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论文编号：	15810
作者编号：	2320234118
上传时间：	2025/12/10 11:59:37
中文题目：	PA银行天津分行服务质量改进策略研究
英文题目：	Research on Service Quality Improvement Strategies of PA Bank''''''''s Tianjin Branch
指导老师：	杨坤
中文关键字：	商业银行；客户服务质量；SERVQUAL模型；服务质量改进策略
英文关键字：	Commercial banks; Customer service quality; SERVQUAL model; Service quality improvement strategy
中文摘要：	在全球化和数字化转型的背景下，金融服务行业正经历深刻变革。PA 银行 天津分行作为区域性银行的重要组成部分，面临着来自金融科技公司和本地竞 争对手的双重挑战。本研究通过系统分析发现，PA 银行天津分行在服务流程、 产品适配性和客户体验等多个维度存在具体问题。例如，问卷调查结果显示约 30%的受访者认为银行在提供针对本地特色产业(如融资租赁和商业保理)的金 融服务时缺乏足够的理解和针对性;同时，约 40%的受访者对网点环境及设施 表示不满，指出卫生状况不佳和服务设备维护不足的问题。此外，客户投诉数 据显示，因服务态度生硬、沟通不充分引发的投诉占比高达 38%，反映出过度 强调效率的指标导向影响了服务质量。 为了解决上述问题，本研究提出了一系列服务质量改进策略。首先，在服 务流程方面，建议引入智能排队管理系统以缩短客户等候时间，并设置大厅机 动岗位以及时响应客户需求。其次，在员工培训方面，强调加强专业素养提升 和保密意识培养，确保每位员工都能高效准确地完成业务操作。此外，还提出 了优化投诉处理体系，建立完善的客户反馈和评价体系，以增强客户信任感。 针对个性化服务和人性化服务的需求，建议利用大数据技术进行客户画像绘制， 并根据客户需求提供定制化的金融产品和服务。通过这些措施，PA 银行天津分 行能够显著提升服务质量，改善客户体验，增强市场竞争力。 本研究的结果表明，通过系统化的服务质量改进策略，PA 银行天津分行不 仅可以有效解决当前存在的问题，还能为其他区域性银行提供有益的借鉴经验。 特别是在数字化转型背景下，利用大数据分析实现精准服务，借助人工智能优 化服务流程，依托移动互联网技术拓展服务场景，可以推动服务质量从传统人 工驱动向智能化、个性化方向转型。此外，通过对服务质量管理理论与天津区 域金融市场特性深度融合，探索出差异化服务质量提升路径，为服务管理理论 在区域银行实践中的应用提供了丰富且具有代表性的案例。这不仅填补了区域 银行服务质量管理研究的理论空白，也为后续相关研究提供了新的视角和方法 论参考。综上所述，本研究为 PA 银行天津分行及其他区域性银行在服务质量提 升、市场竞争突围方面提供了切实可行的改进策略。
英文摘要：	Under the backdrop of globalization and digital transformation, the financial services industry is undergoing profound changes. As an important part of regional banks, the Tianjin Branch of PA Bank is facing dual challenges from fintech companies and local competitors. Through systematic analysis, this thesis has found specific problems in multiple dimensions such as service processes, product adaptability, and customer experience at the Tianjin Branch of PA Bank. For instance, the questionnaire survey results show that about 30% of respondents believe that the bank lacks sufficient understanding and targeting when providing financial services for local characteristic industries (such as financial leasing and commercial factoring); meanwhile, about 40% of respondents are dissatisfied with the environment and facilities of the branches, pointing out issues such as poor hygiene and insufficient maintenance of service equipment. Additionally, customer complaint data indicates that complaints due to a stiff service attitude and insufficient communication account for as high as 38%, reflecting that the excessive emphasis on efficiency-oriented indicators has affected service quality. To address these issues, this thesis proposes a series of service quality improvement strategies. Firstly, in terms of service processes, it is suggested to introduce an intelligent queuing management system to shorten customer waiting time and set up mobile positions in the hall to respond to customer needs promptly. Secondly, in employee training, it is emphasized to enhance professional skills and confidentiality awareness to ensure that each employee can complete business operations efficiently and accurately. Moreover, it is proposed to optimize the complaint handling system and establish a complete customer feedback and evaluation system to enhance customer trust. To meet the demands for personalized and humanized services, it is suggested to use big data technology to draw customer profiles and provide customized financial products and services based on customer needs. Through these measures, the Tianjin Branch of PA Bank can significantly improve service quality, enhance customer experience, and strengthen market II Abstract competitiveness. The results of this thesis indicate that through systematic service quality improvement strategies, the Tianjin Branch of PA Bank can not only effectively solve the existing problems but also provide valuable reference experiences for other regional banks. Especially in the context of digital transformation, leveraging big data analysis for precise services, optimizing service processes with artificial intelligence, and expanding service scenarios through mobile internet technology can drive service quality transformation from traditional manual-driven to intelligent and personalized. Moreover, by deeply integrating service quality management theory with the characteristics of the Tianjin regional financial market, a differentiated path for service quality improvement has been explored, providing a rich and representative case for the application of service management theory in regional bank practices. This not only fills the theoretical gap in the research of regional bank service quality management but also offers new perspectives and methodological references for subsequent related studies. In conclusion, this thesis provides practical and feasible improvement strategies for the Tianjin Branch of PA Bank and other regional banks in enhancing service quality and breaking through market competition.
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