A Study of the Problems and Countermeasures of Commercial Banking Service Management

There are following problems in commercial banking service management:hardware and software support are not a complete set;the management of front desk and back-office are not synchronized;service efficiency does not reach customer's expectation;marketing does not match customer service;management lacks coordination with service response;business innovation does not fit in with customer's needs;bank's image is not commensurate with service status;management capacity is inadequate to cope with environmental change,etc.The reasons are the lack of service concept and strategy,imperfect systems and mechanisms of service,defective service processes and control,weak service management,low employee's loyalty and quality,the lack of the combination of service channels and system.To improve service management,commercial banks should fully cultivate service culture,build market-oriented and customer-centric service system,deepen service management,scientifically reconstruct service processes and improve service channels.