中国银行SM支行客户服务体系优化研究

发布时间：2018-03-24 11:30

本文选题：客户服务体系　切入点：商业银行　出处：《西安科技大学》2017年硕士论文

【摘要】：近年来,随着市场经济的快速发展,金融机制的不断健全,客户服务体系已成为银行的重要战略决策之一,作为银行的重要资产和资源,客户对银行服务的导向作用较大。银行在为客户提供服务过程中,通过构建客户服务体系、客户关系管理体系,以此达到提升客户满意度、增强银行市场核心竞争力的目的。那么如何构建完善的客户服务体系,面向客户提供多元化、多样性服务,是银行当前面临的重大研究文之一。本文在对银行客户服务体系相关理论、商业银行服务发展历程、新常态下银行业的发展特点及服务体系变化趋势进行论述的基础上,对中国银行SM支行客户服务体系的内容、模块、建设情况及服务满意度情况进行调研分析,总结得出中国银行SM支行客户服务体系存在的问题包括:客户服务能力有待提升、客户服务团队建设有待完善、客户服务管理内部沟通不畅和客户分析工作不到位。导致其存在问题的原因主要包括:客户服务理念与战略缺失、客户价值判断和服务配置不合理和人力资源管理机制不健全。基于目前存在的问题,提出中国银行SM支行服务体系优化的措施。主要包括:提升客户服务能力、建立高素质的从业人才队伍、加强客户评价和细分服务、完善客户关系的管理信息系统、完善人力资源优化配置和加强智慧性银行建设。
[Abstract]:In recent years, with the rapid development of market economy and the continuous improvement of financial mechanism, customer service system has become one of the important strategic decisions of banks, as an important asset and resource of banks. In the process of providing customer service, banks can improve customer satisfaction by constructing customer service system and customer relationship management system. The purpose of enhancing the core competitiveness of the bank market. Then how to build a perfect customer service system to provide diversified and diversified services to customers, It is one of the most important research papers that banks are facing at present. Based on the related theory of bank customer service system, the development history of commercial bank service, the development characteristics of banking industry under the new normal and the trend of service system change, Based on the investigation and analysis of the contents, modules, construction and service satisfaction of the customer service system of SM Branch of Bank of China, the author concludes that the problems in the customer service system of SM Branch of Bank of China include: the ability of customer service needs to be improved. The construction of customer service team needs to be improved, the internal communication of customer service management is not smooth and the work of customer analysis is not in place. The customer value judgment and service allocation are unreasonable and the human resource management mechanism is not perfect. Based on the existing problems, the paper puts forward the measures to optimize the service system of SM Branch of Bank of China. It is necessary to establish a team of highly qualified professionals, strengthen customer evaluation and subdivision services, perfect the management information system of customer relations, perfect the optimal allocation of human resources and strengthen the construction of intelligent banks.
【学位授予单位】：西安科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F832.33

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