Research On Service Quality Improvement Of Icbc Zhengzhou Branch

After nearly three decades of accumulation and development,China's financial system has been further reformed,the overall scale of commercial Banks has been growing and the overall situation is getting better.However,at the same time,commercial Banks are faced with the dilemma of intensifying business risks,homogenization of industrial products and impact of Internet finance.At present,all major commercial Banks are reforming in order to stand out in the current competition.Customers are the most important strategic resource of commercial Banks and the basis for their survival and development.Therefore,it is necessary for commercial Banks to improve their soft power by improving their service quality and customer acquisition ability.Take the zhengzhou branch of industrial and commercial bank of China as an example.In the era of vigorous development of Internet finance,it has become an inevitable choice to improve the service management system of business branches,improve the service level,increase the contribution degree of service value,focus on the service as the core competitiveness and pay attention to the connotative growth.This paper focuses on the main clue of "putting forward the problem--analyzing the problem--solving the problem" and conducts a study on the improvement of the service quality of the business branches of icbc zhengzhou branch.First of all,this paper expounds the market background faced by icbc zhengzhou branch,analyzes the necessity of improving the service quality of business branches,and determines the research ideas and methods of this paper.Secondly,the literature analysis method is used.On the one hand,the theory of service quality RATER index,service value theory,and the relationship between service and customer satisfaction are studied to determine the theoretical basis of this paper.On the other hand,learn the domestic and foreign innovative measures,and summarize the advanced methods of service quality management of commercial Banks.Thirdly,using the questionnaire analysis method,the service quality questionnaire is designed based on the service quality RATER index,and thecustomer's evaluation of the service quality of the business branches of icbc zhengzhou branch is analyzed from five aspects: infrastructure,service specification,service attitude,professional level and service carrying capacity.Fourth,based on the results of the customer satisfaction questionnaire,this paper discusses the problems and causes of the service quality of the business branches of ICBC Zhengzhou branch.Fifth,the measures to improve the service quality of the business branches of ICBC Zhengzhou branch are explored from the aspects of perfecting the management system,changing the service thinking,optimizing and innovating the service process,improving the comprehensive quality of service personnel,and rationally allocating service resources.This article to enhance the industrial and commercial bank of Zhengzhou branch outlets service quality as a starting point,through the business office service quality customer satisfaction survey and the business office staff visit investigation,analysis of the problems existing in the business office services and its causes,and put forward the ascension of targeted measures,has certain feasibility and practical significance.