银行服务质量的评价研究——以交通银行为例
银行服务质量的评价研究——以交通银行为例
【摘要】随着我国金融业改革步伐的加快，商业银行的竞争日益激烈，银行经营环境发生了深刻的变化，市场中不断有新的竞争者进入，提供高质量的服务已经成为银行取得竞争优势的主要手段。本文主要运用文献综述的方法阐释服务质量的相关概念，进一步分析服务质量的属性，然后针对深圳银行服务质量的现状进行一个总体评价，揭示银行服务质量的存在问题，通过实证调查研究分析银行服务质量存在问题的原因，最后针对存在问题提出改善服务质量的建议。
【关键词】服务质量；银行服务；顾客满意度
The research on the evaluation of the Banks’ service delivery in Shenzhen
——Illustrated by the case of Communication Bank
【Abstract】 As the reform in China's financial industry accelerates, the competition amongst the commercial banks also exacerbates. There has been a deep and prominent transformation occurring in the business environment of bank industry. The new competitors ceaselessly participate in. Providing high-quality service has become a major measure to acquire the competitive advantage. In this paper we mainly focus on interpreting the correlative concepts of service quality by the means of reviews and further we are going to look into the analysis of service attributes. This article mainly conducts an overall evaluation on the current status of the banks’ service actuality in the region of Shenzhen. Through the practical investigation and research we are able to reveal the problems within. Last but not the least, we also discuss the possible solutions to the problems, so as to improve the quality of bank service.
【Key words】Service Quality; Bank Service; Customer Satisfaction
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