The Research On The Factors Of The Counter Error Problem Of C Bank Wenzhou Branch

In recent years the homogenization of products and services between banks is becoming increasingly prominent.Therefore,it is urgent for banks to continuously improve the quality of financial products and services.The counter service as the basic service of banking services,its quality is directly related to the quality of the whole banking products and service quality of customer evaluation.Therefore,as an important part of the counter service quality,it is necessary to study the problems of the counter error.Firstly,on the basis of related literature research,this article launched a theoretical analysis on the problems of the counter error,from three dimensions which is the operator,operating environment,and the operation object,and drew the chart of causal analysis on Counter Error Problem combined with the characteristics of counter business and work experience of the writer.Then,empirical research was carried out on the counter error problem of C Bank Wenzhou branch,mainly on the quantitative analysis of the error data during 1-5 month in 2017,and through the questionnaire investigation to the counter staff.This article holds that the factors that causing errors are the complexity of the business itself,and bank business regulations,staff assessment,staff training and other aspects of the lack of management of these external factors,but the most important reason lies in "people",the counter staff's subjective consciousness itself,such as the degree of care,risk awareness,and their business ability and bad operating habits.At the same time,this article argues that although the business volume and the errors are not related,but it is liable to make errors during the business peak hours.To reduce errors,six aspects need to be improved,such as enhancing the professionalism of the counter staff,scientific design of business procedures and rationalization of assessment,especially in the assessment system,the management should mobilize the counter staff to reduce errors with their occupation development and transform from punishment to rewards;more attention should be paid to the dispatching of the counter staff and the proper arrangement of the rest between the working hours;and the combination of counter business and new financial technology should be also vigorously promoted to realize the transformation of more automatic control and reduce the human error.With the C bank Wenzhou branch as an example,this study deepens the analysis of counter business error rate,reveals the general features of the counter error rate,provides a practical guidance to improve the quality of bank service,and at the same time,broadens the research on micro level.