商业银行同业业务客户满意度评价指标体系研究

发布时间：2018-03-21 09:52

本文选题：客户满意度　切入点：商业银行　出处：《华东师范大学》2017年硕士论文　论文类型：学位论文

【摘要】：商业银行同业业务近年来规模迅速扩张,已成为与银行传统的公司、零售业务形成鼎立之势的主要业务之一。商业银行同业业务客户满意度评价指标体系研究是探索如何构建我国商业银行在同业投融资服务上其客户满意程度的评价指标体系,并为商业银行完善同业业务满意度提供理论依据。随着中国经济增速放缓后进入"L型"的新常态,利率进一步市场化,互联网金融兴起以及民间资本日趋活跃等的多重冲击下,银行业的转型迫在眉睫,许多银行日益强调对于金融机构间同业业务的合作,在此背景下,同业业务得到快速发展。宏观金融环境的转变迫使商业银行思考转型求变,同时"新常态"使得企业创新将成为经济发展的主要动力。由于企业创新具有较强的不确定性,创新型企业的发展离不开对直接融资市场的支持,而该市场呈现出多元化、灵活及投资者需要具有一定的风险承受能力的特征。这意味着未来通过银行间接融资市场和资本市场直接融资模式的金融市场分工将变得越来越明显,同时金融机构间的资金流动更趋于市场化,今后金融格局的变化使得银行间以及银行和其他金融机构进行同业合作提供了的巨大的发展空间,同业机构间的合作也将日趋紧密。由于同业业务存在同质化的问题,竞争日趋激烈,如何提高客户的客户满意度已成为银行增强竞争力、体现增值的重要课题,因而研究如何评价商业银行同业客户满意度变得重要而迫切。本文通过运用理论研究结合实践分析、定性分析结合定量分析以及规范分析结合实证分析等多重方法,研究梳理了许多学者对于客户满意度研究的方法与结果,综述了影响因素和最新研究成果,讨论了现有的研究模型。在详细研究理论的基础上,设计并实施对于商业银行同业客户满意度的研究。本文主要参考了SERVQUAL、SCSB、ACSI、CCSI、KANO等模型,结合商业银行同业客户的实际情况,按照科学性、重要性、可得性原则,设计商业银行同业客户满意度评价体系,从六个方面逐步推出评价指标,构建商业银行同业客户满意度研究模型及评价指标体系模型;商业银行同业客户满意度问卷参照数字等级评定量表设计,并用SPSS对其信度与效度进行检验;采用随机抽样的方法通过互联网手段对银行同业业务从业人员开展了问卷调研,并用SPSS等统计软件对相关数据进行统计分析,计算平均值,频数以及标准差等,以因子分析法进行赋权,得出商业银行同业客户满意度评价指标体系。最后得出结论,研究结果对产品,服务,环境,客户关系和形象改善等几个方面提出建议。
[Abstract]:The commercial banking business in recent years, the rapid expansion of the scale, and has become a traditional banking company, one of the main business of the retail business to form the utmost potential. The evaluation index system of commercial banks business customer satisfaction is to explore how to construct our country commercial bank financing service in the business on the customer satisfaction evaluation index system, and provide the theoretical basis for commercial banks to improve business satisfaction. With the new normal Chinese economic slowdown after entering the "L type", further interest rate marketization, the rise of Internet banking and private capital today under the trend of the impact of multiple active, imminent transformation for banks, many banks increasingly stressed that for financial institutions interbank business cooperation. Under this background, the interbank business has been developing rapidly. The change of macro financial environment forcing commercial banks to think about transformation and change, at the same time " "The norm makes enterprise innovation will become the main driving force of economic development. Because the enterprise innovation has strong uncertainty, the development of innovative enterprises cannot do without the support of the direct financing market, and the market diversified, flexible features and investors need to have a certain risk tolerance. This means that the future of the division of labor the financial market bank indirect financing market and capital market direct financing model will become more and more obvious, and the flow of funds between financial institutions tend to be more market-oriented, the future of the financial pattern changes between banks and the banks and other financial institutions interbank cooperation provides a huge space for development, inter institutional cooperation will also become more and more close. Due to the existence of homogeneous business problems, increasingly fierce competition, how to improve customer satisfaction has become the bank competition Force, reflect the important value, so the research on how to evaluate the customer satisfaction of commercial banks becomes more important and urgent. This article through the use of theoretical research and practice analysis, qualitative analysis combined with quantitative analysis and normative analysis combined with multiple empirical analysis method, combing the research of many scholars for the research of customer satisfaction and results, summarized effect the factors and the latest research results, discussed the current research model. Based on the detailed research on the theory, design and implementation of customer satisfaction for commercial banks. This paper mainly refers to SERVQUAL, SCSB, ACSI, CCSI, KANO model, combined with the actual situation of the commercial banks to customers, according to the importance of science., availability principle, industry customer satisfaction evaluation system of commercial banks, from the six aspects of the gradual introduction of the evaluation index, with the construction of commercial bank Customer satisfaction model and evaluation model of index system of commercial banks; customer satisfaction rating scale questionnaire according to the digital design, and the reliability and validity of the test with SPSS; by using random sampling method by means of the Internet on the interbank business professionals to carry out the questionnaire, and the data were analyzed by SPSS statistical software, calculate the average value and standard deviation, frequency weighting, by factor analysis method, the evaluation index system of commercial banks and customer satisfaction. We finally come to the conclusion that the results of products, services, environment, put forward suggestions on several aspects of customer relationship and improve the image.

【学位授予单位】：华东师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F832.33

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