Research On Service Quality Improvement Strategy Of Zx Bank Zhengzhou Branch Business Department

With the rapid development of economy and the rapid improvement of consumption level,people’s demand for the financial industry is also more diversified;The emergence of various financial institutions has also made the survival of the banking industry face serious challenges.There are more and more comments on the Internet about "the banking industry is facing a cold winter" and "the golden age of the banking industry has long passed".Facing the increasingly fierce competitive environment and the increasingly diversified customer needs,service quality has become an important factor for banks to attract customers,and the service quality of the hall directly affects customers’ evaluation of the bank outlets.It is of great significance for the long-term development of banks to enhance their brand awareness,attract customers,enhance their stickiness,enhance their trust and improve their Customer satisfaction through the quality of service.The paper applies the five dimensions of SERVQUAL model to design a questionnaire to analyze the current situation of service in the halls of the business department of Zhengzhou Branch of ZX Bank,and to investigate the customers who handle business in the halls of outlets,so as to obtain service quality data.At the same time,the 5GAP model is used to analyze the customer perception and other links in the service process.Through research,it was found that there were problems in the daily work of the business department of ZX Bank Zhengzhou Branch,such as insufficient clarity of business processes and guidance,failure to effectively solve the problems of each customer,long waiting time of customers,uneven business level of employees,and failure to pay attention to customer personalized needs in a timely manner.The causes of the above problems were analyzed,and clear business processes and guidance were designed from point to face Reasonable optimization of business rules and procedures,improvement of the linkage mechanism between the hall and the post,improvement of the staff’s business skills,enhancement of empathy and empathy with customers and other improvement plans,and the formation of specific measures,which are implemented in daily work,are not only conducive to standardizing the staff’s behavior,improving service efficiency,improving service quality,but also conducive to enhancing customer stickiness,improving customer satisfaction,and establishing brand image Expand the scale of banking business and give different degrees of reference to the same industry.