本文關(guān)鍵詞：中國銀行石家莊分行服務(wù)質(zhì)量優(yōu)化研究　出處：《河北科技大學(xué)》2015年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 服務(wù)質(zhì)量 有形性 響應(yīng)性 移情性 可靠性

【摘要】：隨著經(jīng)濟(jì)全球化以及金融市場化進(jìn)程的加快,商業(yè)銀行主要金融中介的重要地位在相對降低。客戶日益顯現(xiàn)出其重要地位,需求逐步向廣度和深度發(fā)展,從而對銀行服務(wù)質(zhì)量有了更高的要求。服務(wù)質(zhì)量管理已經(jīng)成為銀行保留客戶及營銷客戶的基礎(chǔ),對于銀行的未來發(fā)展起著舉足輕重的作用。文章對國內(nèi)外服務(wù)質(zhì)量感知、服務(wù)質(zhì)量評價(jià)、服務(wù)質(zhì)量提升理論進(jìn)行了研究,報(bào)告了中國銀行石家莊分行及同業(yè)服務(wù)的現(xiàn)狀,進(jìn)行了服務(wù)質(zhì)量問卷的調(diào)查并進(jìn)行了問題分析。文章運(yùn)用了比較分析法、觀察法、問卷調(diào)查法、定量分析法、定性分析法等多種分析方法,通過SPSS分析軟件,對問卷數(shù)據(jù)進(jìn)行了信度、效度分析,找出了服務(wù)過程中的差距并進(jìn)行了原因分析。通過服務(wù)質(zhì)量差距模型運(yùn)用,分別從有形性提升、響應(yīng)性提升、移性性提升、可靠性保持等方面制定了優(yōu)化提升策略。中國銀行石家莊分行服務(wù)的可靠性、保證性是客戶比較認(rèn)可的,需要重點(diǎn)保持;對于服務(wù)的有形性、移情性和響應(yīng)性,客戶滿意度普遍偏低,有待于進(jìn)一步提升。銀行通過文優(yōu)服務(wù)、渠道建設(shè)加強(qiáng)銀行有形性提升;通過銀行銷售流程導(dǎo)入提升服務(wù)響應(yīng)性;通過大堂經(jīng)理及客戶經(jīng)理隊(duì)伍建設(shè)提升服務(wù)移情性;通過網(wǎng)點(diǎn)內(nèi)控建設(shè)、以客戶為中心的理念建立以及對客戶的主動營銷工作保持銀行服務(wù)的可靠性,建立以客戶為中心的營銷理念,指導(dǎo)該行業(yè)務(wù)實(shí)踐。
[Abstract]:With the economic globalization and the financial market to speed up the process, the important position of main financial intermediaries in commercial banks is relatively lower. The customer is showing its important position, the demand to the breadth and depth of development gradually, which have higher requirements on bank service quality. Service quality management has become the bank retains customers and customer based marketing for the future, the development bank plays an important role. The perception of service quality at home and abroad, service quality evaluation, is studied to improve the service quality theory, report status China bank Shijiazhuang branch and industry services, conducted a survey of service quality questionnaire and the problem analysis. This paper uses the observation method of comparative analysis method, questionnaire survey method, quantitative analysis, qualitative analysis and other analysis methods, through the SPSS analysis software, the questionnaire data. Degree of validity analysis, find out the gap in the service process and the reasons were analyzed. By using the service quality gap model, respectively, from the physical nature of ascension, ascension movement response, enhance the reliability and maintain the optimal strategy to improve reliability. China bank Shijiazhuang branch service, to ensure that customers are more recognized the need to keep focus on; for tangible service, empathy and responsiveness, customer satisfaction is generally low, need to be further improved. The bank through the excellent service, strengthen channel construction bank tangible to ascend; through the bank import sales process to improve service response; through the lobby manager and customer manager team construction to improve service empathy through the construction of internal control; network reliability, customer centered concept and establish customer active marketing work to maintain banking services, the establishment of the customer The marketing concept of the center directing the business practice.

【學(xué)位授予單位】：河北科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F832.33

【相似文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前2條

1 韓紅彬;中國銀行石家莊分行服務(wù)質(zhì)量優(yōu)化研究[D];河北科技大學(xué);2015年

2 李東瑞;服務(wù)質(zhì)量差距模型在護(hù)理服務(wù)質(zhì)量管理中的應(yīng)用研究[D];山西醫(yī)科大學(xué);2011年

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本文編號：1358116