HBJS 银行营业网点客户服务问题研究
摘要
随着国内外金融市场的进一步融合，以及网络通信技术的高速发展，银行间
的产品同质化速度越来越快，商业银行间的竞争日益激列，依靠传统的产品优势
很难在竞争中取胜。另一方面，随着居民生活水平的提高以及维权意识的增加，
客户对商业银行的服务质量和服务效率提出了更高要求，而其感受商业银行服务
质量和服务效率的最主要途径就是营业网点。目前，国内商业银行服务质量不高、
客户长时间排队的问题比较突出。由于商业银行服务态度差、办理业务慢而引起
的客户投诉时常见于报端。虽然各家银行均采取一定措施，加以改进，但效果并
不理想。如何解决这一问题，从而进一步提升商业银行营业网点客户服务质量，
提高服务效率，已成为国内商业银行一大难题，甚至成为社会问题。对此，本文
以 HBJS 银行为例，在查阅大量文献资料的基础上，深入营业网点进行调查研究，
认为目前商业银行营业网点客户服务中存在的问题主要表现在整体服务质量不
高、外部人员管理不力、主动服务意识不足以及客户等待时间长等方面，本文对
这些问题形成的原因进行了较为全面、系统的分析。最后，本文提出应从渠道建
设、队伍建设、流程优化以及加强考核等方面来解决商业银行主动服务意识不足、
客户排队等问题，以提高商业银行营业网点客户服务质量和服务效率。

关键词：商业银行 营业网点 服务 服务质量 评价STUDY ON THE PROBLEM OF
HBJS BANKOUTLETS CUSTOMER SERVICE
ABSTRACT
With the further integration of financial markets both at home and abroad,
and the rapid development of network communication technology, the homogeneity of
the products faster and faster between banks, the competition among commercial
banks is becoming more and more intense, Relying on the traditional advantage of the
products is hard to win in the competition. On the other hand, with the improvement of
living standards and increase the awareness of rights, the customer put forward higher
requirements on commercial bank's service quality and efficiency, and the main way to
the feelings of commercial bank service quality and service efficiency is the business
outlets. At present, the domestic commercial banks service quality is not high, the
problem of long queues of customers is quite conspicuous. Commercial banks as a
result of poor service attitude, service slow caused by customer complaints often found
in the newspapers. Although the banks have to take certain measures, to be improved,
but the effect is not ideal. How to solve this problem, thereby further enhancing
customer service quality commercial banking business outlets and improve service
efficiency, has become a major problem in domestic commercial banks, and even
become a social problem. In this regard, taking HBJS bank as an example, on the basis
of literature, investigation and study in-depth business outlets, argues that the current
commercial bank branches Customer Service Problems mainly in the overall service
quality is not high, the external personnel mismanagement, lack of active service and
customer waiting for a long time and so on. In this paper, the formation of these issues
are analyzed comprehensively and systematically. Finally, In this paper, it should be
from the channel construction, team construction, process optimization, strengthen the
inspection etc. to resolve the Lack of active service, customer queuing problems of
commercial bank branches, in order to improve the quality and efficiency of service.