Research On The Service Quality Of The Business Department Of Industrial And Commercial Bank Of China Bazhou Sub-branch

With the reform of China's financial system,domestic commercial banks are facing unprecedented pressure while the overall business situation of the industry is improving.The full entry of foreign banks makes the domestic banking industry,which is already very competitive,even more competitive.The homogenization of financial services and the impact of Internet finance cause the business risk of commercial banks to intensify.How to improve the service quality and enhance the service ability has become a priority for commercial banks in the face of complex competitive environment.Taking Ba Zhou branch of industrial and Commercial Bank of China as an example,this paper studies how to allocate resources,improve service quality,sublimate service value,and comprehensively improve customer service satisfaction perception in the era of knowledge economy.Building a service culture centered on service has become an inevitable choice for commercial banks.Based on the theory of service quality,service and customer satisfaction,this paper analyzes the problems and causes of customer service in the business outlets of Ba Zhou Branch.Firstly,it expounds the market background faced by the BABC branch of ICBC,analyzes the necessity of improving the service quality of business outlets,and determines the research ideas and research methods of this paper.Secondly,it carries out literature reading and theoretical speculation,using literature analysis method.To study the theory of service quality and bank service quality,bank service quality evaluation methods,customer satisfaction and customer satisfaction,etc.,to determine the theoretical basis of this paper.Thirdly,using the questionnaire analysis method,based on the service quality RATR index and the service quality evaluation SERVQUAL method as the theoretical basis,design the customer satisfaction survey questionnaire of the business outlets,and use the statistical software such as SPSS20.0 to analyze the questionnaire data and analyze the customer's business to industry and commerce.The evaluation of the service quality of the bank branch of the bank in Bazhou Branch;then,combined with the results of the customer satisfaction survey questionnaire,explores the problems and causes of the service quality of the business outlets of the Industrial and Commercial Bank of China,and finally changes the use of case data and analysis.The staff service concept,improve the management system,improve the performance management mode,improve the network human quality,create a new business service team,optimize the allocation of service resources,etc.,and explore measures to improve the service quality of the business outlets of the Industrial and Commercial Bank of China.This paper proposes that the service network resources of the business outlets are summarized as “manpower-facilities-information”,and that these three points determine the basis of the service quality of the bank outlets.We should guide the customer needs and emotional expressions from the level of “resource allocation” and guide customers from the sense of touch.Vision and other service perceptions sublimate to awareness,from serving customers to achieving customers,sublimating service value,paying full attention to customer multi-dimensional service experience,and comprehensively improving customer service satisfaction.