【作者】 王伟；

【导师】 程华；

【作者基本信息】 浙江理工大学 ， 工商管理硕士（专业学位）， 2023， 硕士

【摘要】 伴随着全球数字经济的迅速发展,互联网金融的迅速崛起给商业银行传统运营管理模式和理念都造成了深刻的影响。同时,利率的市场化和同业竞争加剧,也造成了商业银行获利和获客能力的不断下降,推动着商业银行进行技术变革和战略转型。目前,基层银行网点仍是银行获客及获利的主要渠道,如何转型升级以适应当前的市场环境,是当下传统商业银行亟待解决的问题。本文以X银行杭州分行为案例研究对象,运用问卷调查法,以Servperf服务质量模型为基础设计调查问卷,从有形性、可靠性、响应性、保证性、移情性五个维度对于厅堂运营管理服务的满意度进行调查和分析评估。再结合实地访谈法和数据分析法,对网点日常运营管理中存在的服务模式单一、营销力量不足、风控流程繁琐、人力制度僵化等问题进行成因分析和归纳。再结合实际情况,分别从提升客户体验、梳理业务流程、完善风控体系、建设保障制度、优化人力政策等角度出发,针对银行基层网点在日常运营管理中遇到的问题提出智能化转型的设计方案。在更新网点环境和投入智能化设备的基础上,通过优化人员岗位和结构、梳理网点业务流程、完善中后台风控体系等相关措施,提升基层网点的智能化水平。最后再结合网点的实际情况,制定网点智能化转型的保障措施,保证智能化转型方案的顺利开展,从而提高银行基层网点的客户满意程度和综合服务效能。本文以X银行杭州分行基层网点为例,探究了商业银行运营管理的智能化转型策略,这在一定程度上弥补了现有研究在商业银行基层网点运营管理智能化转型案例研究与实践应用方面的不足,拓展了商业银行智能化转型的研究领域。同时研究结论也为同类型商业银行开展智能化转型提供了一定管理学启示与实践参考。更多还原

【Abstract】 With the rapid development of the global digital economy,the rapid rise of Internet finance has caused a profound impact on the traditional operation and management mode and concept of commercial banks.At the same time,the marketization of interest rates and the intensification of interbank competition have also resulted in the continuous decline of commercial banks’ profit and customer acquisition ability,which has pushed commercial banks to carry out technological change and strategic transformation.At present,grassroots bank outlets are still the main channels for banks to gain customers and make profits.How to transform and upgrade to adapt to the current market environment is an urgent problem for traditional commercial banks to solve.This paper takes X Bank Hangzhou Branch as the case study object,uses the questionnaire survey method,and designs the questionnaire based on Servperf service quality model to investigate,analyze and evaluate the satisfaction of operation management service from five dimensions of tangibility,reliability,responsiveness,assurance and empathy.Combined with the field interview method and data analysis method,the causes of the problems existing in the daily operation and management of outlets such as single service model,insufficient marketing force,cumbersome risk control process and rigid human resources system are analyzed and summarized.Combined with the actual situation,from the perspectives of improving customer experience,sorting out business processes,improving risk control system,building security system,optimizing human resources policy,etc.,the paper puts forward intelligent transformation design scheme for the problems encountered in the daily operation and management of grassroots branches of banks.On the basis of updating the network environment and investing in intelligent equipment,the intelligence level of grass-roots network is improved by optimizing personnel positions and structure,sorting out the business process of network,improving the risk control system in the middle and back office,and other relevant measures.Finally,according to the actual situation of the network,the guarantee measures for intelligent transformation of the network are formulated to ensure the smooth development of the intelligent transformation plan,so as to improve the customer satisfaction and comprehensive service efficiency of the bank’s grass-roots network.This paper takes the grass-roots branch of X Bank Hangzhou Branch as an example to explore the intelligent transformation strategy of the operation management of commercial banks,which to a certain extent makes up for the shortcomings of the existing research on the case study and practical application of the intelligent transformation of the operation management of the grass-roots branch of commercial banks,and expands the research field of the intelligent transformation of commercial banks.At the same time,the research conclusions also provide some management inspiration and practical reference for the same type of commercial banks to carry out intelligent transformation.更多还原