本文選題：銀行網(wǎng)點 + 智能化　； 參考：《吉林大學》2017年碩士論文

【摘要】：隨著社會經(jīng)濟的快速發(fā)展,科技的不斷進步,在銀行網(wǎng)點傳統(tǒng)的服務方式和銷售模式下,客戶需求已經(jīng)不能夠得到滿足。金融市場上中外資銀行在激烈的競爭的同時,各大企業(yè)也在通過新產(chǎn)品的研發(fā)涌入到金融市場,目前的銀行服務營銷渠道主要包括人工網(wǎng)點、自助銀行、手機銀行、網(wǎng)上銀行、支付寶、微信支付、京東白條和電話銀行等。不過,雖然各種線上交易在搶占著銀行實體網(wǎng)點的業(yè)務,但在虛擬銀行等服務營銷渠道還是不能代替“面對面”式的物理銀行網(wǎng)點,在現(xiàn)階段以及以后的一段時期內,銀行網(wǎng)點仍是我國商業(yè)銀行重要的營銷渠道之一。而現(xiàn)階段物理網(wǎng)點存在位置欠佳、設施簡陋、功能區(qū)劃分不清、新網(wǎng)點拓展困難,自助服務設備承載的業(yè)務種類有限等問題,而在日常生產(chǎn)經(jīng)營過程中業(yè)務流程不夠順暢、客戶排隊的現(xiàn)象比較嚴重、專業(yè)人才也存在缺乏現(xiàn)象。所以,商業(yè)銀行傳統(tǒng)網(wǎng)點作為最基層的渠道機構,是銀行的基礎,也是銀行經(jīng)營管理過程中的核心,所以其轉型發(fā)展已勢在必行。近年來,互聯(lián)網(wǎng)金融在發(fā)展迅猛的態(tài)勢下涌現(xiàn)而出,其快捷、便利、現(xiàn)代化的特點,能夠給客戶帶來不一樣的體驗,線下業(yè)務多數(shù)轉移到了線上操作,嚴重影響了銀行的經(jīng)營狀況。所以為了滿足客戶需求、提升整體利潤率,商業(yè)銀行需適應時代的變化,實現(xiàn)從傳統(tǒng)化向智能化的轉型。通過網(wǎng)點轉型,使網(wǎng)點從傳統(tǒng)交易型網(wǎng)點轉化為客戶滿意度有所增加的重要渠道。本文首先對銀行網(wǎng)點智能化策略研究的選題背景和研究意義進行了闡述,隨后分析了郵儲銀行吉林省分行網(wǎng)點的布局和建設方面存在的問題,其次指出銀行網(wǎng)點智能化研究的意義和要解決的問題。接下來通過銀行網(wǎng)點的布局模式實現(xiàn)從傳統(tǒng)的“營業(yè)網(wǎng)點+自助銀行”的模式向“智能化營業(yè)網(wǎng)點旗艦店+專業(yè)網(wǎng)點+新型自助銀行”的模式轉變、內部空間功能區(qū)的劃分更加人性化和精細化、自助設備和輔助系統(tǒng)的使用等方面詳細的描述了智能化策略的具體內容。再次,分析了郵儲銀行吉林省分行在智能化策略實施過程采用的具體實施方案和制度、資金、人力等方面的保障措施,通過智能化策略的實施,銀行網(wǎng)點實現(xiàn)了人力成本的解放、建設及運營成本的降低、工作效率的提高、工作時間的延續(xù),以及通過人力資源的大量盤活可以將剩余人力資源打造成專業(yè)化的服務營銷隊伍,大大的提高企業(yè)的經(jīng)濟效益。文章最后得出結論:銀行網(wǎng)點的智能化是時代的產(chǎn)物、是大勢所趨,只有將科技融入到服務中,發(fā)揮“互聯(lián)網(wǎng)+”的魅力,才能更好的滿足客戶的需求,為客戶帶來更好的體驗效果,也是傳統(tǒng)的銀行網(wǎng)點煥發(fā)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.
【學位授予單位】：吉林大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：F832.2

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