我国商业银行个人理财服务质量影响因素研究

发布时间：2018-07-07 23:54

本文选题：商业银行 + 个人理财业务　；参考：《西北农林科技大学》2013年硕士论文

【摘要】：在商业银行激烈竞争的过程中，如何提升我国商业银行个人理财服务质量成为热门的话题，也是我国商业银行急需提升至关重要的方面。国内学者研究表明，目前对个人理财服务质量影响因素的研究多数是基于定性的分析，虽然少量研究进行了计量分析研究，但其研究几乎没有考虑安全性和收益性影响因素对商业银行个人理财服务质量的影响。从国有商业银行个人理财服务质量入手，，通过前期走访以及参考PZB量表选取银行个人理财服务质量指标，然后采用因子分析法对商业银行个人理财服务质量进行实证分析，从22个指标中提取5个公因子，并基于SERVPERF模型构建商业银行个人理财服务质量评价指标体系，采用回归分析法得出商业银行个人理财服务质量的公因子分值，最后分析国有商业银行个人理财业务服务质量且给出了综合评价结果，为我国商业银行个人理财服务质量的提升提供参考依据。文章由六章内容组成：第一章导论。论述了文章研究的背景、目的和意义，国内外研究动态并对其研究动态进行评述，及其研究思路、方法和可能的创新之处。第二章相关理论基础。主要介绍了服务质量的相关概念以及商业银行个人理财业务进行了，最后分别介绍了四种服务质量模型，并对SERVPERF与SERVQUAL进行了比较分析，因此本文之所以选择SERVPERF作为服务质量测评模型。第三章国内商业银行个人理财业务发展现状及问题分析。主要研究了我国商业银行个人理财业务目前的发展现状以及个人理财业务所存在问题的分析。第四章我国商业银行个人理财服务质量的影响因素分析。主要包括：指标选取、问卷设计以及数据统计分析，并通过对指标进行信度检验，应用因子分析法提取我国商业银行服务质量的五个影响因素。第五章国有商业银行个人理财服务质量影响因素的评价分析。简述了SERVPERF模型，并基于SERVPERF模型构建出个人理财服务质量评价指标体系，结合各因子得分对各大商业银行五大影响因素进行评价分析。第六章提升我国商业银行个人理财服务质量的对策建议。分别从协调好理财安全与收益、提高理财收益率是关键、业务拓展中时刻防范风险、加强理财产品信息披露以及加快网点建设、理财人员培养与理财产品创新五个角度提出完善和提升个人理财服务质量。结论及创新点：首先，将因子分析法和SERVPERF模型相结合，并对SERVPERF模型进行修正，将其原来的保证性和关怀性要素剔除，新增了收益性和安全性因素；然后，通过实证分析得出我国商业银行个人理财服务质量影响因素被重视程度排序为：有形性、可靠性、安全性、收益性、响应性因素；最后，对完善和提升我国商业银行个人理财服务质量提出了可行性建议和实践性指导，同时，促进了我国商业银行个人理财业务的发展。
[Abstract]:In the process of fierce competition of commercial banks, how to improve the quality of personal financial services of commercial banks in China has become a hot topic. Domestic scholars have shown that most of the studies on the factors affecting the quality of personal financial services are based on qualitative analysis, although a small number of studies have carried out econometric analysis. However, the influence of security and profitability on the quality of personal financial services of commercial banks has hardly been taken into account. Starting with the quality of personal financial services of state-owned commercial banks, this paper selects the quality indexes of personal financial services of banks through previous visits and reference PZB scale, and then makes an empirical analysis of the quality of personal financial services of commercial banks by using factor analysis method. Five common factors were extracted from 22 indexes, and the evaluation index system of personal financial service quality of commercial banks was constructed based on SERVPERF model. The common factor score of personal finance service quality of commercial banks was obtained by regression analysis. Finally, it analyzes the service quality of the state-owned commercial banks' personal financial services and gives the comprehensive evaluation results, which provides a reference for the improvement of the personal financial services quality of the commercial banks in China. The article consists of six chapters: the first chapter is an introduction. This paper discusses the background, purpose and significance of the research, the research trends at home and abroad, and comments on the research trends, as well as the research ideas, methods and possible innovations. The second chapter is the theoretical basis. This paper mainly introduces the related concepts of service quality and personal finance business of commercial banks. Finally, it introduces four service quality models, and compares SERVPERF with SERVQUAL. Therefore, this paper chooses SERVPERF as the quality of service evaluation model. Chapter three analyzes the current situation and problems of personal finance business of domestic commercial banks. This paper mainly studies the present development situation of personal finance business of commercial banks in China and the analysis of the problems existing in personal finance business. The fourth chapter analyzes the influencing factors of personal finance service quality of commercial banks in China. It mainly includes: index selection, questionnaire design and data statistical analysis, and through the reliability test of the index, using factor analysis to extract the five factors affecting the service quality of commercial banks in China. The fifth chapter analyzes the factors influencing the quality of personal financial services in state-owned commercial banks. This paper briefly introduces the SERVPERF model, and based on the SERVPERF model, constructs the evaluation index system of personal finance service quality, and evaluates and analyzes the five influential factors of each major commercial bank combined with each factor score. The sixth chapter is about how to improve the quality of personal finance service of Chinese commercial banks. The key is to coordinate the security and income of financial management, to increase the rate of return on financial management, to guard against risks at all times in business expansion, to strengthen the disclosure of information on financial products and to speed up the construction of outlets. Financial management personnel training and financial product innovation five angles to improve and improve the quality of personal financial services. Conclusion and innovation: firstly, the factor analysis method and SERVPERF model are combined, and the SERVPERF model is modified to eliminate the original guaranteed and caring factors, and the income and safety factors are added. Through the empirical analysis, it is concluded that the factors affecting the quality of personal financial services of commercial banks in China are listed as follows: tangible, reliability, security, profitability, responsiveness; finally, The paper puts forward some feasible suggestions and practical guidance to perfect and improve the service quality of personal financial management of commercial banks in China. At the same time, it promotes the development of personal financial services of commercial banks in China.
【学位授予单位】：西北农林科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F832.33

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