Research On The Service Improvement Of X Commercial Bank Based On Service Capability Evaluation Model

With Internet banking broke out a strong growth potential, acc elerating capital flows, improving the allocative efficiency, it increased competition in the financial market. Internet financial impacted not only traditional commercial banking products and services, and changed the traditional bank financing in the channel. In order to cope with the financial impact of the Internet on traditional commercial banking, on the one hand, we should increase investment in technology in the traditional commercial banks, strengthen the traditional advantages of electronic banking, based on the ac tive involvement of the Internet in the financial sector; on the other hand we should strengthen the internal strength forged in order to improve bank service capabilities to enhance the customer experience, to play the advantages of traditional commercial banks.In this paper, taking X commercial bank as an example, through to the commercial bank satisfaction, service quality and the correlative theory research, and combined with the bank management practice, consideration services' connotation and denotation, from two aspects of inside and outside the complementary and complementary guidance to commercial banks capability assessment model is set up, to compensate for the limitations of customer satisfaction and service quality assessment model, such as for the commercial banks from the perspective of management, personnel, improve service level. On the inside and outside the complementary, the service level is evaluated from the bank internal service management mechanism and cultivate business personnel quality, on the other hand, starting from the perception of customer service, a comprehensive assessment of the perception gap between the services. On the complementary guidance, on the one hand, in order to process as the guidance, through the analysis of the customer in the process of expectation and perception, look for the gap between the service levels. On the other hand, with results-oriented, through customer complaints, loyalty and perceived value to evaluate the service level, to X bank overall ascension from the perspective of management and personnel service level.The survey investigated the total of 433 external customers and 720 employees. From the general research situation, for the higher ability evaluation of banking services from the customers, the bank's internal staff service capabilities in addition to the organizational system, in the process system, management support relatively low scores, it remains to be further improved.For the above research problems, this paper proposes nine recom mendations,(1) which is to establish a service capacity building oriented business strategy;(2) the establishment of a service competency-based management system;(3) management process reengineering based on the establishment of assessment;(4) innovative brand in order to enhance the visibility of the Bank of China Bank X;(5) establish innovation mechanism based on core product functionality, support systems and personnel service;(6) the counter product outlets promotion of human services;(7) to strengthen the construction of hardware facilities in order to provide good customer service environment and facilities;(8) to improve custo mer complain feedback mechanism and cultivate customer loyalty;(9) the development and implementation of capacity building services linked incentive system and performance evaluation system.