Z银行厦门分行服务能力优化研究——以J支行为例
Research on Service Optimization of Z Bank Xiamen Branch: A Case Study of J Sub-Branch
Abstract
随着我国银行业改革的不断推进,银行之间为争夺市场份额的竞争愈加激烈。目前我国银行利率并未完全实现市场化,各家银行提供的金融产品具有同质化特征,产品替代性强。因此,如何提供更为优质便捷的服务,成为了不同银行间竞争的焦点。随着Z银行厦门分行J支行零售业务的发展,客户量不断增加的同时也带来了服务效率降低、顾客排队等候时间过长的问题。论文对Z银行厦门分行J支行作为典型个案,对如何提升营业厅服务能力,有效缓解商业银行网点排队现象,提高客户满意度,提升网点竞争力,具有一定的借鉴意义。论文坚持理论与实践相结合的原则,通过深入分析Z银行厦门分行J支行服务现状与问题,建立排队模型,设计和实施改善方案,有效地提升... With the constantly reform of Chinese banking industry, the competition between banks become more and more intense. Due to the incompletely market-oriented interest rate, Chinese banks provide homogenous financial products which implies much more substitutability. Therefore, providing superior and convenient service becomes the key in competition. With the development of the Z bank Xiamen branch J...