Service Quality Evaluation and Improvement of Bank Based on the Servqual Method and Process Capability

Abstract

With the rapid development of China, foreign banks have entered China, and banking service industry is facing intense challenges and huge opportunities. Compared with foreign banking enterprises, the service quality of domestic banks is relatively poor. In the banking service industry, the application and research about service quality is relatively lacking. In this paper, SERVQUAL method, process capability analysis and queuing theory are applied to analyze the service quality of a branch bank of Industrial and Commercial Bank of China, and the improvement plan is put forward to improve service quality and customer satisfaction.