浅析银行营业厅服务质量的优化

Analysis on the Optimization of the Service Quality of Bank Business Lobby

随着市场的不断变化,顾客的需求层出不穷,服务的追求也永无止境。目前,中国的银行业务进入了一个以投资理财、消费服务为特征的新阶段,新阶段带来的新变化对我国金融业的发展和服务提出了更高的要求和更多的期待。阐述了银行营业厅服务质量与顾客满意度的现状,探讨了银行营业厅服务存在的问题,提出了优化银行营业厅服务质量的策略。

Along with the constant change of the market, customer’s demands are emerging one after another, and the service-pursuing is endless. Currently, China’s banking business is entering a new period that is characterized by financial investment and consumption services. The new changes brought about by the new period put forward higher requirements and more expectations for the development and service of China’s financial industry. This paper expounds the present situation of the service quality of bank business lobby and customer satisfaction, probes into some problems existing in the service of bank business lobby, and puts forward some strategies for optimizing the service quality of bank business lobby.