Research On Customer Expectation Theory In The Practical Application Of The XX Branch Bank Of Communications In Our Country

With the development of the third party payment platform,P2 P institutions and foreign banks,China's banking industry and the increasingly fierce competition,according to the data show that in recent years the bank XX branch customer loss is very serious,some high-end customer deposits and even lower than the same period last year 50%,but as a state-owned Bank branch of Bank of communications XX at present the main business is still the deposit lending deposit caused by the loss of the loan,the loan due to the lack of profit cuts,reduce the competitiveness in the local branch of Bank of communications XX.And in August 2016,XX was named the national pilot Free Trade Zone,the core grain production base,the airport economic comprehensive cross-border experimentation area.The electricity supplier comprehensive experimentation area and a series of strategic planning base,the local economy has experienced rapid growth,this is an opportunity and a challenge for the bank XX branch.Therefore SERVQUAL service quality measurement model as an opportunity to explore the process of Bank of XX branch in customer service issues,customer service expectation theory,discusses the countermeasures to improve the service level of the traffic bank XX branch.The concept of customer service expectations theory from the start,step by step,to the bank XX branch as an example,discusses the traffic bank in China appeared in the customer service in question,as the premise and puts forward some countermeasures to solve the problem.This chapter describes the current advanced service measure methods,namely SERVQUAL model measurement,which measures the quality of the bank's service from five dimensions: tangible,reliability,responsiveness,trust and empathy;the third chapter mainly discusses the common problems and its causes of the bank of communications in China.The fourth chapter put forward the theme.However,this two chapters are the focus of the full text.On the basis of the first four chapters.The last chapter states a case of the services of the Bank of communications'.It puts theory into practice.