction Bank Shanghai Branch.