本文選題：商業(yè)銀行 + 個(gè)人理財(cái)業(yè)務(wù)　； 參考：《西北農(nóng)林科技大學(xué)》2013年碩士論文

【摘要】：在商業(yè)銀行激烈競(jìng)爭(zhēng)的過程中，如何提升我國(guó)商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量成為熱門的話題，也是我國(guó)商業(yè)銀行急需提升至關(guān)重要的方面。國(guó)內(nèi)學(xué)者研究表明，目前對(duì)個(gè)人理財(cái)服務(wù)質(zhì)量影響因素的研究多數(shù)是基于定性的分析，雖然少量研究進(jìn)行了計(jì)量分析研究，但其研究幾乎沒有考慮安全性和收益性影響因素對(duì)商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量的影響。 從國(guó)有商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量入手，，通過前期走訪以及參考PZB量表選取銀行個(gè)人理財(cái)服務(wù)質(zhì)量指標(biāo)，然后采用因子分析法對(duì)商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量進(jìn)行實(shí)證分析，從22個(gè)指標(biāo)中提取5個(gè)公因子，并基于SERVPERF模型構(gòu)建商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量評(píng)價(jià)指標(biāo)體系，采用回歸分析法得出商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量的公因子分值，最后分析國(guó)有商業(yè)銀行個(gè)人理財(cái)業(yè)務(wù)服務(wù)質(zhì)量且給出了綜合評(píng)價(jià)結(jié)果，為我國(guó)商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量的提升提供參考依據(jù)。 文章由六章內(nèi)容組成： 第一章導(dǎo)論。論述了文章研究的背景、目的和意義，國(guó)內(nèi)外研究動(dòng)態(tài)并對(duì)其研究動(dòng)態(tài)進(jìn)行評(píng)述，及其研究思路、方法和可能的創(chuàng)新之處。 第二章相關(guān)理論基礎(chǔ)。主要介紹了服務(wù)質(zhì)量的相關(guān)概念以及商業(yè)銀行個(gè)人理財(cái)業(yè)務(wù)進(jìn)行了，最后分別介紹了四種服務(wù)質(zhì)量模型，并對(duì)SERVPERF與SERVQUAL進(jìn)行了比較分析，因此本文之所以選擇SERVPERF作為服務(wù)質(zhì)量測(cè)評(píng)模型。 第三章國(guó)內(nèi)商業(yè)銀行個(gè)人理財(cái)業(yè)務(wù)發(fā)展現(xiàn)狀及問題分析。主要研究了我國(guó)商業(yè)銀行個(gè)人理財(cái)業(yè)務(wù)目前的發(fā)展現(xiàn)狀以及個(gè)人理財(cái)業(yè)務(wù)所存在問題的分析。 第四章我國(guó)商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量的影響因素分析。主要包括：指標(biāo)選取、問卷設(shè)計(jì)以及數(shù)據(jù)統(tǒng)計(jì)分析，并通過對(duì)指標(biāo)進(jìn)行信度檢驗(yàn)，應(yīng)用因子分析法提取我國(guó)商業(yè)銀行服務(wù)質(zhì)量的五個(gè)影響因素。 第五章國(guó)有商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量影響因素的評(píng)價(jià)分析。簡(jiǎn)述了SERVPERF模型，并基于SERVPERF模型構(gòu)建出個(gè)人理財(cái)服務(wù)質(zhì)量評(píng)價(jià)指標(biāo)體系，結(jié)合各因子得分對(duì)各大商業(yè)銀行五大影響因素進(jìn)行評(píng)價(jià)分析。 第六章提升我國(guó)商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量的對(duì)策建議。分別從協(xié)調(diào)好理財(cái)安全與收益、提高理財(cái)收益率是關(guān)鍵、業(yè)務(wù)拓展中時(shí)刻防范風(fēng)險(xiǎn)、加強(qiáng)理財(cái)產(chǎn)品信息披露以及加快網(wǎng)點(diǎn)建設(shè)、理財(cái)人員培養(yǎng)與理財(cái)產(chǎn)品創(chuàng)新五個(gè)角度提出完善和提升個(gè)人理財(cái)服務(wù)質(zhì)量。 結(jié)論及創(chuàng)新點(diǎn)：首先，將因子分析法和SERVPERF模型相結(jié)合，并對(duì)SERVPERF模型進(jìn)行修正，將其原來的保證性和關(guān)懷性要素剔除，新增了收益性和安全性因素；然后，通過實(shí)證分析得出我國(guó)商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量影響因素被重視程度排序?yàn)椋河行涡�、可靠性、安全性、收益性、響�?yīng)性因素；最后，對(duì)完善和提升我國(guó)商業(yè)銀行個(gè)人理財(cái)服務(wù)質(zhì)量提出了可行性建議和實(shí)踐性指導(dǎo)，同時(shí)，促進(jìn)了我國(guó)商業(yè)銀行個(gè)人理財(cái)業(yè)務(wù)的發(fā)展。
[Abstract]:In the process of fierce competition of commercial banks, how to improve the quality of personal financial services of commercial banks in China has become a hot topic. Domestic scholars have shown that most of the studies on the factors affecting the quality of personal financial services are based on qualitative analysis, although a small number of studies have carried out econometric analysis. However, the influence of security and profitability on the quality of personal financial services of commercial banks has hardly been taken into account. Starting with the quality of personal financial services of state-owned commercial banks, this paper selects the quality indexes of personal financial services of banks through previous visits and reference PZB scale, and then makes an empirical analysis of the quality of personal financial services of commercial banks by using factor analysis method. Five common factors were extracted from 22 indexes, and the evaluation index system of personal financial service quality of commercial banks was constructed based on SERVPERF model. The common factor score of personal finance service quality of commercial banks was obtained by regression analysis. Finally, it analyzes the service quality of the state-owned commercial banks' personal financial services and gives the comprehensive evaluation results, which provides a reference for the improvement of the personal financial services quality of the commercial banks in China. The article consists of six chapters: the first chapter is an introduction. This paper discusses the background, purpose and significance of the research, the research trends at home and abroad, and comments on the research trends, as well as the research ideas, methods and possible innovations. The second chapter is the theoretical basis. This paper mainly introduces the related concepts of service quality and personal finance business of commercial banks. Finally, it introduces four service quality models, and compares SERVPERF with SERVQUAL. Therefore, this paper chooses SERVPERF as the quality of service evaluation model. Chapter three analyzes the current situation and problems of personal finance business of domestic commercial banks. This paper mainly studies the present development situation of personal finance business of commercial banks in China and the analysis of the problems existing in personal finance business. The fourth chapter analyzes the influencing factors of personal finance service quality of commercial banks in China. It mainly includes: index selection, questionnaire design and data statistical analysis, and through the reliability test of the index, using factor analysis to extract the five factors affecting the service quality of commercial banks in China. The fifth chapter analyzes the factors influencing the quality of personal financial services in state-owned commercial banks. This paper briefly introduces the SERVPERF model, and based on the SERVPERF model, constructs the evaluation index system of personal finance service quality, and evaluates and analyzes the five influential factors of each major commercial bank combined with each factor score. The sixth chapter is about how to improve the quality of personal finance service of Chinese commercial banks. The key is to coordinate the security and income of financial management, to increase the rate of return on financial management, to guard against risks at all times in business expansion, to strengthen the disclosure of information on financial products and to speed up the construction of outlets. Financial management personnel training and financial product innovation five angles to improve and improve the quality of personal financial services. Conclusion and innovation: firstly, the factor analysis method and SERVPERF model are combined, and the SERVPERF model is modified to eliminate the original guaranteed and caring factors, and the income and safety factors are added. Through the empirical analysis, it is concluded that the factors affecting the quality of personal financial services of commercial banks in China are listed as follows: tangible, reliability, security, profitability, responsiveness; finally, The paper puts forward some feasible suggestions and practical guidance to perfect and improve the service quality of personal financial management of commercial banks in China. At the same time, it promotes the development of personal financial services of commercial banks in China.
【學(xué)位授予單位】：西北農(nóng)林科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F832.33

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