Research On Service Quality Improvement Strategy Of Bank G Remote Banking Center

Due to the increasing iteration of the modern banking business model,and the deepening of the Internet,as a new service channel of the modern banking industry,today’s remote banking center has become a key area to enhance the overall competitiveness of the banking industry,and has also become the part of the financial evaluation system that can best reflect the financial capabilities and business standardization.With the advent of the Internet era,our consumption behavior habits have also undergone great changes,in the traditional banking business competition fierce,banking product functions and use of the way are very homogeneous today,the means of obtaining funds and maintaining customers is mainly through the method of serving customers to achieve,to maintain customer loyalty,to provide continuous,high-quality and stable service is essential.According to the analysis of people’s current living style and communication habits,services can occur at any time and place,which means that bank customers need to get services anytime,anywhere,and the concentration of customer services in remote banking centers is currently the most important way of service.The paper takes the remote financial services of Bank G as the research goal and discusses the service quality of the remote banking center.First of all,this paper discusses the organizational structure,functional division of labor,operation mechanism and service quality supervision mechanism of the remote banking center of Bank G,and describes the business status of the remote banking center from the aspects of business acceptance process,KPI indicators and service quality assessment status of the remote banking center.Secondly,based on the SERVQUAL model and the service quality gap model,the service situation of the remote banking center of Bank G was studied through the questionnaire survey method,and after data collection and summary,the reliability and validity of the questionnaire were tested by SPSS statistical software,and at the same time,the statistical analysis of the sample results was carried out,which determined the main factors affecting the service quality of the remote banking center of Bank G,and then the service quality gap model theory was applied.Analyze the cause of the problem in light of the actual situation of the remote banking center.Finally,combined with the problems and reasons found in the study,the improvement strategy and related safeguard measures for the service quality of Bank G remote banking center were formulated from four aspects: business training methods,business processing processes,quality supervision mechanisms,and system operation functions.This study is conducive to improving the overall operation level of Bank G remote banking center and the core competitiveness of Bank G in the banking industry,and has certain reference significance for similar call centers.