国元证券经纪业务客户服务模式创新研

发布时间：2018-04-16 07:52

本文选题：证券公司 + 经纪业务　；参考：《兰州大学》2012年硕士论文

【摘要】：证券业的本质是服务业。证券经纪业务是证券公司最基础的传统业务,近三年来,经纪业务贡献了我国证券行业利润的五成以上。创新是资本市场发展的强大推动力,是资本市场活力的源泉。证券公司开展经纪业务客户服务创新可以提高市场效率,为投资者提供优质的服务,促进证券市场持续、健康、稳定发展。本文在研究中采用定性分析与定量分析相结合、理论研究的同时结合实际调查,综合使用了金融学、统计学、管理学、会计学、市场营销学等学科的研究方法。本文以国元证券公司作为研究对象,首先对国内外证券经纪业务的发展状况进行了阐述,接着对国元证券经纪业务客户服务的现状及存在的问题进行了分析,分别运用“SWOT模型、“五力模型”对国元证券经纪业务客户服务面临的竞争环境、内部资源及外部因素进行了详细的研究和分析；在以上分析的基础上,论证了国元证券经纪业务客户服务创新的必要性,并提出国元证券经纪业务客户服务创新的具体方案设计；最后,本文提出了创新方案实施的保障措施。本文认为,证券经纪业务客户服务创新必须在遵守监管法律的原则下进行,做到风险可测、可控。应借鉴国内外成熟先进的发展经验,顺应行业发展趋势,充分利用证券公司自身的有利资源和外部机会。基于此,本文给出了客户群体划分、客户服务手段、客户服务收费的具体对策,还提出了加强与创新相关的风险管理的建议。
[Abstract]:The essence of the securities industry is the service industry.Securities brokerage business is the most basic traditional business of securities companies. In the past three years, brokerage business has contributed more than 50% of the profits of securities industry in China.Innovation is a powerful driving force for the development of capital market and the source of capital market vitality.Securities companies can improve market efficiency, provide high quality services for investors, and promote the sustained, healthy and stable development of securities market by carrying out brokerage business customer service innovation.In this paper, qualitative analysis and quantitative analysis are used in the research, and the research methods of finance, statistics, management, accounting, marketing and so on are used synthetically.This paper takes Guoyuan Securities Company as the research object, firstly expounds the development of securities brokerage business at home and abroad, then analyzes the current situation and existing problems of Guoyuan securities brokerage business customer service.Using "SWOT model" and "five forces model", the paper makes a detailed research and analysis on the competitive environment, internal resources and external factors facing the customer service of Guoyuan securities brokerage business.This paper demonstrates the necessity of customer service innovation in Guoyuan securities brokerage business, and puts forward the concrete scheme design of customer service innovation in Guoyuan securities brokerage business. Finally, this paper puts forward the guarantee measures for the implementation of the innovation scheme.This paper holds that the innovation of customer service in securities brokerage business must be carried out in accordance with the principle of regulatory law, and the risk can be measured and controlled.We should draw lessons from the mature and advanced development experience at home and abroad, conform to the development trend of the industry, and make full use of the favorable resources and external opportunities of the securities companies themselves.Based on this, this paper gives the specific countermeasures of customer group division, customer service means, customer service charge, and puts forward some suggestions to strengthen risk management related to innovation.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.51

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