基于模糊综合评判的银行柜员业务培训效果评估研究

发布时间：2018-03-17 00:33

本文选题：模糊综合评判法　切入点：银行培训　出处：《江西财经大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着我国改革开放步伐的加快,越来越多的外资银行进入中国,比如美国花旗银行、香港汇丰银行、日本东京三菱银行和日本兴业银行等等,不仅为中资银行带来了全新的经营理念和服务管理模式,也带来了更多的金融方面的竞争。中国的金融机构要想在激烈的竞争中占有一席之地,就必须通过有效的培训,提高员工素质,提高整体管理水平,为自身的持续、快速发展提供保障,同时也为银行未来的发展储备人才资源。但是,目前大部分银行对未来的人才储备还仅仅停留在培训的资金投入和培训方法的改善上,对培训效果的评估环节重视度较低。不过国内不少学者对培训效果也有一定的研究,而研究重点大部分集中在如何构建培训评估指标体系、培训有效性分析、对整个培训项目的评估模型研究等方面,对于不同岗位上的员工工作内容的差异性没有考虑到,因此缺乏对具体的某个岗位的评估指标体系的建立。在银行的日常工作中,临柜人员是银行服务的第一线,柜员面对客户的一言一行,都直接影响着客户对银行的整体形象的认可,柜员在银行业务发展中的重要性显而易见,然而目前并没有对银行柜员的培训效果评估的研究,所以本文针对特定岗位员工提出特定的评估指标体系,构建培训效果的评估模型是本文的最大创新点。论文以银行柜员业务培训效果评估研究为突破口,为提高柜员的培训有效性所做的研究。论文一共分为六大章节。首先阐述了银行柜员培训效果评估的迫切性,指出了研究目的和研究意义。借鉴国内外研究现状给出了本文的研究步骤。接着介绍了培训效果的评估方法、确定权重的方法。然后结合银行柜员的日常工作和业务培训的实际情况,选取具有代表性的评估主体的来构建银行柜员业务培训效果评估体系,通过不同主体的真实、客观评价,从而全方位、多角度的揭示培训所产生的效果。确定了评估主体之后,分别在各个主体下设立了可操作强、符合银行柜员实际情况的子指标,并且通过调查问卷和德尔菲法,对指标进行了遴选,剔除了不重要、对培训效果评估作用不大的指标,共同建立了以银行柜员自评、顾客评价、培训师评价、上级主管评价四个评估主体,共二十个指标的银行柜员业务培训评估指标体系。其次在比较了几种常用的确定权重的方法后,最终选择了层次分析法来确定指标体系各个因素的权重。由于针对银行内部职工的评估,很多实际数值无法采集,而柜员、上级主管和培训部门人员三类专家可根据实际问题,较为合理地确定各分量的重要性。利用层次分析法,设计了指标权重调查问卷,建立了层次结构模型和两两判断矩阵,多方面地反映指标的重要程度,计算各判断矩阵最大特征向量、最大特征根,并进行一致性检验,得出定性与定量相结合的指标权重。为了对模型进行检验,将模糊综合评判法引入银行柜员业务培训效果评价中。本文选择了山东省济南市长清区农村信用社五处分社柜台员工作为调查对象,制定了银行柜员业务培训效果评估的满意度调查问卷,针对此次业务培训的效果,进行柜员自评、顾客评估、培训师评估和上级主管评估的问卷调查,综合分析多个评估主体的意见,得出银行柜员业务培训效果的评估结果。最后对研究成果进行总结和展望。本文的研究成果可以提高银行柜员业务培训效果评估的全面性、准确性以及培训质量,对改善培训效果等相关工作提供参考,为今后银行培训的未来发展提供借鉴和指导意义。
[Abstract]:Along with China's reform and opening up, more and more foreign banks enter Chinese, such as Citibank, Hongkong HSBC, Japan's Tokyo MITSUBISHI bank and the Industrial Bank of Japan and so on, not only brought the business philosophy and service new management mode for Chinese banks, it also brings more competition in the financial aspects of the financial institutions of the Chinese. Want to occupy a space for one person in the fierce competition, it must be through effective training, improve staff quality, improve the overall management level, for its sustained, rapid development to provide protection, but also for the future development of the bank reserves of human resources. However, funding and training methods at present most of the banks in the future talent reserve is only stay in the training on the improvement, evaluation of training effect on the degree of importance is low. But many domestic scholars also have some effect on training Study, research focus mostly concentrated in how to construct the evaluation index system of training, training effectiveness analysis, for the entire training project evaluation model research, differences in employee work content for different positions of not considering, so the lack of establishing evaluation index system for a specific job of.
In the bank's daily work, counter staff is the first bank teller service, customer facing every word and action, will directly affect the overall image of the bank's customer recognition, obviously the importance in business development in the bank teller, but there is no study on the evaluation of the bank teller training effect, so this paper put forward the assessment the specific index system for specific staff, to construct the evaluation model of training effectiveness is the biggest innovation of this paper.
Based on the evaluation of the bank teller business training as a breakthrough, to improve the effectiveness of the training institute. The teller paper is divided into six chapters. First elaborated the urgency of training effect evaluation of the bank teller, and pointed out the research purpose and significance of the research. From the research status at home and abroad and gives the research steps of this paper. Then it introduces the training effect evaluation, the method of calculating weight. Then combined with the actual situation of bank teller's daily work and business training, selecting representative evaluation subject to construction bank teller business training evaluation system, through the different subjects of real, objective evaluation, and all-round, multi angle reveals the effect of training. After determining the evaluation subject, respectively in each subject set up operable, sub indicators in line with the actual situation of the bank teller, and Through questionnaire and Delphi method, the indexes were selected, excluding the effect is not important, the evaluation on the training effect, set up to the bank teller self-assessment, customer evaluation, training evaluation, supervisor evaluation of four evaluation subjects, a total of twenty indicators of the banking business training evaluation index system. Secondly, in the method of comparison of several commonly used to determine the weights, finally chose AHP to determine the weight of each factor index system. The evaluation of the bank staff, many practical values cannot be collected, and the teller, supervisor and department personnel training three experts according to the actual problems, reasonably determine the importance each component. Using AHP, design the index weight questionnaire, established the hierarchical structure model and 22 aspects of judgment matrix, reflect the range index Calculate the maximum degree of judgment matrix feature vector, the largest eigenvalue, and the consistency check, weights of qualitative and quantitative. In order to test the model, the fuzzy comprehensive evaluation method into the bank teller business training effect. This paper chooses Changqing District of Ji'nan city rural credit cooperatives of Shandong Province five branch of the counter staff as the research object, making the evaluation of bank teller business training effect satisfaction questionnaire for the business training effect of teller self rating questionnaire, customer evaluation, training and evaluation of supervisor evaluation, multiple evaluation comprehensive analysis of the main opinion that bank teller business training evaluation results finally. The research results were summarized and prospected.
The research results in this paper can improve the comprehensiveness, accuracy and training quality of bank teller training effect evaluation, and provide reference for improving training effect and other related work, so as to provide reference and guidance for the future development of bank training.

【学位授予单位】：江西财经大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F224;F272.92;F832.33

【共引文献】