摘 要

近年来，随着经济发展，我国的金融行业在广度和深度上得到了长足的发展，金融触角也已经延伸到了社会每一个角落。人们对于金融产品的需要也在不断增加，基金、理财这些业务都需要专业的人来办理，而且还面临着操作风险和合规风险，这无形之中给银行的业务办理增加了很大压力。电费的代收，退休工资的发放，ETC的办理等本来就给银行带来了很大的工作量，现在再加上工作人员对于一些新增业务的办理流程不熟悉导致办理时间较长，使得原本就不堪重负的银行更加的喘不过气来。从寒假实习期间文化路建行的业务办理以及银行大堂的人流量情况来看，目前的排队问题还是较为严重，顾客的等待时间较长。

目前建行的排队问题较为严重，顾客等待的时间长了就容易产生不满，就会对银行产生排斥，所以建行应该重点关注顾客的等待问题，尽可能的缩短顾客的等待时间以提高自己的竞争力从而获取长远的收益，否则，就会引起顾客的不满。顾客对银行服务满意了那么银行的服务质量就是好的，顾客对银行服务不满意了那么此时的服务质量就是差的。顾客对服务的表现就是衡量服务质量好坏的标准。

就我国目前的情况看来，每个银行在每个地区都设立了大大小小的分支，而这些分支就是一条条通向未来的路径。中国建设银行是我国主要的国有商业银行之一，虽然有一定的优势，但是也存在相关问题，尤其是服务质量问题，足以引起重视。所以本文以客户满意度为视角，主要通过运用排队模型，对建行的排队情况进行分析，从而发现当前妨碍建行前进的因素，然后对症下药，对这些因素进行改进，从而使得银行的服务制度能够得到进一步的完善，服务质量能够得到进一步的提升。

关键字：银行；服务质量；排队模型；平均等待时间；顾客期望  

Assessment of Bank Service Quality--Taking Construction Behavior as an Example

ABSTRACT

In recent years, with the development of economy, China's financial industry has made great progress in breadth and depth, and the financial antenna has extended to every corner of society. People's demand for financial products is also increasing. Funds and financial management businesses need professional people to handle, but also face operational and compliance risks, which invisibly adds great pressure to the bank's business management. The collection of electricity charges, the issuance of retirement wages and the management of ETC have already brought a great deal of work to the bank. Now, in addition, the staff are not familiar with some new business processes, which leads to a longer processing time, which makes the banks which are already overwhelmed with the burden even more breathless. From the business management of Cultural Road Construction Bank and the flow of people in the bank lobby during the winter vacation internship, the current queuing problem is still more serious and the waiting time of customers is longer.

At present, the queuing problem of CCB is more serious. If customers wait for a long time, they will easily be dissatisfied and will reject the bank. Therefore, CCB should focus on the waiting problem of customers, shorten the waiting time of customers as much as possible to improve their competitiveness so as to obtain long-term benefits. Otherwise, it will cause customer dissatisfaction. If the customer is satisfied with the bank service, the service quality of the bank is good. If the customer is not satisfied with the bank service, the service quality is poor at this time. Customer's performance in service is the standard to measure the quality of service.

As far as China's current situation is concerned, every bank has set up branches of different sizes in every region, and these branches are a path to the future. China Construction Bank is one of the main state-owned commercial banks in China. Although it has certain advantages, there are also related problems, especially the quality of service, which is enough to attract attention. Therefore, from the perspective of customer satisfaction, this paper mainly uses queuing model to analyze the queuing situation of CCB, so as to find out the current factors that hinder the progress of construction, and then take appropriate measures to improve these factors, so that the service system of banks can be further improved and the quality of service can be further improved.

Key words: bank; quality of service; queuing model; average waiting time; customer expectation

目 录

1绪论 1

1.1研究背景及意义 1

1.2国内外研究综述 1

1.3研究内容 3

1.4研究框架 3

2服务质量相关理论 4

2.1服务质量的内涵 4

2.2顾客感知服务质量 4

2.3服务质量要素 5

2.4服务质量的控制 6

3服务质量评价模型分析 7

3.1排队模型 7

3.1.1排队服务系统 7

3.1.2排队模型的分类 8

3.2窗口排队系统的模型建立 9

3.2.1M/M/s多服务台多队模型 11

3.2.2M/M/s多服务台单队模型 11

4基于模型下的建行服务质量评价 13

4.1建行服务质量现状 13

4.2建行服务质量问题的原因分析及对策 14

4.2.1建行服务质量问题的原因 14

4.2.2建行服务质量改进建议 15

结 论 17

致 谢 18

参考文献 19

1绪论

1.1研究背景及意义

从抽样调查的数据中我们可以发现，顾客衡量银行服务质量和选择哪家银行进行业务办理的首要考虑因素就是等待的时间，客户都希望自己的业务能够被优先办理。当然，我们通过调查还可以知道，客户的问题不仅仅局限于排队方面，机器的损坏，窗口暂停服务，周六的歇业，以及营业网点地理位置分布不合理等诸多问题，但在顾客眼中，排队问题是顾客最为忧虑的问题。排队问题不仅直接使人民的生活受到了影响，更是造成了不必要的资源浪费，严重的话会使得银行承受非常大的经济损失。

商业银行追求利益，它通过吸收存款，基金等负债来作为资金的来源，而经营对象就是银行所包揽的各项资产。银行和其他的金融机构不同，信用是它的根本，它能够产生信用并依靠它来为自己创造利润。银行就像是一个信用传播的媒介，这么说吧，银行的所有经营活动都是通过银行的信用来进行的。一旦银行的信用受到影响，银行也就会遭遇到危机。银行可以说是国家进行经济活动的重要工具，它能够对社会各部门进行取长补短，调整经济产业结构，让资源得到合理配置，同时它还能够引导顾客对自己的资金进行最优分配，以寻求收益最大化。