基于客户满意度的个人银行业务流程再造研究

发布时间：2018-05-19 01:01

本文选题：客户满意度 + 个人银行业务流程　；参考：《东北林业大学》2012年硕士论文

【摘要】：个人银行业务是商业银行在经营中将个人或家庭作为服务对象,针对个人所提供各项服务的总称。稳步发展的国家经济、相对宽松的金融政策、金融自由化及国民财富的增加共同推动着商业银行个人银行业务的快速发展,并使个人银行业务逐渐成为银行利润的主要来源。由于如何更好的发展个人银行业务从而提高客户满意度和忠诚度成为各商业银行亟待解决的问题,所以建立以客户需求为导向、以提高客户满意度为己任、以实现价值最大化为目标的个人银行业务流程再造成为商业银行稳步健康发展的重要途径。本文基于国内外银行再造的发展状况和我国商业银行的竞争形势,参阅了大量文献资料,对相关概念进行界定,并阐述了BPR理论及商业银行业务流程再造理论；在此基础上对本文研究对象进行简单介绍,并对其个人银行业务流程进行了详细阐述,由此分析出个人银行业务流程的问题所在；同时,对个人银行业务流程的客户满意度进行调查,应用模糊综合评判法对调查数据进行评价,得出客户对个人贷款业务流程最为不满,根据以上结论,本文应用ARIS理论对个人贷款业务流程进行再造方案的设计,应用目标要素重要性得分矩阵方法对个人贷款业务流程再造进行评价,并提出再造预期；最后,本文对业务流程再造的有效实施提出一些保障措施,如构建扁平化的组织结构、“以人为本”的人力资源体系和全面长效的风险管理体系。希望本研究对各商业银行业务流程的再造及客户满意度和忠诚度的提高,商业银行竞争力的提升有借鉴意义。
[Abstract]:Personal banking business is a general term that commercial banks take the individual or the family as the object of service, aiming at the various services provided by the individual. The steady development of national economy, relatively loose financial policy, financial liberalization and the increase of national wealth promote the rapid development of individual banking business of commercial banks, and make personal banking business gradually become the main source of bank profits. As how to better develop personal banking business to improve customer satisfaction and loyalty become the urgent problem of commercial banks, so the establishment of customer demand oriented, to improve customer satisfaction as their own responsibility, Personal banking business process reengineering (BPR) aiming at maximizing value has become an important way for commercial banks to develop steadily and healthily. Based on the development of domestic and international banking reengineering and the competitive situation of commercial banks in China, this paper reviews a lot of literature, defines the relevant concepts, and expounds the theory of BPR and the theory of business process reengineering of commercial banks. On this basis, the research object of this paper is briefly introduced, and its personal banking business process is described in detail, so as to analyze the problems of the personal banking business process; at the same time, The customer satisfaction degree of personal bank business process is investigated, and the fuzzy comprehensive evaluation method is applied to evaluate the investigation data, and the customer is most dissatisfied with the personal loan business process, according to the above conclusion, This paper applies ARIS theory to the design of personal loan business process reengineering scheme, applies the objective factor importance score matrix method to evaluate personal loan business process reengineering, and puts forward the reengineering expectation. This paper puts forward some safeguard measures for the effective implementation of BPR, such as building flat organizational structure, "people-oriented" human resource system and overall long-term risk management system. It is hoped that this study can be used for reference in the reengineering of business process of commercial banks, the improvement of customer satisfaction and loyalty, and the promotion of competitiveness of commercial banks.
【学位授予单位】：东北林业大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.2

【参考文献】