Managing Customer Services Using GIS in Banks : A Case in Chinese Competitive Environment

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In recent years, Geographic information system (GIS) is becoming a useful tool for location related analysis and decision making. Linking huge data using space, as in a GIS, is a new way to help any bank understands better its data and its customers. China's banking industry opens to full foreign competition in 2006; banks in China have to focus on developing their strengths in the competition. Chinese local banks need to improve their abilities by providing high quality services and using information technology more intelligently. GIS technology can help this.The thesis from two aspects investigates how GIS can help bank for customer services, one is site selection of bank branches or ATMs and another is providing bank loan to customers. We choose case study as a research strategy for this thesis. The research is based on the theoretical frameworks starting with GIS analysis methods, GIS processes, customer service management and GIS applications in banks. We learn from previous author's experiences and use Norrkoping spatial data for analyzing as methodology demo to acquire an understanding of how to utilize GIS to support customer services for banks.As a result, GIS can help banks to improve customer services management. The general processes are data collection, data analysis, and data display. Building a GIS support system based on "customer focus" in a bank is a good choice under the pressure of commercial competitions. Nevertheless, for offering better service to c...