G银行C支行普惠金融业务“下沉”网点服务质量提升研究

钟 成
中国工商银行成都万象城支行

摘要


随着普惠金融贷款市场趋于饱和，年度净增贷款难以持续走高，营业网点作为银行面向客户的基层末梢，
天然具备发展普惠金融的优势。G银行C支行开展普惠金融业务网点下沉试点，一定程度缓解人员不足、宣传覆盖
面有限、渠道资源匮乏等现实问题，但业务推进过程中暴露出诸多运营短板。本文构建包含服务承诺、流程再造、
渠道优化、人员赋能在内的系统性提升方案，为国内商业银行普惠金融业务下沉过程中的服务质量精益化改进提供
可复制的实践参考。

关键词


普惠金融；“下沉”网点；服务质量；价值流图

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参考


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