Research On The Influence Of The Satisfaction Of Grassroots Employees On The Service Quality Of Commercial Banks

At present,China's economy is at a stage of rapid development and high-quality development.Under the momentum of sound economic development,the competition among the financial industry is also fierce.In order to adapt to the fiercely competitive financial market and expand its own profitability,commercial banks are undergoing profound management mode changes in an environment of competitive pressure in many aspects.As a typical service industry,the ultimate goal of commercial banks is to maximize profits,and where profits can come from,it is customers.As the sole source of profit for the bank,how to maintain the bank's existing stock customers and develop new customers quickly and effectively is a huge test for banks.Since the relationship between the customer and the bank is mutual need and utilization,the customer's trust and satisfaction with the bank is mainly based on the service quality of the bank as the first criterion.This requires employees to obtain high customer satisfaction with good service quality.In turn,it affects the bank's brand influence and customer loyalty,so as to obtain more valuable customers and create more profits for the bank.Based on the research of other scholars,this paper draws on the J-type behaviors of China Construction Bank,and draws on the opinions of grassroots employees by referring to the relevant literatures at home and abroad as well as the research and research of scholars,and designs and distributes questionnaires suitable for the grassroots employees of J branch.Conduct on-the-spot visits and surveys of relevant personnel to obtain real survey data.Through the analysis software to evaluate the survey results,and through the evaluation model to process the survey data,calculate the evaluation value of the employees of China Construction Bank for their job status.Further,this paper studies the employee satisfaction by establishing multiple regression equations.Whether there is a correlation between a variable and the quality of service dimension and what kind of correlation exists.The research results show that there is a strong positive correlation between grassroots employee satisfaction and service quality.Only when employees are satisfied with their work can they work in a better state and provide excellent services to customers.For employees,the quality of service depends on satisfaction.The higher the employee's satisfaction with the bank,the better the service quality.Since customer satisfaction is the goal of the service industry,banks strive to improve employee loyalty and a sense of belonging,so that employees are willing to stay in the enterprise and contribute their own strength to the company,thereby improving the economic efficiency of the company.Therefore,the satisfaction of employees to work largely determines the quality of service at the grassroots level.In view of the conclusion of this research,this paper puts forward relevant countermeasures and suggestions to help commercial banks improve employee satisfaction,further improve the service quality of employees,and ultimately improve bank performance and achieve the goal of maximizing the profitability of commercial banks.