本文選題：建行上海分行 + 服務(wù)質(zhì)量��； 參考：《上海交通大學(xué)》2014年碩士論文

【摘要】：中國建設(shè)銀行是四大國有銀行之一,下屬上海市分行許多業(yè)務(wù)在建行一級分行中更是位居榜首。目前上海市分行管轄有328個經(jīng)營網(wǎng)點、員工近9500人,并提出“建設(shè)成為上海地區(qū)效率領(lǐng)先、效益最佳、份額遞增、客戶滿意、員工進(jìn)取、最具競爭力的銀行”的戰(zhàn)略愿景。積極推進(jìn)業(yè)務(wù)轉(zhuǎn)型,調(diào)整業(yè)務(wù)結(jié)構(gòu),加強(qiáng)產(chǎn)品和服務(wù)創(chuàng)新,努力朝國際一流商業(yè)銀行前行是建設(shè)銀行上海市分行的目標(biāo)。然而近幾年上海分行雖然在企業(yè)發(fā)展,貸款規(guī)模等方面取得了較大的成功,但在網(wǎng)點轉(zhuǎn)型,提升網(wǎng)點服務(wù)效能等方面仍有所欠缺,網(wǎng)點競爭力的不足直接影響了建設(shè)銀行上海市分行的進(jìn)一步發(fā)展。本文將以建設(shè)銀行上海市分行的網(wǎng)點為研究對象,運(yùn)用PZB模型及SERVQUAL量表等工具,研究網(wǎng)點的綜合服務(wù)能力問題。作為服務(wù)性行業(yè),進(jìn)行服務(wù)質(zhì)量管理有助于改善僅進(jìn)行業(yè)務(wù)考核帶來的弊病,通過全方位的評價體系,可以有效提升網(wǎng)點的服務(wù)效能和綜合實力。因此,本課題的探究對于建行上海分行網(wǎng)點如何通過服務(wù)管理在市場上脫穎而出有一定的借鑒意義。
[Abstract]:China Construction Bank (CCB) is one of the top four state-owned banks, with many of its branches in Shanghai topping the list. At present, Shanghai Branch has a total of 328business outlets and nearly 9500 employees, and puts forward the strategic vision of "building into the most competitive bank with the leading efficiency, the best benefit, the increasing share, customer satisfaction, enterprising employees and the most competitive bank in Shanghai". The goal of CCB Shanghai Branch is to actively promote business transformation, adjust business structure, strengthen innovation of products and services, and strive to advance towards international first-class commercial banks. However, in recent years, although the Shanghai Branch has achieved great success in enterprise development and loan scale, it still lacks in the transformation of the network and the enhancement of the service efficiency of the network. The lack of competitive power has directly affected the further development of the Shanghai Branch of China Construction Bank. This paper will take the branch of Shanghai branch of China Construction Bank as the research object, use PZB model and SERVQUAL and other tools to study the comprehensive service ability of the network. As a service industry, the service quality management can help to improve the disadvantages brought by only the business assessment. Through the omnidirectional evaluation system, the service efficiency and comprehensive strength of the network can be effectively enhanced. Therefore, the research of this topic has certain reference significance for CCB Shanghai branch how to stand out in the market through service management.
【學(xué)位授予單位】：上海交通大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F724.6;F832.2

【參考文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前1條

1 安e，

本文編號：2052314