A银行小企业非融资服务创新研究

发布时间：2018-06-07 11:41

本文选题：商业银行 + 小企业　；参考：《电子科技大学》2013年硕士论文

【摘要】：随着我国金融体制改革的不断深入和金融服务全球化步伐的加快，我国银行业面临着日益激烈的同业竞争和原有优质客户利润空间的不断压缩，而小企业市场正逐步演变为银行业新的“蓝海”。在当前各银行服务渠道、服务设施等硬件环境同质化严重的情况下，服务创新成为了争夺这一新兴市场的利器。目前已有的关于对小企业的金融服务创新研究，大多聚焦于融资服务，本文则另辟蹊径，结合小企业对于银行在结算服务、理财服务等方面的需求，将A银行作为主要研究对象，以帮助小企业提高管理水平和资金运营能力及银行提高收益的双赢视角，，提出服务创新的思路和建议。本文从服务创新相关研究成果的梳理入手，介绍了有关概念、研究的演进过程、过往研究涉及的行业、目前的难点和方向，为接下来的分析奠定了理论基础，找到了研究方向。随后，通过运用“服务质量差距模型”对A银行现有服务状况与客户需求的差异分析，以及运用波特“五力模型”和SWOT法对A银行进行竞争力分析，找出A银行服务创新的机会。在此基础上，本文从管理、产品、技术三个方面提出了具体的服务创新建议。在“服务管理创新”方面，着重提出了客户分层差异化管理、加强顾客培训与互动、组织架构重建、提高员工满意度、多元化渠道管理等创新思路和具体实施路径。在“服务产品创新”方面，主要提出了差别化定价策略和产品设计理念创新两大思路。在“服务技术创新”方面，主要提出了“运营系统设计理念创新”、“客户关系管理系统设计理念创新”两方面的思路。为检验服务创新措施的有效性，本文尝试从服务效率和服务质量两方面建立评价指标体系，以便可以量化评价服务效果，并提出运用六西格玛的方法对创新措施进行评价和改进，以便A银行更好地提升服务水平。
[Abstract]:With the deepening of China's financial system reform and the acceleration of the pace of globalization of financial services, China's banking industry is facing increasingly fierce interbank competition and the continuous compression of the original high-quality customer profit space. And the small business market is gradually evolving into the banking sector a new "blue sea." With the homogeneity of hardware environment such as banking service channels and service facilities, service innovation has become a sharp weapon for this emerging market. At present, most of the existing researches on financial service innovation for small enterprises have focused on financing services. This paper, on the other hand, takes a different approach, combining with the needs of small enterprises in settlement services, financial services, and so on. Taking Bank A as the main research object to help small enterprises improve their management level and capital operation ability, and the win-win perspective of banks to improve their income, this paper puts forward some ideas and suggestions for service innovation. This paper starts with the related research results of service innovation, introduces the related concepts, the evolution process of the research, the industry involved in the past studies, the current difficulties and directions, which lays a theoretical foundation for the following analysis and finds the research direction. Then, by using the "Service quality Gap Model" to analyze the difference between the existing service situation and customer demand of Bank A, and using Porter's "five Forces Model" and SWOT method to analyze the competitiveness of Bank A. Identify opportunities for innovation in bank A services. On this basis, this paper puts forward concrete service innovation suggestions from three aspects of management, product and technology. In the aspect of "service management innovation", this paper puts forward some innovative ideas and specific implementation paths, such as customer stratified and differentiated management, strengthening customer training and interaction, reconstructing organizational structure, improving employee satisfaction, and diversified channel management. In the aspect of service product innovation, this paper puts forward two main ideas: differential pricing strategy and product design idea innovation. In the aspect of "service technology innovation", this paper puts forward two ideas: "operation system design idea innovation" and "customer relationship management system design idea innovation". In order to test the effectiveness of service innovation measures, this paper attempts to establish an evaluation index system from two aspects of service efficiency and service quality, so as to quantify the evaluation of service effectiveness. The six Sigma method is used to evaluate and improve the innovative measures so as to improve the service level of Bank A.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F832.4

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