【作者】 王芳；

【导师】 张在旭； 单永利；

【作者基本信息】 中国石油大学(华东) ， 项目管理（专业学位）， 2016， 硕士

【摘要】 随着金融市场变革速度加快,银行业务类型和范围的不断拓宽、业务量激增、同业竞争激烈,单一金融服务已无法满足消费需求,因此D银行需要转换传统经营观念,将提升服务质量作为工作开展的保障,切实履行“以客户中心”的服务理念,为顾客提供优质便捷的服务。如何提升D银行服务质量,以提升工作满意度和客户忠诚度,需要展开深入的研究。论文以D银行为例,对该企业的服务质量问题进行研究,分析D银行面临的严峻挑战并从服务理念与战略、流程与控制、管理与质量以及员工忠诚与素质等多个方面探讨服务质量问题成因;紧接着进行服务质量评价研究,借助模糊综合评价方法,从顾客满意度、服务创新、服务效率、服务环境以及社会责任等五个方面构建评价指标体系,展开评价研究,最后进行服务质量提升设计的相关研究,确定服务质量提升目标原则和标准,从培训体系、考核体系以及保障体系等展开提升设计的研究,以期能够高效促进D银行服务质量的提升。更多还原

【Abstract】 With the development of financial markets,the type and scope of the banking business constantly expanding,the intensely competition and the single financial services have been unable to satisfied the demand of consumers.So the D Banks need to transform the traditional management idea and improve the service quality as the guarantee of work,to implement the "customer center" service concept,to provide customers with high quality and convenient services.How to improve D bank service quality to enhance job satisfaction and customer loyalty,intensive studies are needed.This paper take D bank as an example,research on the service quality of the bank,analyze the the severe challenge and discuss the service quality problems cause from the service idea and strategy,process and control,management and quality,and employee loyalty and quality and so on;And then evaluate the service quality research,with the aid of the fuzzy comprehensive evaluation method,from the customer and employee satisfaction,service innovation,service efficiency,service,environment and social responsibility to build the evaluation index system,evaluation research,finally carries on the service quality improvement design of related research,determine the service goal of ascension and the standard of quality,from the training system,evaluation system and guarantee system research,improve design in order to efficiently promote D bank service quality improvement.更多还原