基于数据挖掘的银行网点辅助服务研究

发布时间：2018-05-19 10:08

本文选题：数据挖掘 + 银行　；参考：《中国海洋大学》2012年硕士论文

【摘要】：近年来我国银行业的发展突飞猛进,四大国有商业银行的上市使得我国银行业甩掉了沉重的历史包袱、轻装上阵,我国银行业也抓住了这难得的机遇,在短短的几年内取得了举世瞩目的成就。但是伴随着我国银行业的进一步开放,国内银行业面临着更加激烈的竞争,尤其在客户服务方面和业务流程方面与欧美发达国家的银行存在较大差距。如何在竞争中脱颖而出,我国商业银行应将国外银行在业务流程和客户服务方面的先进经验与国内商业银行的实际相结合,走出一条服务和流程创新之路,实现核心竞争力的不断提升。本文在国内银行原有数据仓库的基础上,首先对银行客户的贡献值进行计算,然后采用K-MEANS均值方法实现对客户的分类统计,从而实现对银行客户进行分级。在客户分级的基础上与网点的叫号机系统进行整合,构建起一套面向银行网点的客户辅助服务体系。以该体系作为突破口,对银行网点业务流程进行全面改造,同时对人员进行调整和优化,全面提升网点服务和营销水平。该体系不仅实现根据客户等级提供优先服务、免排队的服务,还能智能识别客户的身份,为营销人员实时提供营销指导信息,并为高端客户提供网上银行预约排队等多项增值服务。该体系以网点智能排队叫号机为终端,以数据挖掘系统为依托,通过与其他相关模块对接,构建起一套面向银行网点的客户辅助服务体系。
[Abstract]:In recent years, the rapid development of China's banking industry has made the listing of the four major state-owned commercial banks rid our banking industry of a heavy historical burden and light load. The banking industry of our country has also seized this rare opportunity. In just a few years has obtained the achievement which attracts the world attention. However, with the further opening of China's banking industry, the domestic banking industry is facing more fierce competition, especially in customer service and business process, there is a big gap with the developed countries in Europe and the United States. How to stand out in the competition, Chinese commercial banks should combine the advanced experience of foreign banks in business process and customer service with the actual situation of domestic commercial banks, and take a road of service and process innovation. To achieve the core competitiveness of continuous improvement. Based on the original data warehouse of domestic banks, this paper first calculates the contribution value of bank customers, and then uses the K-MEANS mean method to realize the classification and statistics of customers, so as to achieve the classification of bank customers. On the basis of customer classification, a customer support service system for bank network is constructed. With this system as the breakthrough point, the business process of bank network is comprehensively reformed, and the personnel is adjusted and optimized to improve the service and marketing level of the network. This system can not only provide priority service according to customer rank, but also can intelligently identify customer identity and provide marketing guidance information for marketers. And for high-end customers to provide online banking booking queuing and other value-added services. Based on the data mining system and the terminal of the network intelligent queuing and calling machine, the system sets up a set of customer support service system for the bank network by docking with other related modules.
【学位授予单位】：中国海洋大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.2

【参考文献】