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银行营业网点是客户办理业务的传统渠道,客户在网点办理业务的同时也在不断感受商业银行的服务形象与质量。网点服务运营管理水平是服务形象与质量的关键影响因素。通过网点服务传递系统升级改造,可以有效提升整个商业银行的服务形象和品质,增加客户满意度,最后达到控制成本增加效益。因此,商业银行应重视服务传递系统的建设。
Bank outlets are the traditional channels for customers to handle business, customers in the outlets for business at the same time also constantly feel the commercial bank’s service image and quality. Network service operation and management level is the service image and quality of the key factors. Through the network service delivery system upgrade, which can effectively enhance the service image and quality of the entire commercial bank, increase customer satisfaction, and finally to increase the cost control benefits. Therefore, commercial banks should pay attention to the construction of service delivery system.