Research On Improving Services Of Community Bank Of Bank Of Beijing

With the accelerated development of domestic economic construction,China's financial market has been quickly input of capital and blood at home and abroad.In the face of the ever-changing market,it is imperative for the Bank of Beijing to adjust its existing retail business model,to change its original operation mode with large and complete business outlets,and develop the community banking model to obtain more customer resources.There is a need to adjust and improve customer satisfaction timely in the course of choosing this reform path,which will be studied and analyzed in this paper.First of all,the paper systematically combed the literature of community bank,and explained the concept of service quality and related research.Secondly,the paper introduces the development of community bank of Bank of Beijing,and analyzes its main competitors and advantages and disadvantages.Then,draws lessons from the SERVQUAL model,investigates the customer's perceived service quality and satisfaction with part of community banks of Bank of Beijing by questionnaire,and investigates the service quality dimension that affects customer satisfaction through regression analysis.Finally,through the regression analysis results and the customer perceived service quality gap of the survey,this paper puts forward specific suggestions to improve the customer service quality of community banks.