邮储银行吉林省分行网点智能化策略研究

发布时间：2018-04-26 03:20

本文选题：银行网点 + 智能化　；参考：《吉林大学》2017年硕士论文

【摘要】：随着社会经济的快速发展,科技的不断进步,在银行网点传统的服务方式和销售模式下,客户需求已经不能够得到满足。金融市场上中外资银行在激烈的竞争的同时,各大企业也在通过新产品的研发涌入到金融市场,目前的银行服务营销渠道主要包括人工网点、自助银行、手机银行、网上银行、支付宝、微信支付、京东白条和电话银行等。不过,虽然各种线上交易在抢占着银行实体网点的业务,但在虚拟银行等服务营销渠道还是不能代替“面对面”式的物理银行网点,在现阶段以及以后的一段时期内,银行网点仍是我国商业银行重要的营销渠道之一。而现阶段物理网点存在位置欠佳、设施简陋、功能区划分不清、新网点拓展困难,自助服务设备承载的业务种类有限等问题,而在日常生产经营过程中业务流程不够顺畅、客户排队的现象比较严重、专业人才也存在缺乏现象。所以,商业银行传统网点作为最基层的渠道机构,是银行的基础,也是银行经营管理过程中的核心,所以其转型发展已势在必行。近年来,互联网金融在发展迅猛的态势下涌现而出,其快捷、便利、现代化的特点,能够给客户带来不一样的体验,线下业务多数转移到了线上操作,严重影响了银行的经营状况。所以为了满足客户需求、提升整体利润率,商业银行需适应时代的变化,实现从传统化向智能化的转型。通过网点转型,使网点从传统交易型网点转化为客户满意度有所增加的重要渠道。本文首先对银行网点智能化策略研究的选题背景和研究意义进行了阐述,随后分析了邮储银行吉林省分行网点的布局和建设方面存在的问题,其次指出银行网点智能化研究的意义和要解决的问题。接下来通过银行网点的布局模式实现从传统的“营业网点+自助银行”的模式向“智能化营业网点旗舰店+专业网点+新型自助银行”的模式转变、内部空间功能区的划分更加人性化和精细化、自助设备和辅助系统的使用等方面详细的描述了智能化策略的具体内容。再次,分析了邮储银行吉林省分行在智能化策略实施过程采用的具体实施方案和制度、资金、人力等方面的保障措施,通过智能化策略的实施,银行网点实现了人力成本的解放、建设及运营成本的降低、工作效率的提高、工作时间的延续,以及通过人力资源的大量盘活可以将剩余人力资源打造成专业化的服务营销队伍,大大的提高企业的经济效益。文章最后得出结论:银行网点的智能化是时代的产物、是大势所趋,只有将科技融入到服务中,发挥“互联网+”的魅力,才能更好的满足客户的需求,为客户带来更好的体验效果,也是传统的银行网点焕发出新的生命活力。
[Abstract]:With the rapid development of social economy and the continuous progress of science and technology, the customer demand can not be satisfied under the traditional service and sales mode of bank network. In the financial market, while the competition between Chinese and foreign banks is fierce, major enterprises are also pouring into the financial market through the research and development of new products. At present, the marketing channels of banking services mainly include artificial outlets, self-help banks, mobile banking, and online banking. Alipay, WeChat Pay, JingDong and telephone bank. However, while all kinds of online transactions are preempting the business of the bank's physical network, there is no substitute for "face-to-face" physical banking outlets in the marketing channels of services such as virtual banks, at this stage and for a period of time to come. Bank outlets are still one of the important marketing channels for commercial banks in China. At the present stage, the physical network has some problems, such as poor location, simple facilities, unclear division of functional areas, difficulties in expanding new network sites, limited types of business carried by self-service equipment, etc., but the business process is not smooth enough in the daily production and operation process. The phenomenon of customer queue is more serious, professional talent is also lack of phenomenon. Therefore, as the most basic channel institution, the traditional commercial bank network is the foundation of the bank and the core of the bank management process, so its transformation and development is imperative. In recent years, Internet finance has sprung up under the situation of rapid development. Its quick, convenient and modern features can bring different experiences to customers. Most offline operations have been transferred to online operations. Seriously affected the operation of the bank. Therefore, in order to meet customer needs and improve the overall profit margin, commercial banks need to adapt to the changes of the times and realize the transition from traditional to intelligent. Through the network transformation, the network from the traditional transactional network into an important channel to increase customer satisfaction. In this paper, firstly, the background and significance of the research on the intelligent strategy of bank network are expounded, and then the problems in the layout and construction of the branch of the Postal savings Bank in Jilin Province are analyzed. Secondly, it points out the significance of the research of bank network intelligence and the problems to be solved. Then, through the layout mode of bank network, we can change from the traditional mode of "self-service bank of business network" to the mode of "new type self-service bank of professional network of flagship store of intelligent business network". The partition of the inner space function area is more humanized and refined, the use of self-help equipment and auxiliary system is described in detail, and the specific contents of the intelligent strategy are described in detail. Thirdly, this paper analyzes the concrete implementation scheme and system, funds and manpower of the postal savings bank Jilin branch in the process of implementing intelligent strategy, and through the implementation of intelligent strategy, Bank outlets realize the liberation of labor costs, the reduction of construction and operation costs, the improvement of work efficiency, and the continuation of working hours. And the surplus human resources can be built into professional service marketing team through a large amount of human resources, greatly improving the economic benefits of enterprises. Finally, the paper draws a conclusion: the intellectualization of bank network is the product of the times and the trend of the times. Only by integrating science and technology into the service and giving play to the charm of "Internet", can we better meet the needs of our customers. For customers to bring better experience, but also the traditional bank outlets coruscated with new vitality.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F832.2

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