建设银行上海市分行网点服务质量问题研究

发布时间：2018-06-22 08:59

本文选题：建行上海分行 + 服务质量　；参考：《上海交通大学》2014年硕士论文

【摘要】：中国建设银行是四大国有银行之一,下属上海市分行许多业务在建行一级分行中更是位居榜首。目前上海市分行管辖有328个经营网点、员工近9500人,并提出“建设成为上海地区效率领先、效益最佳、份额递增、客户满意、员工进取、最具竞争力的银行”的战略愿景。积极推进业务转型,调整业务结构,加强产品和服务创新,努力朝国际一流商业银行前行是建设银行上海市分行的目标。然而近几年上海分行虽然在企业发展,贷款规模等方面取得了较大的成功,但在网点转型,提升网点服务效能等方面仍有所欠缺,网点竞争力的不足直接影响了建设银行上海市分行的进一步发展。本文将以建设银行上海市分行的网点为研究对象,运用PZB模型及SERVQUAL量表等工具,研究网点的综合服务能力问题。作为服务性行业,进行服务质量管理有助于改善仅进行业务考核带来的弊病,通过全方位的评价体系,可以有效提升网点的服务效能和综合实力。因此,本课题的探究对于建行上海分行网点如何通过服务管理在市场上脱颖而出有一定的借鉴意义。
[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.
【学位授予单位】：上海交通大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F724.6;F832.2

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