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论文编号：	13583
作者编号：	2320200501
上传时间：	2022/12/4 21:15:12
中文题目：	X银行天津分行柜面服务质量的提升研究
英文题目：	Study on Counter Service Quality Improvement of Bank X Tianjin Branch
指导老师：	车建国
中文关键字：	服务质量；SERVQUAL模型；服务质量差距；IPA分析；问卷调查与分析
英文关键字：	Quality of service；SERVQUAL model；The gap of service quality；IPA analysis；Questionnaire survey and analysis
中文摘要：	伴随人工智能和大数据时代的到来，商业银行之间的竞争尤为激烈。各家商业银行之间客户群体严重重合，客户对于银行服务质量的期待和要求越来越高，单靠产品和价格的竞争已远远不够，银行服务的满意度渐渐成为商业银行竞争力的重要指标。由于中国人口老龄化的日益加剧，外部监管对于反洗钱等工作要求，柜面业务对于商业银行的重要性和必要性与日俱增。但是近年来柜面的服务质量却停滞不前，其实际服务质量难以满足客户的期望。因此，本文对商业银行的柜面服务质量进行科学性研究，争取帮助商业银行切实提升柜面服务质量，增强银行竞争力。 本文以X银行天津分行为研究对象，主要研究提升柜面服务质量的方法和策略。首先，采用了文献分析法和调查走访法，依据X银行天津分行背景、柜面业务和柜面服务介绍，分析该分行的柜面服务管理现状及存在的问题。然后，采用了文献分析法和调查问卷法，结合文献梳理的服务质量差距理论和SERVQUAL测量量表，设计调查问卷。发放回收后，采用了数据分析法，使用专业分析方法分析调查结果，对评价服务质量的六个维度:有形性、可靠性、响应性、保证性、移情性、规范性进行重要性和满意度的描述分析。计算服务质量差距的得分，评价服务质量差距。基于IPA理论分析X银行天津分行柜面服务质量各维度的改善次序：重点改善响应性>次重点改善移情性>改善可靠性>改善规范性>改善保证性>改善有形性。最后，结合改善X银行天津分行柜面服务质量的优先次序，进一步提出服务质量的改善措施和保障措施。
英文摘要：	With the advent of the era of artificial intelligence and big data, the competition between commercial banks is particularly fierce. The customer groups of various commercial banks are seriously overlapping. Customers' expectations and requirements for the quality of banking services are getting higher and higher. The competition of products and prices is far from enough. The satisfaction of banking services has gradually become an important indicator of the competitiveness of commercial banks. Due to the increasing aging of Chinese, the importance and necessity of counter business for joint-stock commercial banks is increasing day by day due to the requirements of external supervision for anti-money laundering work. However, the service quality of the counter has stagnated in recent years, and the actual service quality of the counter is difficult to meet the expectations of customers. Therefore, this thesis conducts scientific research on the quality of counter service of joint-stock commercial banks, strive to help commercial banks effectively improve counter service quality and enhance bank competitiveness. In this thesis, Bank X Tianjin Branch is selected as a research object. Methods and strategies how to improve counter service quality are mainly studied. Firstly, according to the background of Bank X Tianjin Branch、the situation of business development and the introduction to counter business and counter service ,the existing problems and the current situation of counter service management is investigated. Secondly, the questionnaire was designed based on the theory of service quality gap and SERVQUAL measurement scale. After distribution and recycling, and based on interviews, the SERVQUAL model was improved in combination with the characteristics of the branch, the evaluation index of eight dimensions was designed, a questionnaire for service quality evaluation was produced, and an empirical survey was conducted on the counter service of Bank X Tianjin Branch. The survey results were then analyzed by professional analysis methods, and the importance and satisfaction of the six dimensions of service quality were described and analyzed, namely tangibility, reliability, responsiveness, guarantee, empathy and standardization. Calculate the score of the service quality gap and evaluate the service quality gap. Based on IPA theory, the order of improvement of the counter service quality of Bank X Tianjin Branch is analyzed: focus on improving responsiveness > focus on improving empathy > improve reliability > improve standardization > improve assurance > improve tangibility. Finally, combined with the priority of improving the service quality of Bank X Tianjin Branch, further improvement measures and safeguard measures for service quality are proposed.
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