Research On Customer Perceived Service Quality Of XZ Sub-branch Of Shangshui County, Postal Savings Bank Of China

In recent years,the core indicator of customer satisfaction has been increasingly valued by service-oriented enterprises.For these companies,providing high quality services to customers to win their satisfaction has become a key factor in determining a company's competitiveness.At present,the competition among banks is becoming increasingly fierce,and people's requirements for banking services are getting higher and higher.In order to gain a firm foothold,the commercial banks must provide products and services that better meet customers' needs.Postal Savings Bank of China has been committed to building itself into a first-class large-scale commercial bank.In the face of fierce competition in the industry and the impact of Internet finance,how to thoroughly implement the "customer-centered" business philosophy and improve customer satisfaction has become an urgent issue to solve.This paper takes shangshui XZ sub-branch of postal savings bank of China as the research object.Based on the RATER index model of service quality evaluation,a questionnaire is designed to evaluate the perceived quality and expected quality of sub-branch customers from the five dimensions of tangibility,reliability,security,responsiveness and empathy.Then,through interviews with customers and front-line employees,we further explored the problems and causes of the service quality of the sub-branches.Finally combining with the actual conditions,improve countermeasures from improving the service scene of outlet,strengthening the construction of staff team,optimizing service processes,and innovating products and publicity strategies,aimed at comprehensively improving the customer perceived service quality of outlets and promoting the sustainable and healthy development of outlets.After this research,it is found that if commercial banks want to stand out in the fierce competition in the industry,they must strengthen their attention to the quality of service at the grassroots outlets,fully understand the customer's evaluation of the service quality of the outlets.Take effective measures to improve the service quality of outlets and win customer satisfaction,so as to achieve the purpose of promoting the comprehensive development of commercial banks and enhancing the core competitiveness of commercial bank.