基于SSH框架的城商行信用卡客服系统设计与实现

发布时间：2018-07-25 13:00

【摘要】：从2004年起,我国信用卡业务迎来了第一个春天,在这之后的十年内,各大银行信用卡业务都蓬勃发展,信用卡的总发行量以55%的增幅逐年提升。随着国内金融市场的日渐开放,信用卡业务已经成为各大银行的主要利润来源,因此各银行之间关于信用卡客户的竞争也日趋激烈。相比起大型银行,城商行的缺点是资本不足,而其优势是积累了一定区域内优质客户,这为发展信用卡业务提供了可能,而且信用卡业务特点决定更多的与客户互动,两者结合分析可以得到:若要实现城商行信用卡业务顺利开展,必须为客户提供专业化、精细化的客户服务。因此,建设一个信用卡客服系统刻不容缓,通过它,银行可以为客户提供体贴、到位的服务和更精准的营销体验。随着Web技术的不断发展,新兴的基于J2EE框架的SSH框架技术逐步取代传统的EJB组件技术,成为更受欢迎的应用开发框架。本论文重点研究了SSH框架各个独立单元及其整合,并将SSH框架技术用于信用卡客服系统的实现中。本文按照软件工程的思想,依次对系统的需求、设计、实现与测试做出了详细的论述。系统包括自助语音模块和坐席操作平台模块,坐席操作平台模块主要由坐席操作、业务知识库、报表管理、绩效考核和后台管理组成。针对有代表性的功能模块,本文分别从视图层、控制器层、业务逻辑层及数据持久层详细阐述其实现过程。本项目结合城商行发展信用卡的业务需求,采用Java语言和J2EE规范以及SSH框架,构建信用卡客服系统,在保证系统运行性能和安全性能的同时,兼顾操作的方便性和界面友好性,同时也有利于系统的维护与扩展。经过测试环境与生产环境的测试,本系统基本满足需求,有利于提高客服工作效率,提升客户体验及银行信用卡业务的竞争力。
[Abstract]:From 2004, the credit card business of our country ushered in the first spring, in the following ten years, the credit card business of each big bank is booming, the total circulation of the credit card increases by 55% year by year. With the opening of the domestic financial market, credit card business has become the main source of profits of the major banks, so the competition between the banks on credit card customers is becoming increasingly fierce. Compared with large banks, City Commercial Bank has the disadvantage of being short of capital, and its advantage is that it has accumulated high quality customers in a certain region, which provides the possibility for developing credit card business, and the characteristics of credit card business determine more interaction with customers. If we want to carry out the credit card business smoothly, we must provide professional and meticulous customer service for our customers. Therefore, the construction of a credit card customer service system, through which banks can provide customers with considerate, in place services and more accurate marketing experience. With the development of Web technology, the new SSH framework technology based on J2EE framework has gradually replaced the traditional EJB component technology and become a more popular application development framework. In this paper, we focus on the research of the SSH framework and its integration, and apply the SSH framework technology to the implementation of the credit card customer service system. According to the idea of software engineering, this paper discusses the demand, design, realization and test of the system in turn. The system includes the self-help voice module and the chair operating platform module, which is mainly composed of the chair operation, business knowledge base, report management, performance evaluation and background management. Aiming at the representative function modules, this paper expatiates the implementation process from view layer, controller layer, business logic layer and data persistence layer in detail. This project combines the business demand of the city commercial bank to develop the credit card, adopts Java language, J2EE specification and SSH frame, constructs the credit card customer service system, while ensuring the system running performance and the security performance, simultaneously takes into account the operation convenience and the interface friendliness. At the same time, it is also conducive to the maintenance and expansion of the system. After testing the test environment and production environment, the system basically meets the demand, which is helpful to improve the efficiency of customer service, enhance the customer experience and the competitiveness of bank credit card business.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

【相似文献】