基于服务质量差距模型,找出Y银行服务质量存在的问题,分析问题产生的根源,并从员工层面和制度层面,提出改进Y银行服务质量的对策和建议,以缩小顾客期望与实际体验之间的差距,进一步提升银行服务质量,提高客户满意度。 Based on the model of service quality gap, this paper finds out the problems existing in the service quality of Bank Y, analyzes the root causes of the problems, and puts forward countermeasures and suggestions to improve service quality of bank Y from the staff level and system level so as to narrow the gap between customer expectations and actual experience Of the gap to further improve the quality of banking services and improve customer satisfaction.