在信息技术不断发展的今天，手机银行、网上银行以及自助终端等越来越被人 们广泛使用。这无疑使得人们对柜台的依赖程度逐渐降低。因此，银行必须采取相 应措施使得其柜面营业能够提供更加丰富且质量高的服务。除此之外，银行还应通 过柜面人员来提高其公众形象，通过对流程优化来达到提升效率的目的。 本文首先对研究背景、意义、国内外关于顾客满意、流程优化的研究、研究内 容、方法进行介绍，其次对银行柜面业务的涵义、流程管理理论、顾客满意的概念、 影响因素和相关模型进行介绍；然后选取 X 银行作为研究案例，在明确柜面业务实 质内涵的基础上，总体概括研究内容：首先，对 X 银行的基本情况、柜面业务涉及 的组织架构及业务流程进行介绍，通过访谈调查法对 X 银行柜面业务人员办理存取 款业务、转账业务、代缴业务、开户签约等业务的现状进行分析；然后通过文献研 究法等构建出由服务环境与设施、员工服务行为表现、资料及业务环节、工作能力 及效率四个维度构成的顾客满意度调查问卷，在对问卷搜集的数据进行信效度分 析、描述性统计后，对 X 银行的总体顾客满意度及四个维度的满意度进行分析，总 结出 X 银行柜面业务流程存在的问题主要包括：网点硬件设施使用分流率不高、服 务及时性与主动性不强、客户办理业务提供资料多流程复杂以及员工工作能力及效 率欠缺。随后，确定了以市场为导向、效率优先、个性化、系统化、全员参与的原 则，制定了以客户体验为中心、提高管理水平、不断改善柜面业务流程的优化思路， 以鱼骨图为工具，深入探析问题成因，为提升顾客满意度，结合 X 银行发展要求， 为 X 银行柜面业务优化项目进行了准备、搜集了影响该项目的因素、并对搜集的数 据进行了整理与分析，然后从服务环境与设施、员工服务行为、资料及业务环节、 工作能力及效率四个方面制定了柜面业务流程优化方案；最后还提出了相应的保障 措施，包括建立健全信息数据管理系统、调整岗位分工和绩效考核配置、全面提升 员工基本素质以及完善人力资源管理制度。 本课题力图通过对 X 银行的柜面业务流程提出优化方案，能够对顾客的排队时 间进行控制，同时希望通过提升柜面业务人员的效率和质量来达到提升银行竞争力 与顾客满意度的目的，并为 X 银行转型提供相应的建议。 关键词：顾客满意；柜面业务；流程优化基于顾客满意的 X 银行柜面业务流程优化研究 1 ABSTRACT When it comes to the rapid development of information technology, mobile banking, online banking and self-service terminals are increasingly used by people. This undoubtedly makes people less dependent on the counter. Therefore, banks must take corresponding measures to enable their counter operations to provide more abundant and high-quality services. In addition, banks should also use counter staff to improve their public image and optimize their processes to improve efficiency. This article first introduces the research background, significance, domestic and foreign research on customer satisfaction, process optimization, research content, and methods. Second, it discusses the meaning of bank counter business, process management theory, the concept of customer satisfaction, influencing factors and related models. Introduction; Then select Bank X as a research case, and on the basis of clarifying the essence of the counter business, generalize the research content: First, introduce the basic situation of Bank X, the organizational structure and business processes involved in the counter business, Through the interview survey method, this paper analyzes the current situation of the counter business personnel of Bank X in handling deposit and withdrawal business, transfer business, agent contribution business, account opening and signing; then through the literature Research methods, etc., construct a customer satisfaction survey questionnaire consisting of four dimensions: service environment and facilities, employee service behavior, data and business links, work ability and efficiency, and analyze the reliability and validity of the data collected by the questionnaire and descriptive After the statistics, analyze the overall customer satisfaction and the satisfaction of the four dimensions of Bank X, and conclude that the problems existing in the counter business process of Bank X mainly include: low branch rate of the use of branch hardware facilities, service timeliness and initiative Weakness, multiple complicated processes in providing information for customers to handle business, and lack of staff ability and efficiency. Subsequently, the principles of market-oriented, efficiency first, individualization, systematization, and full participation were determined, and the optimization ideas of centering on customer experience, improving management level, and continuously improving counter business processes were formulated. As a tool, in-depth analysis of the cause of the problem, in order to improve customer satisfaction, combined with the development requirements of X Bank,2 prepared for X Bank's counter business optimization project, collected the factors affecting the project, and organized and analyzed the collected data , And then formulated the counter business process optimization plan from the four aspects of service environment and facilities, employee service behavior, data and business links, work ability and efficiency; finally, corresponding safeguard measures were proposed, including the establishment of a sound information data management system, Adjust the job division and performance appraisal configuration, comprehensively improve the basic quality of employees, and improve the human resource management system. This paper attempts to propose an optimization plan for the counter business process of Bank X, which can control the queuing time of customers, and improve the efficiency and quality of counter business personnel to achieve the purpose of improving customer satisfaction and bank competitiveness. At the same time, it has certain reference value for Bank X's network transformation. Key words: Customer satisfaction; counter business; Process Optimization 基于顾客满意的 X 银行柜面业务流程优化研究基于顾客满意的 X 银行柜面业务流程优化研究 3 目 录 第一章 绪论.................................................................................................... 1 第一节 研究背景与意义...............................................................................................1 一、研究背景.............................................................................................................1 二、研究意义.............................................................................................................2 第二节 文献综述...........................................................................................................2 一、关于顾客满意的研究.........................................................................................2 二、关于流程优化的研究.........................................................................................5 第三节 研究内容与方法...............................................................................................8 一、研究内容.............................................................................................................8 二、研究方法.............................................................................................................8 三、技术路线.............................................................................................................9 第二章 相关理论基础..................................................................................10 第一节 银行柜面业务的涵义.....................................................................................10 第二节 流程管理理论.................................................................................................10 一、流程管理理论简述...........................................................................................10 二、流程管理的具体方法.......................................................................................10 第三节 顾客满意的相关理论.....................................................................................11 一、顾客满意的概念...............................................................................................11 二、顾客满意度的概念...........................................................................................12 三、影响顾客满意度的因素...................................................................................12 四、顾客满意度的相关模型介绍...........................................................................14 第三章 X 银行柜面业务服务流程现状分析...............................................17 第一节 X 银行的基本情况介绍..................................................................................17 第二节 X 银行的柜面业务..........................................................................................18 一、组织架构及其职能...........................................................................................18 二、柜面业务流程介绍...........................................................................................18 第三节 X 银行柜面业务人员办理业务现状分析......................................................19 一、访谈调查...........................................................................................................19目录 4 二、描述性分析.......................................................................................................20 第四章 顾客对 X 银行柜面业务流程的满意度感知及问题分析.............24 第一节 X 银行柜面业务流程顾客满意度调查分析..................................................24 一、问卷调查的设计...............................................................................................24 二、问卷调查过程...................................................................................................25 三、问卷的信度与效度分析...................................................................................26 第二节 X 银行柜面业务流程顾客满意度分析结论..................................................26 一、样本的描述性统计...........................................................................................26 二、顾客满意度分析...............................................................................................27 第三节 目前 X 银行柜面业务流程存在的问题及分析.............................................31 一、硬件设施使用分流率不高...............................................................................31 二、服务及时性与主动性不强...............................................................................31 三、资料及业务环节流程复杂...............................................................................32 四、员工工作能力及效率欠缺...............................................................................32 第五章 X 银行柜面业务流程优化的方案和实施保障.............................. 33 第一节 X 银行柜面业务流程优化的原则与思路......................................................33 一、优化的原则.......................................................................................................33 二、优化的思路.......................................................................................................34 第二节 X 银行柜面业务流程优化的规划..................................................................35 一、项目准备...........................................................................................................35 二、影响因素的搜集...............................................................................................38 三、数据整理与分析...............................................................................................41 第三节 X 银行柜面业务流程优化的方案..................................................................46 一、服务环境与设施的优化...................................................................................46 二、员工服务行为的优化.......................................................................................47 三、资料及业务环节的优化...................................................................................48 四、工作能力及效率的优化...................................................................................49 第四节 实施保障...........................................................................................................50 一、建立健全信息数据管理系统...........................................................................50 二、调整岗位分工和绩效考核配置.......................................................................51基于顾客满意的 X 银行柜面业务流程优化研究 5 三、全面提升员工基本素质...................................................................................51 四、完善人力资源管理制度...................................................................................51 第六章 结论与展望......................................................................................52 第一节 结论.................................................................................................................52 第二节 展望.................................................................................................................52