Evaluation And Optimization Of Service Quality Of Bank A Network

Commercial banks as a financial services industry,to improve customer satisfaction is an important factor to improve the core competitiveness of banks,and the quality of service of banks to a large extent determines customer satisfaction.Improve the standardization and standardization of customer service quality management of banking financial institutions,promote banking financial institutions to further improve management,improve the quality of customer service,safeguard the legitimate rights and interests of customers,and provide competitiveness in the banking market.With people's pursuit of the growing spiritual civilization,people's pursuit of living standards is getting higher and higher,the pursuit of quality is getting higher and higher.In the new era of refinement and not rough,people's pursuit of service quality is getting higher and higher,especially in the service industry,in the bank this special service industry is more inevitable,can only strive for excellence.In the past,banks may be convenient and simple in people's minds,but today,customers are looking for whether the bank can provide a full range of high-quality customer service experience.The days of traditional customers seeking banking are no longer back,and service outlets are blossoming everywhere to meet customer convenience needs,and customer demand,customer experience,customer satisfaction,become the main way for banks to compete today,and a necessary condition to attract customers to retain customers.In the growing overall demand of customers,flexible needs,customer service quality has become the core condition.On the other hand,with the development of online banks such as e-banking,the traditional customer-friendly needs have been solved,and the quality of customer service has become the bright spot for banks to retain customers and attract customers.In the development of rapid banking transformation and development,driving banks to customer service quality management attention,therefore,the era of the giant wheel pushed the banks have to conduct in-depth study of customer service quality management.This paper takes A bank service quality management as the research object.This study mainly combines the physical elements of service quality SERVQUAL model,reliability elements,responsive elements,guarantee elements,empathy factors and service quality gap model of customer expectations gap,service standard gap gap,service quality transmission gap,market communication gap and other methods to analyze the quality of service management elements of A bank.Based on the actual situation,the study of A bank service quality management status quo and problems of detailed analysis,find A Bank in the daily customer service quality management there is a lack of correct positioning of customer demand,service personnel instability,service personnel younger,equipment obsolete and other problems,including improving the service quality management mechanism,strengthen the service personnel team building,strengthen the hardware equipment configuration and technical updates,open access to customer service and other feasibility proposals to help A Bank in the quality of service management to further improve and perfect.