本文選題：數(shù)據(jù)挖掘 + 銀行��； 參考：《中國海洋大學(xué)》2012年碩士論文

【摘要】：近年來我國銀行業(yè)的發(fā)展突飛猛進(jìn),四大國有商業(yè)銀行的上市使得我國銀行業(yè)甩掉了沉重的歷史包袱、輕裝上陣,我國銀行業(yè)也抓住了這難得的機(jī)遇,在短短的幾年內(nèi)取得了舉世矚目的成就。但是伴隨著我國銀行業(yè)的進(jìn)一步開放,國內(nèi)銀行業(yè)面臨著更加激烈的競爭,尤其在客戶服務(wù)方面和業(yè)務(wù)流程方面與歐美發(fā)達(dá)國家的銀行存在較大差距。如何在競爭中脫穎而出,我國商業(yè)銀行應(yīng)將國外銀行在業(yè)務(wù)流程和客戶服務(wù)方面的先進(jìn)經(jīng)驗(yàn)與國內(nèi)商業(yè)銀行的實(shí)際相結(jié)合,走出一條服務(wù)和流程創(chuàng)新之路,實(shí)現(xiàn)核心競爭力的不斷提升。 本文在國內(nèi)銀行原有數(shù)據(jù)倉庫的基礎(chǔ)上,首先對銀行客戶的貢獻(xiàn)值進(jìn)行計(jì)算,然后采用K-MEANS均值方法實(shí)現(xiàn)對客戶的分類統(tǒng)計(jì),從而實(shí)現(xiàn)對銀行客戶進(jìn)行分級。在客戶分級的基礎(chǔ)上與網(wǎng)點(diǎn)的叫號機(jī)系統(tǒng)進(jìn)行整合,構(gòu)建起一套面向銀行網(wǎng)點(diǎn)的客戶輔助服務(wù)體系。以該體系作為突破口,對銀行網(wǎng)點(diǎn)業(yè)務(wù)流程進(jìn)行全面改造,同時(shí)對人員進(jìn)行調(diào)整和優(yōu)化,全面提升網(wǎng)點(diǎn)服務(wù)和營銷水平。該體系不僅實(shí)現(xiàn)根據(jù)客戶等級提供優(yōu)先服務(wù)、免排隊(duì)的服務(wù),還能智能識別客戶的身份,為營銷人員實(shí)時(shí)提供營銷指導(dǎo)信息,并為高端客戶提供網(wǎng)上銀行預(yù)約排隊(duì)等多項(xiàng)增值服務(wù)。該體系以網(wǎng)點(diǎn)智能排隊(duì)叫號機(jī)為終端,以數(shù)據(jù)挖掘系統(tǒng)為依托,通過與其他相關(guān)模塊對接,構(gòu)建起一套面向銀行網(wǎng)點(diǎn)的客戶輔助服務(wù)體系。
[Abstract]:In recent years, the rapid development of China's banking industry has made the listing of the four major state-owned commercial banks rid our banking industry of a heavy historical burden and light load. The banking industry of our country has also seized this rare opportunity. In just a few years has obtained the achievement which attracts the world attention. However, with the further opening of China's banking industry, the domestic banking industry is facing more fierce competition, especially in customer service and business process, there is a big gap with the developed countries in Europe and the United States. How to stand out in the competition, Chinese commercial banks should combine the advanced experience of foreign banks in business process and customer service with the actual situation of domestic commercial banks, and take a road of service and process innovation. To achieve the core competitiveness of continuous improvement. Based on the original data warehouse of domestic banks, this paper first calculates the contribution value of bank customers, and then uses the K-MEANS mean method to realize the classification and statistics of customers, so as to achieve the classification of bank customers. On the basis of customer classification, a customer support service system for bank network is constructed. With this system as the breakthrough point, the business process of bank network is comprehensively reformed, and the personnel is adjusted and optimized to improve the service and marketing level of the network. This system can not only provide priority service according to customer rank, but also can intelligently identify customer identity and provide marketing guidance information for marketers. And for high-end customers to provide online banking booking queuing and other value-added services. Based on the data mining system and the terminal of the network intelligent queuing and calling machine, the system sets up a set of customer support service system for the bank network by docking with other related modules.
【學(xué)位授予單位】：中國海洋大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F832.2

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