Optimizing Multi-tiered Service Delivery in Banking an Industrial Engineering Approach to Quality Enhancement Based on SERVQUAL Model

Linhui Zhang ()
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Linhui Zhang: Nanjing University of Science and Technology

A chapter in Proceedings of the 2025 7th International Conference on Economic Management and Cultural Industry (ICEMCI 2025), 2025, pp 108-125 from Springer

Abstract: Abstract With the increasingly fierce competition in the financial market and the sustained development of the financial market, the service quality of banks has become a key strategic factor in the development of banking business. The quality of bank service is directly related to customer satisfaction, customer loyalty, the bank's own brand image and market share, and has become the core variable that affects the success or failure of banks. This paper focuses on the grass-roots outlets of JS Bank, and devotes itself to exploring practical strategies to improve service quality, with a view to enhancing customer satisfaction and market competitiveness. In the process of research, the classic theories such as service profit chain theory, SERVQUAL model and service quality gap model are analyzed by comprehensively combing the relevant literature at home and abroad, which lays a solid theoretical foundation for it. Then, combined with the first-hand information such as the operation data, customer complaint records, employee feedback, etc. of JS Bank's grass-roots outlets, this paper uses scientific data analysis methods to deeply explore its service status and shortcomings. The research reveals that the grass-roots outlets of JS Bank need to be strengthened in five dimensions of service quality: tangibility, reliability, responsiveness, assurance and empathy. Among them, the problems of aging hardware facilities, tedious business processes and weak service awareness of employees are particularly prominent. In view of the above problems, this paper carefully designed a set of service quality improvement programs, from optimizing the layout of outlets, updating facilities and equipment to enhance the tangible; Standardize the operation process, strengthen risk management and control to ensure reliability; Simplify business procedures, improve work efficiency and highlight responsiveness; Strengthen staff training and establish supervision mechanism to ensure assurance; Pay attention to the personalized needs of customers, strengthen emotional communication and implement empathy, and optimize service quality in all directions.

Keywords: Bank service quality; SERVQUAL model; Service quality improvement strategy (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-888-2_14

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