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MBA范文农业银行宁夏分行基层网点服务质量研究(55页).rar

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更新时间:2018/10/3(发布于宁夏)

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文本描述
摘要
银行服务质量是现代商业银行核心竞争力的表现形式和重耍内界,提供高质量的银行服务
不仅是我国现代商业银行坚持不懈的追求,也是我国银行业在新形势下应对新挑战的必然选择。

随着一些外资银行的逐步进入,原本产品同质性就很强的中国银行业的竞争就更加激烈了,客户
在市场中逐步趋于主导地位,因此如何向客户提供优质服务,提升客户满意度,最终达到客户忠
诚度的目标,就成为每个银行所关注的重心和所要努力的方向。因此,本文从提升商业银行服务
质量的研究背景开始,阐述了对银行服务质量的基本认识,以及深入开展理论研究的目的和现实
意义。农业银行宁夏分行基层网点的渠道建设不断优化、产品创新不断加快、服务效率不断提升、
服务管理不断加强、社会责任意识不断增强,以这五个方面的服务质量现状为基点,对基层网点
服务质量存在的主要问题及影响因素进行了探讨。

在此基础上,探讨了如何提升农业银行宁夏分行基层网点服务质量,塑造职业化的服务员工,
提高客户满意度。为解决农业银行宁夏分行基层网点现实存在的服务质量问题,本文详细阐述了
六大操作模块,包括创新产品和服务、优化网点环境、强化服务渠道、完善服务考核体系、推进
营销服务队伍的建立等,对加强农业银行宁夏分行基层网点服务质量管理具有重要的借鉴作用和
参考价值。

关键词:农业银行屮夏分行,基层网点,服务质量,研究
I
Abstract
Bank service quality is an important content and form of the modern commercial bank core
competitiveness, and providing high quality banking services in China is not only a modern commercial
bank unremitting pursuit, but also the new challenge in the inevitable choice of China&39;s banking industry
in the new situation. With Some foreign Banks getting in, a very strong China banking competition of
the original product homogeneity is getting more and more intense, customers in the market is gradually
becoming leading role position, so how to provide our customers with high quality service, improve
customers’ satisfaction, and finally reach the goal of customer loyalty become the focus and direction
of each bank.Therefore, this paper starts with the research background of improving the commercial
Bank service quality, stating some basic understanding of the bank service quality, and further to carry
out the purpose of theory research and practical significance. The channel construction of basic banking
department of Ningxia branch of Agricultural bank is constantly optimizing, the product innovation is
speeding up and service efficiency is improving, service management is continuously strengthening,
social responsibility consciousness is unceasingly strengthening, regarding these five aspects of service
quality status as the base, the main problems and influence factors which lie in the service quality of
basic banking department have been studied.
Based on this, how to improve the service quality of basic banking department of Ningxia branch
of Agricultural bank has been studied, shaping professional service staff, improving customers&39;
satisfaction. In order to solve the problem of the service quality in basic banking department of Ningxia
branch of Agricultural bank, this paper elaborates on six operation modules, including innovating new
products and services, optimizing basic banking department environment, strengthening the service
channel, perfecting service evaluation system, promoting the establishment of marketing service team,
which have important reference and reference value to strengthen the service quality management of
basic banking department of Ningxia branch of Agricultural bank.
Key words: Ningxia Branch Of Agricultural Bank, Basic Banking Department, Service Quality,Study