基于大數(shù)據(jù)應(yīng)用的吉林銀行服務(wù)質(zhì)量提升策略研究
發(fā)布時(shí)間：2019-07-06 07:32
【摘要】：在現(xiàn)代商業(yè)銀行活動(dòng)中，銀行越來愈重視渠道和產(chǎn)品給客戶帶來的內(nèi)心感受和消費(fèi)體驗(yàn)，，而在此過程中，給客戶創(chuàng)造更好的消費(fèi)體驗(yàn)、更深刻的滿意程度成為了商業(yè)銀行日益追求和完善的目標(biāo)，這就越發(fā)突顯了服務(wù)質(zhì)量在整個(gè)商業(yè)銀行活動(dòng)中的重要地位。放眼放去，銀行服務(wù)質(zhì)量不但受到銀行業(yè)界的高度重視，也受到監(jiān)管部門、銀行客戶、投資人以及社會(huì)大眾的普遍關(guān)注。在我國商業(yè)銀行的漫長發(fā)展中，我們從未停止追求優(yōu)質(zhì)服務(wù)、提高客戶滿意度、規(guī)范服務(wù)管理的腳步，各種新形勢下，商業(yè)銀行面臨著各種新的挑戰(zhàn)：一方面，隨著世界經(jīng)濟(jì)一體化步伐的邁進(jìn)，尤其是我國加入世界貿(mào)易組織后，銀行業(yè)、保險(xiǎn)業(yè)、證券及信托等金融行業(yè)有了飛速的發(fā)展，在帶來商機(jī)的同時(shí)，也對(duì)金融業(yè)的經(jīng)營模式、管理能力和未來發(fā)展的決策把握能力有了更深層的考量和要求；另一方面，在這一進(jìn)程中，伴隨著銀行業(yè)務(wù)種類和范圍的擴(kuò)大、業(yè)務(wù)量的激增以及日益激烈的同業(yè)競爭，隨著國外銀行業(yè)競爭者的加入，國內(nèi)商業(yè)銀行要想在金融市場中長久立于不敗之地，除了加快經(jīng)營管理理念和業(yè)務(wù)運(yùn)作模式的創(chuàng)新，還要加快金融產(chǎn)品和服務(wù)的創(chuàng)新，以此來提高客戶的滿意度、提升客戶的忠誠度，來維護(hù)現(xiàn)有客戶資源及搶奪更多優(yōu)質(zhì)客戶資源[1]，在此情況下，國內(nèi)商業(yè)銀行急需明確未來發(fā)展方向并制定完善的客戶管理戰(zhàn)略。 適時(shí)，隨著智能手機(jī)的普及、社交網(wǎng)絡(luò)的興起和大量應(yīng)用，以及公共場所各類監(jiān)控設(shè)施和人體感應(yīng)設(shè)備廣泛植入，大數(shù)據(jù)時(shí)代悄然來臨。它的到來在金融服務(wù)業(yè)掀起了一場歷史性變革，這給商業(yè)銀行帶來了前所未有的機(jī)遇和挑戰(zhàn)，一方面，基于對(duì)客戶交易、行為、信用等結(jié)構(gòu)或非結(jié)構(gòu)性的大數(shù)據(jù)的有效分析，銀行能夠?qū)⑵涓鼫?zhǔn)確的應(yīng)用到提升整體服務(wù)質(zhì)量、創(chuàng)造更多經(jīng)濟(jì)效益中去，也為金融風(fēng)險(xiǎn)防控提供了更加精準(zhǔn)的監(jiān)控和預(yù)測；另一方面，銀行業(yè)正逐步進(jìn)入實(shí)體網(wǎng)絡(luò)運(yùn)營時(shí)代，而大數(shù)據(jù)的到來，不僅加劇了對(duì)傳統(tǒng)金融服務(wù)模式的沖擊，還對(duì)數(shù)據(jù)信息的收集、整理和分析等處理能力提出了更加嚴(yán)格的要求。 吉林銀行秉持著日夜以客戶為中心的服務(wù)理念和不斷前行及發(fā)展的堅(jiān)定信心，始終致力于為客戶持續(xù)提供創(chuàng)造財(cái)富的能力，滿足客戶相關(guān)金融需求，并將服務(wù)質(zhì)量當(dāng)作近期經(jīng)營成果和未來發(fā)展方向的重要考核指標(biāo)。在全球各界和諸多領(lǐng)域廣泛討論大數(shù)據(jù)這個(gè)話題的時(shí)候，系統(tǒng)研究或分析大數(shù)據(jù)和銀行服務(wù)質(zhì)量關(guān)系的文章并不多見。本文以吉林銀行為例，主要通過文獻(xiàn)研究法、定量分析法、描述性研究法、實(shí)證研究法等研究方法，根據(jù)實(shí)際工作需要，對(duì)吉林銀行服務(wù)質(zhì)量現(xiàn)狀進(jìn)行了闡述，并借助吉林銀行對(duì)大數(shù)據(jù)技術(shù)的分析和應(yīng)用，深入了解客戶需求，幫助吉林銀行更加直觀的認(rèn)識(shí)和解釋客戶的交易和行為，并對(duì)客戶的未來交易動(dòng)向作出及時(shí)準(zhǔn)確的監(jiān)督、預(yù)測和規(guī)劃，從而根據(jù)客戶資源的整合、分類，有效實(shí)行差別服務(wù)，完成決策從經(jīng)驗(yàn)的依賴性向數(shù)據(jù)依靠性轉(zhuǎn)變，繼而全面實(shí)施個(gè)人金融業(yè)務(wù)品牌戰(zhàn)略和創(chuàng)新發(fā)展戰(zhàn)略，全力滿足客戶需求，在讓客戶享受高品質(zhì)服務(wù)的同時(shí)，心甘情愿的成為吉林銀行忠實(shí)的客戶群體，同時(shí)，穩(wěn)定現(xiàn)有客戶資源、發(fā)展新客戶資源，最終實(shí)現(xiàn)吉林銀行的長期、穩(wěn)健發(fā)展。 要想提升服務(wù)質(zhì)量、提高核心競爭力、提高經(jīng)濟(jì)效益、保持健康持續(xù)快速發(fā)展，如何正確認(rèn)識(shí)大數(shù)據(jù)理論、如何做好對(duì)數(shù)據(jù)的有效分析和掌控、如何借助大數(shù)據(jù)和互聯(lián)網(wǎng)技術(shù)準(zhǔn)確把握客戶需求和金融市場的未來發(fā)展趨勢，無疑成為了吉林銀行贏得這場沒有硝煙的戰(zhàn)爭的關(guān)鍵。
文內(nèi)圖片：
圖片說明：近期技術(shù)發(fā)展時(shí)間軸
[Abstract]:in that activity of the modern commercial bank, the more the bank pay more attention to the inner feel and the consumption experience of the channel and the product to the customer, and in this process, to create a better consumption experience for the customer, and the deeper satisfaction degree has become the goal of the commercial bank's increasingly pursue and perfect, This has increased the importance of the quality of service throughout the commercial bank's activities. The bank's quality of service is not only highly valued by the banking industry, but also the general interest of regulators, bank clients, investors and the general public. In the long development of the commercial bank of our country, we have never stopped the pursuit of high-quality service, improve the customer satisfaction, and standardize the pace of service management. The commercial banks face various new challenges in the new situation: on the one hand, with the pace of world economic integration, Especially after China's accession to the World Trade Organization, the financial industry, such as banking, insurance, securities and trust, has developed rapidly. At the same time, the business model, management ability and decision-making power of the future development of the financial industry have a deeper consideration and demand. On the other hand, in this process, with the expansion of the types and scope of the banking business, the proliferation of the business volume and the increasingly fierce competition in the trade, the domestic commercial banks want to stay in the invincible position for a long time in the financial market with the addition of the foreign banks' competitors. In addition to accelerating the innovation of management concept and business operation mode, we should also speed up the innovation of financial products and services, so as to improve the customer satisfaction, improve the customer's loyalty, to maintain the existing customer resources and to snatch more high-quality customer resources[1], in which case, Domestic commercial banks need to define the direction of future development and develop a perfect customer management strategy. In due time, with the popularization of the smart phone, the rise of the social network and the extensive application of the social network, as well as the wide-ranging implantation of various monitoring facilities and human induction devices in public places, the large data era is quietly The arrival of it has set off a historic change in the financial services industry, which has brought unprecedented opportunities and challenges to commercial banks, on the one hand, on the basis of effective separation of structures or non-structural, large-scale data, such as client transactions, acts, credit, etc. The bank can apply it more accurately to improve the whole quality of service, create more economic benefits, and provide more accurate monitoring and prediction for the prevention and control of financial risks; on the other hand, the banking industry is gradually entering the operating time of the entity network, and the big data In addition, not only the impact on the traditional financial service model is increased, but also the processing power of the collection, collation and analysis of the data information is more strict. "The Bank of Jilin is always committed to providing the customer with the ability to create wealth and to meet the customer's relevant gold, with the customer-centered service concept and the confidence in the development of the day and night." The quality of service is regarded as an important test of the recent operation results and the future development direction Nuclear metrics. When the topic is widely discussed in various circles and in a wide range of fields, the system studies or analyzes the relationship between big data and the quality of the bank's quality of service This paper, taking the bank of Jilin as an example, mainly discusses the current situation of the quality of service in Jilin province by means of the research methods such as the literature research method, the quantitative analysis method, the descriptive research method and the empirical research method. and provide timely and accurate supervision, prediction and planning to the future transaction trend of the customer, thereby effectively implementing the difference according to the integration, the classification and the effective implementation of the client resources, Don't service, complete the decision-making from experience to the data on the sex transition, then fully implement the personal financial business brand strategy and the innovation development strategy, fully meet the customer demand, while let the customer enjoy high-quality service, willing to become the loyal customer group of Jilin Bank At the same time, stabilize the existing customer resources, develop new customer resources, and finally realize the long-term and stable development of Jilin Bank To improve the quality of service, to improve the core competitiveness, to improve the economic benefit, to keep the healthy and rapid development, how to correctly understand the big data theory and how to make the data effective The analysis and control, how to grasp the customer's needs and the future development trend of the financial market with the help of big data and the Internet technology, undoubtedly become the Jilin bank to win this no-smoke
【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F832.33
文內(nèi)圖片：
圖片說明：近期技術(shù)發(fā)展時(shí)間軸
[Abstract]:in that activity of the modern commercial bank, the more the bank pay more attention to the inner feel and the consumption experience of the channel and the product to the customer, and in this process, to create a better consumption experience for the customer, and the deeper satisfaction degree has become the goal of the commercial bank's increasingly pursue and perfect, This has increased the importance of the quality of service throughout the commercial bank's activities. The bank's quality of service is not only highly valued by the banking industry, but also the general interest of regulators, bank clients, investors and the general public. In the long development of the commercial bank of our country, we have never stopped the pursuit of high-quality service, improve the customer satisfaction, and standardize the pace of service management. The commercial banks face various new challenges in the new situation: on the one hand, with the pace of world economic integration, Especially after China's accession to the World Trade Organization, the financial industry, such as banking, insurance, securities and trust, has developed rapidly. At the same time, the business model, management ability and decision-making power of the future development of the financial industry have a deeper consideration and demand. On the other hand, in this process, with the expansion of the types and scope of the banking business, the proliferation of the business volume and the increasingly fierce competition in the trade, the domestic commercial banks want to stay in the invincible position for a long time in the financial market with the addition of the foreign banks' competitors. In addition to accelerating the innovation of management concept and business operation mode, we should also speed up the innovation of financial products and services, so as to improve the customer satisfaction, improve the customer's loyalty, to maintain the existing customer resources and to snatch more high-quality customer resources[1], in which case, Domestic commercial banks need to define the direction of future development and develop a perfect customer management strategy. In due time, with the popularization of the smart phone, the rise of the social network and the extensive application of the social network, as well as the wide-ranging implantation of various monitoring facilities and human induction devices in public places, the large data era is quietly The arrival of it has set off a historic change in the financial services industry, which has brought unprecedented opportunities and challenges to commercial banks, on the one hand, on the basis of effective separation of structures or non-structural, large-scale data, such as client transactions, acts, credit, etc. The bank can apply it more accurately to improve the whole quality of service, create more economic benefits, and provide more accurate monitoring and prediction for the prevention and control of financial risks; on the other hand, the banking industry is gradually entering the operating time of the entity network, and the big data In addition, not only the impact on the traditional financial service model is increased, but also the processing power of the collection, collation and analysis of the data information is more strict. "The Bank of Jilin is always committed to providing the customer with the ability to create wealth and to meet the customer's relevant gold, with the customer-centered service concept and the confidence in the development of the day and night." The quality of service is regarded as an important test of the recent operation results and the future development direction Nuclear metrics. When the topic is widely discussed in various circles and in a wide range of fields, the system studies or analyzes the relationship between big data and the quality of the bank's quality of service This paper, taking the bank of Jilin as an example, mainly discusses the current situation of the quality of service in Jilin province by means of the research methods such as the literature research method, the quantitative analysis method, the descriptive research method and the empirical research method. and provide timely and accurate supervision, prediction and planning to the future transaction trend of the customer, thereby effectively implementing the difference according to the integration, the classification and the effective implementation of the client resources, Don't service, complete the decision-making from experience to the data on the sex transition, then fully implement the personal financial business brand strategy and the innovation development strategy, fully meet the customer demand, while let the customer enjoy high-quality service, willing to become the loyal customer group of Jilin Bank At the same time, stabilize the existing customer resources, develop new customer resources, and finally realize the long-term and stable development of Jilin Bank To improve the quality of service, to improve the core competitiveness, to improve the economic benefit, to keep the healthy and rapid development, how to correctly understand the big data theory and how to make the data effective The analysis and control, how to grasp the customer's needs and the future development trend of the financial market with the help of big data and the Internet technology, undoubtedly become the Jilin bank to win this no-smoke
【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F832.33
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