农业银行增城支行基层网点服务质量研究

发布时间：2018-08-23 11:32

【摘要】：对于银行而言,基层网点具有一定的重要性。基层网点不单单是银行的营业机构,是创造利润和收入的企业价值来源,更是完善自身产品和服务质量,展示美好形象的重要领导。所以银行的基层网点的服务质量必须要好,要对客服抱有认真对待的态度。尽快提升服务水平,显著提高客户满意度,已经成为银行基层当前面临的重要课题。从银行本身发展角度分析,隶属于零售类型服务行业,在银行内部各相关部门,岗位之间都必须以提升服务质量为标准,商业银行必须采取相关措施及某些途径将其开发的银行金融类型产品采取服务模式进行销售,进而得到相应的经济效益。所以商业银行发展中最为关键的就是对服务进行管理,其服务水平高低直接决定了商业银行日常管理状况是否好坏,针对目前我国商业银行实际发展角度来分析,影响银行服务质量的两个主要因素就是人才和资源。其中人才因素主要是指商业银行内部员工具体服务质量,态度等。资源方面主要中的商业银行办公硬件设施,及所能够给内部员工提供的办公场所等。人才因素主要是员工,需要投入更多的精力到服务中去,资源则是主要通过技术力量及相应的提升硬件设施来实现,只要同时兼并人才和资源,两者之间并能够共同发展,才能有效提升商业银行服务质量,商业银行服务质量的提升就是为客户不断提供各种服务的整体,客户对服务质量的满意度对银行经济效益,名声及市场额度影响作用都非常大,在某种程度来说银行能够为客户提供服务质量的好坏直接影响客户自身的价值观,对于提高客户对银行业务的满意程度有直接关系,进而对于提升银行市场额度造成巨大影响。本文先对我国商业银行的基层网点服务质量的现状进行调查研究并分析影响商业银行服务质量的因素,再对农业银行增城支行基层网点服务质量存在的问题进行调查研究,列举出当前农业银行增城支行基层网点服务质量存在的突出问题,并提出相应的解决的策略,最后得出相关的结论和展望。希望本文的研究对银行基层网点的服务质量的提高有所帮助,希望商业银行基层网点真正做到为人民服务,改正自身服务所存在的不足。本人研究有限,所以该论文仍存在许多的不足。
[Abstract]:To the bank, the grass-roots network has certain importance. Grass-roots network is not only the business organization of the bank, but also the source of enterprise value to create profit and income. It is also an important leader to improve the quality of their own products and services and to display a beautiful image. So the service quality of the basic-level network of the bank must be good, must have a serious attitude towards customer service. It has become an important subject for banks to improve service level and customer satisfaction as soon as possible. From the perspective of the development of the bank itself, it belongs to the service industry of retail type. It is necessary to improve the service quality among the relevant departments and positions within the bank. Commercial banks must take relevant measures and some ways to sell the banking financial products developed by commercial banks in order to obtain the corresponding economic benefits. Therefore, the most important thing in the development of commercial banks is to manage the services. The level of service directly determines whether the daily management of commercial banks is good or bad. This paper analyzes the actual development of commercial banks in China at present. The two main factors that affect the quality of bank service are talents and resources. The talent factor mainly refers to the specific service quality, attitude and so on. The main resources of the commercial bank office hardware facilities, and can provide internal staff office space and so on. The talent factor is mainly the employees, who need to put more energy into the service, and the resources are mainly realized through the technical strength and the corresponding upgrading of hardware facilities. As long as the talent and resources are merged at the same time, the two can develop together. In order to effectively improve the service quality of commercial banks, the improvement of service quality of commercial banks is to provide customers with a variety of services as a whole, customer satisfaction with service quality on the bank economic benefits, Reputation and market quota are very important. To some extent, the quality of service that banks can provide to customers directly affects their own values, which is directly related to the degree of customer satisfaction with the banking business. In turn, it has a huge impact on increasing the market quota of banks. In this paper, the current situation of service quality of commercial banks at the grassroots level in China is investigated and the factors affecting the service quality of commercial banks are analyzed, and then the problems existing in the service quality of the sub-branch of Zengcheng Branch of Agricultural Bank are investigated and studied. This paper enumerates the outstanding problems existing in the service quality of the basic branch of Zengcheng Branch of Agricultural Bank of China, and puts forward the corresponding solving strategies, and finally draws the relevant conclusions and prospects. I hope the research in this paper will help to improve the service quality of the grass-roots network of the bank, and hope that the grass-roots network of the commercial bank can really serve the people and correct the shortcomings of its own service. My research is limited, so there are still many shortcomings in this paper.
【学位授予单位】：江西财经大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F832.2

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