本文選題：銀行　切入點(diǎn)：服務(wù)創(chuàng)新能力　出處：《東華大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：技術(shù)在發(fā)展,銀行業(yè)的服務(wù)創(chuàng)新也需要與時(shí)俱進(jìn),特別是在當(dāng)前我國(guó)金融業(yè)日益開(kāi)放的今天,大量外資銀行深入國(guó)內(nèi),金融業(yè)競(jìng)爭(zhēng)日益加劇。 在此時(shí)代背景下,銀行業(yè)漸漸意識(shí)到,服務(wù)創(chuàng)新會(huì)帶來(lái)新的盈利機(jī)會(huì),現(xiàn)代商業(yè)銀行在生存發(fā)展過(guò)程中都不可避免地必須進(jìn)行創(chuàng)新,但是究竟什么是服務(wù)創(chuàng)新,如何提高服務(wù)創(chuàng)新能力,是一個(gè)有待更深入研究和實(shí)踐的課題。 目前,有關(guān)銀行業(yè)服務(wù)創(chuàng)新能力的研究還是一個(gè)相對(duì)較新的領(lǐng)域,國(guó)內(nèi)服務(wù)創(chuàng)新的專家學(xué)者緊跟國(guó)外學(xué)者的研究步伐,開(kāi)始對(duì)這些問(wèn)題進(jìn)行探索,但大多采用定性的研究方法。本研究在總結(jié)前人研究的基礎(chǔ)上,以銀行服務(wù)創(chuàng)新能力指標(biāo)體系及其應(yīng)用為研究對(duì)象,從服務(wù)創(chuàng)新的概念出發(fā),對(duì)國(guó)內(nèi)外重要的文獻(xiàn)進(jìn)行了回顧和總結(jié),在此基礎(chǔ)上提出了21個(gè)銀行服務(wù)創(chuàng)新能力的評(píng)價(jià)指標(biāo)。通過(guò)對(duì)26位專家的訪談和問(wèn)卷調(diào)查,運(yùn)用德?tīng)柗品?Delphi)對(duì)指標(biāo)進(jìn)行篩選,再通過(guò)問(wèn)卷調(diào)查對(duì)指標(biāo)進(jìn)行修正,最終構(gòu)建了銀行服務(wù)創(chuàng)新能力評(píng)價(jià)指標(biāo)體系框架。筆者設(shè)定的指標(biāo)體系,由創(chuàng)新投入能力、創(chuàng)新實(shí)施能力和創(chuàng)新產(chǎn)出能力三個(gè)主題構(gòu)成,下設(shè)七個(gè)個(gè)子主題,即人力資源創(chuàng)新能力、技術(shù)創(chuàng)新能力、員工創(chuàng)新能力、組織創(chuàng)新能力、合作創(chuàng)新能力、創(chuàng)新產(chǎn)品的收入和創(chuàng)新產(chǎn)品的競(jìng)爭(zhēng)程度。經(jīng)過(guò)篩選和添加部分專家建議的指標(biāo),得到20個(gè)三級(jí)指標(biāo)。最后,采用層次分析法(AHP)確定各項(xiàng)指標(biāo)的權(quán)重。 此外,筆者還嘗試將銀行業(yè)服務(wù)創(chuàng)新能力指標(biāo)體系應(yīng)用于浦發(fā)銀行,根據(jù)前文得到的指標(biāo)體系對(duì)浦發(fā)銀行服務(wù)創(chuàng)新程度進(jìn)行評(píng)估,對(duì)評(píng)估結(jié)果分析后提出了浦發(fā)銀行在服務(wù)創(chuàng)新能力可以改善的地方。
[Abstract]:With the development of technology, the service innovation of the banking industry also needs to keep pace with the times. Under this background, the banking industry gradually realizes that service innovation will bring new profit opportunities, modern commercial banks must inevitably innovate in the process of survival and development, but what exactly is service innovation? How to improve the ability of service innovation is a subject to be further studied and practiced. At present, the research on the innovation ability of banking services is still a relatively new field. Experts and scholars of domestic service innovation have followed the research pace of foreign scholars and started to explore these problems. On the basis of summarizing the previous studies, this study takes the index system of bank service innovation ability and its application as the research object, starting from the concept of service innovation. This paper reviews and summarizes the important literatures at home and abroad, and puts forward 21 evaluation indexes for the innovation ability of banking services. Through interviews and questionnaires with 26 experts, Delphi method is used to screen the indicators. Finally, the evaluation index system framework of bank service innovation ability is constructed. The index system is composed of three themes: innovation input ability, innovation implementation ability and innovation output ability. There are seven sub-themes, namely, human resource innovation ability, technological innovation ability, employee innovation ability, organizational innovation ability, cooperative innovation ability, The income of innovative products and the competition degree of innovative products. Through screening and adding some indexes suggested by experts, 20 third-level indexes are obtained. Finally, the weight of each index is determined by using AHP (Analytic hierarchy process). In addition, the author also tries to apply the banking service innovation ability index system to the Shanghai Development Bank, and evaluates the service innovation degree of the bank according to the above index system. After analyzing the evaluation results, the paper points out that the service innovation ability of Pudong Development Bank can be improved.
【學(xué)位授予單位】：東華大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F832.3

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