PF银行郑州分行零售业务发展问题研究

发布时间：2018-01-08 10:16

本文关键词：PF银行郑州分行零售业务发展问题研究　出处：《郑州大学》2015年硕士论文　论文类型：学位论文

【摘要】：随着商业银行零售业务在总收入中的的地位越来越重要,各大商业银行纷纷将发展的重点放在了零售业务上。国内为优秀商业银行其零售业务收益占比维持在50%—70%之间。中国现阶段正处于经济新常态,经济下行压力加大,“金融脱媒”越来越严重,加上利率市场化以及互联网金融的冲击,使银行零售业务竞争更加激烈,形势更加严峻。本研究综合梳理了关于商业银行零售业务的相关概念及理论基础,并分析了目前商业银行零售业务表现出的新特点：商业银行零售业务正成为银行主要的收入来源,客户关系管理成为业务发展的关键,同时银行零售渠道也在不断革新。在此基础上,以国外的商业银行花旗银行,国内的招商银行为例,总结其成功发展零售业务的经验。PF银行郑州分行成立于2001年4月,经过14年快速的发展,已成长为河南省内重要的金融力量,其银行零售业务也取得了巨大的进步。但也出现了一系列的问题,如零售业务收入结构不合理、业务创新不足同质化竞争问题严重、客户关系管理水平仍需改善、电子银行等自助渠道发展仍有较大差距、银行零售业务网点和人员配置不合理、专业零售人才资源匮乏、网点营业效率和服务质量有待提高等问题,本研究对这些问题进行了重点探讨并剖析了问题产生的原因,在此基础上,本研究认为PF银行郑州分行应该通过树立“以客户为中心”理念、善组织架构、优化业务流程、加强产品创新,提升服务质量、加强渠道建设、完善营销体系、提升银行人员素质、加强营销队伍建设等途径来不断推动零售业务的发展。PF银行是国内中小型股份制商业银行的重要代表,郑州分行零售业务所出现的问题也具有相当的普遍性,故本文的研究成果也为我国同类其他中小商业银行零售业务的发展提供借鉴和理论支持。
[Abstract]:With the commercial bank retail business in the total income of the status of more and more important. The major commercial banks have focused on the development of retail business. Domestic commercial banks have maintained the proportion of their retail business income between 50% and 70%. China is now in the new normal of the economy. Economic downward pressure increased, "financial disintermediation" more and more serious, coupled with interest rate liberalization and the impact of Internet finance, banking retail business competition is more fierce. The situation is more serious. This study comprehensively combs the related concepts and theoretical basis of commercial bank retail business. It also analyzes the new characteristics of commercial bank retail business: commercial bank retail business is becoming the main source of income, customer relationship management has become the key to the development of business. At the same time, the retail channels of banks are constantly innovating. On this basis, take Citibank, a foreign commercial bank, and China Merchants Bank in China as an example. Summary of its successful development of retail business experience. PF Bank Zhengzhou Branch was established in April 2001, after 14 years of rapid development, has grown into an important financial force in Henan Province. The bank retail business has also made great progress, but there are also a series of problems, such as unreasonable structure of retail business revenue, insufficient business innovation and homogeneous competition. The level of customer relationship management still needs to be improved. There is still a big gap in the development of self-help channels such as electronic banking. The retail outlets and staffing of banks are unreasonable and the professional retail talent resources are scarce. The business efficiency and service quality of the network need to be improved. This study focuses on these problems and analyzes the causes of the problems, on the basis of this. This study believes that PF Bank Zhengzhou Branch should establish the concept of "customer-centered", good organizational structure, optimize business processes, strengthen product innovation, improve service quality, strengthen channel construction. To improve the marketing system, improve the quality of bank personnel, strengthen the construction of marketing team to constantly promote the development of retail business. PF Bank is an important representative of domestic small and medium-sized joint-stock commercial banks. The problems in the retail business of Zhengzhou Branch are also quite universal, so the research results of this paper also provide reference and theoretical support for the development of retail business of other small and medium-sized commercial banks of the same kind in our country.
【学位授予单位】：郑州大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F832.2

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