本文選題：商業(yè)銀行 + 小企業(yè)　； 參考：《電子科技大學》2013年碩士論文

【摘要】：隨著我國金融體制改革的不斷深入和金融服務(wù)全球化步伐的加快，我國銀行業(yè)面臨著日益激烈的同業(yè)競爭和原有優(yōu)質(zhì)客戶利潤空間的不斷壓縮，而小企業(yè)市場正逐步演變?yōu)殂y行業(yè)新的“藍�！�。在當前各銀行服務(wù)渠道、服務(wù)設(shè)施等硬件環(huán)境同質(zhì)化嚴重的情況下，服務(wù)創(chuàng)新成為了爭奪這一新興市場的利器。目前已有的關(guān)于對小企業(yè)的金融服務(wù)創(chuàng)新研究，大多聚焦于融資服務(wù)，本文則另辟蹊徑，結(jié)合小企業(yè)對于銀行在結(jié)算服務(wù)、理財服務(wù)等方面的需求，將A銀行作為主要研究對象，以幫助小企業(yè)提高管理水平和資金運營能力及銀行提高收益的雙贏視角，，提出服務(wù)創(chuàng)新的思路和建議。 本文從服務(wù)創(chuàng)新相關(guān)研究成果的梳理入手，介紹了有關(guān)概念、研究的演進過程、過往研究涉及的行業(yè)、目前的難點和方向，為接下來的分析奠定了理論基礎(chǔ)，找到了研究方向。隨后，通過運用“服務(wù)質(zhì)量差距模型”對A銀行現(xiàn)有服務(wù)狀況與客戶需求的差異分析，以及運用波特“五力模型”和SWOT法對A銀行進行競爭力分析，找出A銀行服務(wù)創(chuàng)新的機會。在此基礎(chǔ)上，本文從管理、產(chǎn)品、技術(shù)三個方面提出了具體的服務(wù)創(chuàng)新建議。在“服務(wù)管理創(chuàng)新”方面，著重提出了客戶分層差異化管理、加強顧客培訓與互動、組織架構(gòu)重建、提高員工滿意度、多元化渠道管理等創(chuàng)新思路和具體實施路徑。在“服務(wù)產(chǎn)品創(chuàng)新”方面，主要提出了差別化定價策略和產(chǎn)品設(shè)計理念創(chuàng)新兩大思路。在“服務(wù)技術(shù)創(chuàng)新”方面，主要提出了“運營系統(tǒng)設(shè)計理念創(chuàng)新”、“客戶關(guān)系管理系統(tǒng)設(shè)計理念創(chuàng)新”兩方面的思路。為檢驗服務(wù)創(chuàng)新措施的有效性，本文嘗試從服務(wù)效率和服務(wù)質(zhì)量兩方面建立評價指標體系，以便可以量化評價服務(wù)效果，并提出運用六西格瑪?shù)姆椒▽?chuàng)新措施進行評價和改進，以便A銀行更好地提升服務(wù)水平。
[Abstract]:With the deepening of China's financial system reform and the acceleration of the pace of globalization of financial services, China's banking industry is facing increasingly fierce interbank competition and the continuous compression of the original high-quality customer profit space. And the small business market is gradually evolving into the banking sector a new "blue sea." With the homogeneity of hardware environment such as banking service channels and service facilities, service innovation has become a sharp weapon for this emerging market. At present, most of the existing researches on financial service innovation for small enterprises have focused on financing services. This paper, on the other hand, takes a different approach, combining with the needs of small enterprises in settlement services, financial services, and so on. Taking Bank A as the main research object to help small enterprises improve their management level and capital operation ability, and the win-win perspective of banks to improve their income, this paper puts forward some ideas and suggestions for service innovation. This paper starts with the related research results of service innovation, introduces the related concepts, the evolution process of the research, the industry involved in the past studies, the current difficulties and directions, which lays a theoretical foundation for the following analysis and finds the research direction. Then, by using the "Service quality Gap Model" to analyze the difference between the existing service situation and customer demand of Bank A, and using Porter's "five Forces Model" and SWOT method to analyze the competitiveness of Bank A. Identify opportunities for innovation in bank A services. On this basis, this paper puts forward concrete service innovation suggestions from three aspects of management, product and technology. In the aspect of "service management innovation", this paper puts forward some innovative ideas and specific implementation paths, such as customer stratified and differentiated management, strengthening customer training and interaction, reconstructing organizational structure, improving employee satisfaction, and diversified channel management. In the aspect of service product innovation, this paper puts forward two main ideas: differential pricing strategy and product design idea innovation. In the aspect of "service technology innovation", this paper puts forward two ideas: "operation system design idea innovation" and "customer relationship management system design idea innovation". In order to test the effectiveness of service innovation measures, this paper attempts to establish an evaluation index system from two aspects of service efficiency and service quality, so as to quantify the evaluation of service effectiveness. The six Sigma method is used to evaluate and improve the innovative measures so as to improve the service level of Bank A.
【學位授予單位】：電子科技大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F832.4

【參考文獻】

相關(guān)期刊論文 前5條

1 王琳;魏江;胡勝蓉;;服務(wù)創(chuàng)新分類研究[J];技術(shù)經(jīng)濟;2009年02期

2 藺雷,吳貴生;服務(wù)創(chuàng)新:研究現(xiàn)狀、概念界定及特征描述[J];科研管理;2005年02期

3 薛丹琦;吳本健;趙永華;;基于信息通訊技術(shù)應(yīng)用的農(nóng)村小額支付結(jié)算服務(wù)創(chuàng)新研究——以農(nóng)行重慶分行、山西分行為例[J];農(nóng)村金融研究;2012年03期

4 劉倫;唐若藍;;銀行服務(wù)中小企業(yè)的路徑分析[J];新疆金融;2009年04期

5 馬勝祥;李吉棟;李凱華;;商業(yè)銀行員工滿意度研究[J];心理科學;2006年05期

本文編號：1991051