商业银行声誉风险影响因素识别与实证分析

发布时间：2018-04-19 13:59

本文选题：商业银行 + 声誉风险　；参考：《青岛大学》2016年硕士论文

【摘要】：银行声誉风险是现代商业银行面临的最具有威胁的风险,由于声誉风险的成因复杂,量化较为困难,难以预防,特别是随着互联网的发展,信息传播速度正在以级数式增长,负面信息传播速度加快,对银行声誉维护造成了巨大的挑战,因此更有必要在新经济形势下给予其更多的关注。本文首先对银行的声誉风险进行了概述,界定了声誉风险的概念和特点,识别了银行声誉的三个影响因素:内部因素、外部环境和客户满意度,并简述了声誉测评模型。然后从内部因素角度实证分析了影响银行声誉的因子。实证分析发现,股份制银行营业收入、员工学历、培训时间对其声誉有较强的正向影响,员工工资对声誉有负向影响,支行总数对声誉的影响不显著。接着分析了外部环境如何影响银行声誉。从金融生态环境的角度,分析了经济环境、法律环境和社会信用环境的变化对声誉的影响。最后基于客户满意度对银行声誉风险进行了实证分析。结合我国商业银行的实际情况,设计了商业银行客户满意度的测评指标体系,利用问卷调查对商业银行客户满意度进行了调查研究,识别出了影响客户满意度的六个因子。在实证部分的基础上,分别从内部因素、金融生态环境以及客户满意度角度对我国银行防范声誉风险提出了改进意见。
[Abstract]:Bank reputation risk is the most threatening risk faced by modern commercial banks. Because of the complex causes of reputation risks, it is difficult to quantify and prevent, especially with the development of the Internet, the speed of information dissemination is increasing in a series.The rapid spread of negative information poses a great challenge to the maintenance of banks' reputation, so it is more necessary to pay more attention to it in the new economic situation.This paper first summarizes the reputation risk of the bank, defines the concept and characteristics of the reputation risk, identifies the three influencing factors of the bank reputation: internal factors, external environment and customer satisfaction, and briefly describes the reputation evaluation model.Then it empirically analyzes the factors that affect the reputation of banks from the perspective of internal factors.The empirical analysis shows that the operating income of joint-stock banks, employee education, training time have a strong positive impact on their reputation, employees' wages have a negative impact on reputation, and the total number of branches has no significant impact on reputation.Then it analyzes how the external environment affects the reputation of banks.From the point of view of financial ecological environment, this paper analyzes the influence of the changes of economic environment, legal environment and social credit environment on reputation.Finally, based on customer satisfaction, the paper makes an empirical analysis of bank reputation risk.Combined with the actual situation of commercial banks in China, this paper designs the evaluation index system of customer satisfaction of commercial banks, investigates the customer satisfaction of commercial banks by questionnaire, and identifies six factors that affect customer satisfaction.On the basis of the empirical analysis, this paper puts forward some suggestions on how to prevent the reputation risk from the internal factors, the financial ecological environment and the customer satisfaction.
【学位授予单位】：青岛大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F832.33

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