基于排队论的银行个人住房抵押贷款流程分析与改进策略

发布时间：2018-01-14 01:34

  本文关键词：基于排队论的银行个人住房抵押贷款流程分析与改进策略　出处：《南京大学》2014年硕士论文　论文类型：学位论文

  更多相关文章： 排队论 信贷服务 流程改进 个人住房抵押贷款

【摘要】：随着中国经济的发展、金融改革和监督的深入,尤其是2013年7月20日中国人民银行宣布中国全面开放贷款利率,再加上“余额宝”等互联网金融产品的盛行,中国银行业的“黄金时代”已然过去。利率市场化以及中央对以“余额宝”为代表的一系列互联网金融产品创新的支持,意味着国内外银行、中国银行业以及其与互联网金融商之间的竞争更加直接化、白热化。因此,改善个贷服务问题提上日程。而个贷服务过程中的排队问题由于近年来银行业务量的急剧增大而逐渐凸显出来,成为影响商业银行品牌形象和核心竞争力的关键问题。旧有的银行个人住房抵押贷款流程中所存在的一系列问题：缺乏预约挂号机制、信息公开机制等,造成了顾客排队等待时间过长；客户经理工作效率降低、流动性大；更为重要的是导致银行没有形成具有核心竞争力的个贷服务流程。这就需要利用统计调查的数据,对现有银行个人住房抵押贷款流程中排队模型——M/M/n/∞/∞模型进行分析和改进,得出个贷服务流程中存在的问题的改进策略：一是增加预约机制,提升顾客到达的可预见性；二是改进个贷流程,缩短整个个贷流程服务时间；三是适当增加服务台,增强银行服务能力,最后形成了改进后的排队模型以及个人住房抵押贷款流程图。通过对改进效果进行分析,发现无论是从成本控制、降低顾客流失率还是降低客户经理流动性方面来说,所得到的改进结果都是非常不错的。文章的特点在于首次利用排队论,实证分析解决银行个贷业务流程中出现的排队混乱,解决了令个贷管理者、客户经理和顾客都头疼的排队问题,控制了银行改善服务的成本与顾客的等待成本,塑造了银行拥有竞争力的个贷服务新流程。该文的研究范围虽然是个人住房抵押贷款流程,但是其研究成果可以运用到银行所有的信贷流程中去,具有非常重要的现实意义。
[Abstract]:With the development of China's economy and the deepening of financial reform and supervision, especially in July 20th 2013, the people's Bank of China announced the full liberalization of lending rates in China. In addition, "Yu'e Bao" and other Internet financial products are in vogue. The golden age of China's banking industry is over. Interest rate liberalization and central support for innovation of a series of Internet financial products represented by Yu'e Bao mean banks at home and abroad. The competition between Chinese banks and Internet financiers is more direct and intense. The problem of improving individual loan service has been put on the agenda. The queuing problem in the process of individual loan service has been gradually highlighted because of the sharp increase of bank business in recent years. It has become a key issue affecting the brand image and core competitiveness of commercial banks. A series of problems existed in the old bank personal housing mortgage loan process: lack of registration mechanism, information disclosure mechanism and so on. The customer queue time is too long; Low efficiency of account manager and high liquidity; What is more important is that banks do not have a core competitiveness of the individual loan service flow. This requires the use of statistical survey data. This paper analyzes and improves the queuing model of the existing bank personal housing mortgage loan process-M / M / N / 鈭，

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