银行服务创新能力评价指标体系研究

发布时间：2018-03-16 23:14

本文选题：银行　切入点：服务创新能力　出处：《东华大学》2013年硕士论文　论文类型：学位论文

【摘要】：技术在发展,银行业的服务创新也需要与时俱进,特别是在当前我国金融业日益开放的今天,大量外资银行深入国内,金融业竞争日益加剧。在此时代背景下,银行业渐渐意识到,服务创新会带来新的盈利机会,现代商业银行在生存发展过程中都不可避免地必须进行创新,但是究竟什么是服务创新,如何提高服务创新能力,是一个有待更深入研究和实践的课题。目前,有关银行业服务创新能力的研究还是一个相对较新的领域,国内服务创新的专家学者紧跟国外学者的研究步伐,开始对这些问题进行探索,但大多采用定性的研究方法。本研究在总结前人研究的基础上,以银行服务创新能力指标体系及其应用为研究对象,从服务创新的概念出发,对国内外重要的文献进行了回顾和总结,在此基础上提出了21个银行服务创新能力的评价指标。通过对26位专家的访谈和问卷调查,运用德尔菲法(Delphi)对指标进行筛选,再通过问卷调查对指标进行修正,最终构建了银行服务创新能力评价指标体系框架。笔者设定的指标体系,由创新投入能力、创新实施能力和创新产出能力三个主题构成,下设七个个子主题,即人力资源创新能力、技术创新能力、员工创新能力、组织创新能力、合作创新能力、创新产品的收入和创新产品的竞争程度。经过筛选和添加部分专家建议的指标,得到20个三级指标。最后,采用层次分析法(AHP)确定各项指标的权重。此外,笔者还尝试将银行业服务创新能力指标体系应用于浦发银行,根据前文得到的指标体系对浦发银行服务创新程度进行评估,对评估结果分析后提出了浦发银行在服务创新能力可以改善的地方。
[Abstract]:With the development of technology, the service innovation of the banking industry also needs to keep pace with the times. Under this background, the banking industry gradually realizes that service innovation will bring new profit opportunities, modern commercial banks must inevitably innovate in the process of survival and development, but what exactly is service innovation? How to improve the ability of service innovation is a subject to be further studied and practiced. At present, the research on the innovation ability of banking services is still a relatively new field. Experts and scholars of domestic service innovation have followed the research pace of foreign scholars and started to explore these problems. On the basis of summarizing the previous studies, this study takes the index system of bank service innovation ability and its application as the research object, starting from the concept of service innovation. This paper reviews and summarizes the important literatures at home and abroad, and puts forward 21 evaluation indexes for the innovation ability of banking services. Through interviews and questionnaires with 26 experts, Delphi method is used to screen the indicators. Finally, the evaluation index system framework of bank service innovation ability is constructed. The index system is composed of three themes: innovation input ability, innovation implementation ability and innovation output ability. There are seven sub-themes, namely, human resource innovation ability, technological innovation ability, employee innovation ability, organizational innovation ability, cooperative innovation ability, The income of innovative products and the competition degree of innovative products. Through screening and adding some indexes suggested by experts, 20 third-level indexes are obtained. Finally, the weight of each index is determined by using AHP (Analytic hierarchy process). In addition, the author also tries to apply the banking service innovation ability index system to the Shanghai Development Bank, and evaluates the service innovation degree of the bank according to the above index system. After analyzing the evaluation results, the paper points out that the service innovation ability of Pudong Development Bank can be improved.
【学位授予单位】：东华大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F832.3

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