發(fā)布時間：2018-07-07 23:54

  本文選題：商業(yè)銀行 + 個人理財業(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)銀行激烈競爭的過程中，如何提升我國商業(yè)銀行個人理財服務(wù)質(zhì)量成為熱門的話題，也是我國商業(yè)銀行急需提升至關(guān)重要的方面。國內(nèi)學(xué)者研究表明，目前對個人理財服務(wù)質(zhì)量影響因素的研究多數(shù)是基于定性的分析，雖然少量研究進行了計量分析研究，但其研究幾乎沒有考慮安全性和收益性影響因素對商業(yè)銀行個人理財服務(wù)質(zhì)量的影響。 從國有商業(yè)銀行個人理財服務(wù)質(zhì)量入手，，通過前期走訪以及參考PZB量表選取銀行個人理財服務(wù)質(zhì)量指標(biāo)，然后采用因子分析法對商業(yè)銀行個人理財服務(wù)質(zhì)量進行實證分析，從22個指標(biāo)中提取5個公因子，并基于SERVPERF模型構(gòu)建商業(yè)銀行個人理財服務(wù)質(zhì)量評價指標(biāo)體系，采用回歸分析法得出商業(yè)銀行個人理財服務(wù)質(zhì)量的公因子分值，最后分析國有商業(yè)銀行個人理財業(yè)務(wù)服務(wù)質(zhì)量且給出了綜合評價結(jié)果，為我國商業(yè)銀行個人理財服務(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，國內(nèi)外研究動態(tài)并對其研究動態(tài)進行評述，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)銀行個人理財業(yè)務(wù)進行了，最后分別介紹了四種服務(wù)質(zhì)量模型，并對SERVPERF與SERVQUAL進行了比較分析，因此本文之所以選擇SERVPERF作為服務(wù)質(zhì)量測評模型。 第三章國內(nèi)商業(yè)銀行個人理財業(yè)務(wù)發(fā)展現(xiàn)狀及問題分析。主要研究了我國商業(yè)銀行個人理財業(yè)務(wù)目前的發(fā)展現(xiàn)狀以及個人理財業(yè)務(wù)所存在問題的分析。 第四章我國商業(yè)銀行個人理財服務(wù)質(zhì)量的影響因素分析。主要包括：指標(biāo)選取、問卷設(shè)計以及數(shù)據(jù)統(tǒng)計分析，并通過對指標(biāo)進行信度檢驗，應(yīng)用因子分析法提取我國商業(yè)銀行服務(wù)質(zhì)量的五個影響因素。 第五章國有商業(yè)銀行個人理財服務(wù)質(zhì)量影響因素的評價分析。簡述了SERVPERF模型，并基于SERVPERF模型構(gòu)建出個人理財服務(wù)質(zhì)量評價指標(biāo)體系，結(jié)合各因子得分對各大商業(yè)銀行五大影響因素進行評價分析。 第六章提升我國商業(yè)銀行個人理財服務(wù)質(zhì)量的對策建議。分別從協(xié)調(diào)好理財安全與收益、提高理財收益率是關(guān)鍵、業(yè)務(wù)拓展中時刻防范風(fēng)險、加強理財產(chǎn)品信息披露以及加快網(wǎng)點建設(shè)、理財人員培養(yǎng)與理財產(chǎn)品創(chuàng)新五個角度提出完善和提升個人理財服務(wù)質(zhì)量。 結(jié)論及創(chuàng)新點：首先，將因子分析法和SERVPERF模型相結(jié)合，并對SERVPERF模型進行修正，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，通過實證分析得出我國商業(yè)銀行個人理財服務(wù)質(zhì)量影響因素被重視程度排序為：有形性、可靠性、安全性、收益性、響應(yīng)性因素；最后，對完善和提升我國商業(yè)銀行個人理財服務(wù)質(zhì)量提出了可行性建議和實踐性指導(dǎo)，同時，促進了我國商業(yè)銀行個人理財業(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)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F832.33

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