银行卡组织服务质量与服务流程管理研究

发布时间：2018-05-22 17:25

本文选题：银行卡组织 + 服务质量　；参考：《北京工业大学》2015年硕士论文

【摘要】：随着中国加入世界贸易组织,世贸裁判败诉等原因,中国即将开放银行卡转接清算市场,世界老牌银行卡组织Visa、万事达即将在国内开展银行卡转接清算业务,在日趋激烈的市场竞争中,如何提高服务质量、完善服务流程、提高客户满意度、保持客户忠诚度是中国银行卡组织—中国银联必须面对的难题。本文论述了国际银行卡组织服务及服务流程的发生、发展及现状,介绍了银行卡组织的主要参与主体和发展特征,回顾总结了国内银行卡组织服务及服务流程的发展、现状及特点,并分析了当前存在的问题。国内银行卡组织进行跨行交易转接清算的过程和服务的过程中思考,如何针对中国各类银行、第三方支付等机构的特点更好地为客户服务,充分合理地利用优势,改变传统观念,尽心尽力为组织成员服务。本文结合自身实际工作经验,对国内银行卡组织的服务质量与服务流程进行研究。转变固有经营思路由原来的只单纯注重转接成功率承兑率变为注重转接质量的同时对入网成员机构服务同样重视。本文对国内外银行卡组织服务质量和服务流程现状进行介绍,然后重点分析国内银行卡组织未来的服务要求,即企业面临的竞争,研究服务质量在竞争中的地位及重要性。通过改进服务流程,提高服务质量,达到企业战略规划,实现企业战略目标,并获得经济效益。
[Abstract]:With China's accession to the World Trade Organization and the defeat of the WTO judgment, China is about to open up the clearing market for bank cards. Visa, MasterCard, an established bank card organization in the world, will soon start banking card transfer business in China. In the increasingly fierce market competition, how to improve service quality, improve service flow, improve customer satisfaction, and maintain customer loyalty is a difficult problem that China Bank Card Organization-China UnionPay must face. This paper discusses the occurrence, development and present situation of the international bank card organization service and service flow, introduces the main body and development characteristics of the bank card organization, reviews and summarizes the development of the domestic bank card organization service and service process. The present situation and characteristics are analyzed, and the existing problems are analyzed. How to better serve customers according to the characteristics of all kinds of Chinese banks and third-party payment organizations, and make full and reasonable use of their advantages, during the process and service process of domestic bank card organizations carrying out inter-bank transactions and transferring to liquidation, and how to make use of the characteristics of all kinds of Chinese banks and third-party payment organizations, Change the traditional idea and do your best to serve the members of the organization. This paper studies the service quality and service flow of domestic bank card organization. Changing the inherent business thinking from the original only pay attention to the acceptance rate of success rate of transfer to pay attention to the quality of transfer at the same time to the service of the member organizations. This paper introduces the present situation of service quality and service flow of bank card organization at home and abroad, and then analyzes the future service requirements of bank card organization in China, that is, the competition faced by enterprises, and studies the position and importance of service quality in the competition. By improving the service flow, improving the service quality, reaching the strategic planning of the enterprise, realizing the strategic goal of the enterprise, and obtaining economic benefits.
【学位授予单位】：北京工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F832.2

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