| With the trend of interest rate marketization, financial disintermediation and a growing number of Internet companies’ crossover into the financial sector, the market’s competitive state is to an unprecedented level. The increasingly diversified banking operating entities, bank financial products increasingly homogenized customer demand increasingly diverse, all of these pose a great challenge to the future development of Banks. As the central plains’ southern economic gate, the economy of Nanyang develops by leaps and bounds over the years. The GDP of Nanyang ranks the third in Henan province, the scale of population has reached ten million, and people’s living standard is increasing day by day. Because of enormous economic development and huge market scale of Nanyang, an increasing number of small and medium-sized joint-stock banks, such as China Ever bright Bank, China Citic Bank, Guangdong Development Bank, Bank of Zhengzhou, Pingdingshan bank etc and all kinds of small loan companies started their operation in Nanyang. The market scale and economic benefits of Construction bank of China Beijing Road sub-branch in Nan yang is constantly impacted by these forces. In the current financial environment, customers have more options. Especially in the condition that business outlets can meet the basic need of customers and the quality of service is becoming an increasingly important reference for customers to choose a bank. How to improve the bank’s service quality and increase customer satisfaction becomes an important topic in front of China construction bank Beijing Road sub-branch in.Nanyang. Taking China Construction Bank Beijing road sub-branch as a typical example, on the base of my three years working experience in China Construction Bank, in combination of on-the-spot questionnaires and in-depth interviews in Beijing road sub-branch outlet, in order to do further analysis of existing service problems in Beijing road sub-branch of CCB, and put forward corresponding countermeasures hoping to further improve the service quality of Beijing road sub-branch and increase customer satisfaction.The main contents of this article are as follows: the first part is an introduction, including research background, significance, main content and research method, etc., put forward the most effective way to speed up the development of China Construction Bank is to improve its service quality; Secondly, in turn, explains the meaning of service, the connotation of service quality, the connotation of the commercial bank service quality as well as factors affecting the service quality of commercial banks; Again, taking China construction bank Beijing road sub-branch in Nanyang as an example, design and issue questionnaires, research one by one, through the contrastive satisfaction analysis of each project as well as in-depth interviews of leaders, employees and customers in Beijing road sub-branch, I found service problems existing in the construction bank Beijing road sub-branch; Finally, according to the current service problems facing the Beijing road sub-branch, I put forward relative countermeasures and suggestions, hoping to provide reference to further improve the service quality of China construction bank Beijing road sub-branch. |
