Research On Service Quality Improvement Of M Branch Of S Bank

With the operation of society,people’s demand for financial services is increasing day by day.Banks’ service in accordance with the previous model is obviously far from The Times,and the service mode has been adjusted under the promotion of big data and Internet economy.Therefore,the future development trend of banks will be to study customer satisfaction,provide services differently,and focus on customer relationship management so that customers can enjoy more refined services.Under the impact of many factors,such as unique customer demand,network economy,product innovation and so on,the banking industry is still changing,shifting from the previous focus on products to customers.As far as customer experience is concerned,the Internet industry gives customers the greatest satisfaction of their expectations.Therefore,in order to develop better,the banking industry must carry out technological innovation and thorough reform of financial services,so as to improve the service level and quality and make customers more and more satisfied.The research idea of this paper is to propose,analyze and solve problems.The research object is set as M branch of S Bank,and the service quality of the bank is specially explored.Firstly,the customer demand and actual competition of commercial banks are analyzed,based on which it is necessary to improve the service quality of M branch of S Bank.After combing the relevant Chinese and foreign literature,the effective methods to improve the service quality of the bank are summarized,so that the paper has a theoretical basis,and the research ideas and methods of the article are determined.Secondly,this paper analyzes the basic situation of M Branch of S Bank in detail,covering the service management organization,management mechanism,outlet window and other aspects,and points out the defects and problems in the service quality management of the bank at the present stage,so as to provide relevant basis for subsequent analysis and treatment of the problems.Thirdly,the questionnaire was designed with the help of Servqual theory,and the five levels and 22 indicators were set to facilitate customers to evaluate the service quality of the bank.The weight of each indicator was determined through the application of AHP and expert scores while using the questionnaire survey.Finally,the weighted average is used to determine the decisive factors of service quality.According to the data obtained,the problems in the service quality of the bank can be deeply interpreted in a quantitative way.Finally,with different forms of investigation and analysis means,for the bank to improve the quality of service to design the corresponding solutions and strategies.This paper analyzes the specific situation of service quality management of M branch of S Bank at the present stage,and constructs targeted service quality improvement strategies.Through the use of these strategies,the problems in service management at the present stage can be properly solved.We can also refer to its theoretical methods and research methods to promote the improvement of our own service quality.Similarly,other financial organizations and bank regulators can also be used for reference when exploring and formulating relevant customer service measures.