【摘要】：隨著互聯(lián)網(wǎng)相關(guān)技術(shù)的不斷成熟和普及,互聯(lián)網(wǎng)金融的商業(yè)模式不斷完善,互聯(lián)網(wǎng)金融展現(xiàn)在大家面前的是一幅全新的金融業(yè)態(tài)畫面�；ヂ�(lián)網(wǎng)金融的發(fā)展或許會(huì)實(shí)現(xiàn)一些像除去金融中介這樣大膽的設(shè)想,同時(shí)解決困擾大家很久的金融難題,比如我國(guó)的中小企業(yè)融資難問題。 當(dāng)前,互聯(lián)網(wǎng)金融的興起正迅速地改變著金融業(yè)的格局。在競(jìng)爭(zhēng)日趨激烈的環(huán)境中,國(guó)內(nèi)的商業(yè)銀行已不再是當(dāng)年的絕對(duì)壟斷者,商業(yè)銀行要想在競(jìng)爭(zhēng)中求得生存與發(fā)展,勢(shì)必需要做出相應(yīng)的改變。 本文正是在這樣的一個(gè)背景下開始的寫作。金融業(yè)屬于第三產(chǎn)業(yè),對(duì)于金融業(yè)當(dāng)中的商業(yè)銀行來(lái)說(shuō),做好服務(wù)是其存在的根本,客戶是否滿意是衡量服務(wù)質(zhì)量最重要的指標(biāo)。本文是從商業(yè)銀行服務(wù)的角度來(lái)展開研究,在互聯(lián)網(wǎng)金融背景下,商業(yè)銀行的服務(wù)如何才能讓客戶滿意,商業(yè)銀行的服務(wù)如何進(jìn)行轉(zhuǎn)型升級(jí)才能順應(yīng)新時(shí)代的發(fā)展,這些就是本文所要研究的主題。 論文正文主要分為六部分：第一章緒論包括了選題的背景與意義、研究的思路與方法、主要內(nèi)容以及文章的創(chuàng)新點(diǎn)。 第二章是文獻(xiàn)綜述與相關(guān)理論基礎(chǔ)。主要介紹了互聯(lián)網(wǎng)金融與商業(yè)銀行服務(wù)轉(zhuǎn)型的研究現(xiàn)狀,其中對(duì)互聯(lián)網(wǎng)金融中的信息處理與商業(yè)銀行服務(wù)做了深入調(diào)研分析。本文在前人研究的基礎(chǔ)之上將系統(tǒng)地研究當(dāng)商業(yè)銀行處在一個(gè)全新的競(jìng)爭(zhēng)環(huán)境中時(shí),如何進(jìn)行服務(wù)轉(zhuǎn)型。 第三章是互聯(lián)網(wǎng)金融概述、發(fā)展與挑戰(zhàn)。該章介紹了互聯(lián)網(wǎng)金融概念、相關(guān)IT技術(shù)、模式分類和國(guó)內(nèi)外互聯(lián)網(wǎng)金融發(fā)展現(xiàn)狀。最后分析互聯(lián)網(wǎng)金融給傳統(tǒng)金融帶來(lái)的變化以及給商業(yè)銀行帶來(lái)的挑戰(zhàn)。 第四章戰(zhàn)略導(dǎo)向的商業(yè)銀行服務(wù)轉(zhuǎn)型分析是本文的重點(diǎn)和創(chuàng)新點(diǎn)。該章首先介紹戰(zhàn)略管理的相關(guān)概念,再分析商業(yè)銀行與互聯(lián)網(wǎng)金融企業(yè)各自的優(yōu)勢(shì),通過(guò)SWOT分析方法給出了商業(yè)銀行服務(wù)的總體戰(zhàn)略,根據(jù)波特的“五力模型”給出了商業(yè)銀行服務(wù)的競(jìng)爭(zhēng)戰(zhàn)略,從戰(zhàn)略的角度對(duì)商業(yè)銀行服務(wù)轉(zhuǎn)型提供一個(gè)宏觀的指導(dǎo)方向。最后通過(guò)服務(wù)創(chuàng)新來(lái)具體闡述商業(yè)銀行應(yīng)該如何進(jìn)行服務(wù)轉(zhuǎn)型。 第五章案例分析首先介紹了中國(guó)農(nóng)業(yè)銀行信息系統(tǒng)的具體情況。再對(duì)該信息系統(tǒng)出現(xiàn)的問題進(jìn)行逐個(gè)分析,并給出相應(yīng)解決方案。這些問題的提出、分析與解決都是針對(duì)互聯(lián)網(wǎng)金融來(lái)考慮的。通過(guò)一個(gè)具體的案例分析,論文給出了關(guān)于商業(yè)銀行如何進(jìn)行服務(wù)轉(zhuǎn)型的更具有現(xiàn)實(shí)意義的建議。 第六章是全文總結(jié),指出論文的不足之處,并給出今后的研究方向。 全文主要圍繞互聯(lián)網(wǎng)金融和商業(yè)銀行服務(wù)這兩個(gè)關(guān)鍵點(diǎn)來(lái)展開。在分析方法上主要采用的是戰(zhàn)略管理中的SWOT分析和競(jìng)爭(zhēng)“五力模型”。本文研究的方法,考慮問題的思路以及得出的相關(guān)結(jié)論不僅對(duì)商業(yè)銀行發(fā)展具有較強(qiáng)的現(xiàn)實(shí)意義,同時(shí)也為其他行業(yè)在新環(huán)境下如何進(jìn)行業(yè)務(wù)調(diào)整去適應(yīng)環(huán)境的改變提供了參考借鑒依據(jù)。
[Abstract]:With the maturity and popularity of Internet-related technologies and the improvement of the business model of Internet finance, Internet finance is presenting a new picture of the financial industry. Problems, such as the financing difficulties of SMEs in China.
At present, the rise of Internet finance is rapidly changing the pattern of the financial industry. In the increasingly competitive environment, domestic commercial banks are no longer the absolute monopoly of the year. If commercial banks want to survive and develop in the competition, they must make corresponding changes.
Financial industry belongs to the tertiary industry. For commercial banks in the financial industry, good service is the basis of its existence. Customer satisfaction is the most important index to measure the quality of service. How can the service of commercial banks satisfy customers and how can the service of commercial banks be transformed and upgraded to conform to the development of the new era are the subjects of this paper.
The main body of the paper is divided into six parts: The first chapter is the introduction of the background and significance of the topic, research ideas and methods, the main content and the innovation of the article.
The second chapter is the literature review and the related theoretical basis. It mainly introduces the research status of Internet finance and the service transformation of commercial banks, in which the information processing and the service of commercial banks in Internet finance are deeply investigated and analyzed. How to transform service in competitive environment?
The third chapter is an overview of Internet finance, development and challenges. This chapter introduces the concept of Internet finance, related IT technology, pattern classification and the development status of Internet finance at home and abroad.
Chapter Four is the focus and innovation of this paper. This chapter first introduces the related concepts of strategic management, then analyzes the respective advantages of commercial banks and Internet financial enterprises, gives the overall strategy of commercial bank services through SWOT analysis method, and according to Porter's "Five Forces Model" The competitive strategy of commercial banks'services provides a macro direction for the service transformation of commercial banks from the strategic point of view.
The fifth chapter introduces the concrete situation of the information system of the Agricultural Bank of China at first, then analyzes the problems of the information system one by one, and gives the corresponding solutions. There are more realistic suggestions for commercial banks to carry out service transformation.
The sixth chapter is the summary of the paper, pointing out the shortcomings of the paper and giving the future research directions.
This paper mainly focuses on the two key points of Internet finance and commercial banking services.The analysis method mainly adopts SWOT analysis in strategic management and "Five Forces Model" of competition. At the same time, it also provides a reference for other industries in the new environment how to adjust business to adapt to changes in the environment.
【學(xué)位授予單位】：西南財(cái)經(jīng)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F832.33

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本文編號(hào)：2237883