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论文编号：	13059
作者编号：	2320190785
上传时间：	2022/6/4 14:48:00
中文题目：	民生银行A分行乐老金融服务流程创新研究
英文题目：	Research on Happy Elderly Financial Service Process Innovation of Minsheng Bank A Branch
指导老师：	李凯教授
中文关键字：	老年金融；四维度模型；服务创新；银行
英文关键字：	The Aged Financial；Four Dimensional Model；Services Innovation；Bank
中文摘要：	2021年5月发布的第七次人口普查结果显示，我国60岁及以上人口比例已逾18%，人口老龄化程度进一步加速加深，老年客群已逐渐成为中国消费群体中的重要一部分。有关专家预估，到2050年，我国60岁以上老年人占总人口比例将高达31%，而65岁以上的老年人数将占总人口数的四分之一，我国在社会经济不太发达的状态下提前进入人口老龄化，呈现出“未富先老”的状况，这给传统的养老保障体系带来空前的巨大压力。 随着国内人口老龄化日渐凸显，我国养老金融需求得到了膨胀式的激发。2021年7月，北京银保监局发文，提出要打造养老金融生态圈，改善老年金融服务模式，开展“适老”金融知识宣传普及等多项指导性措施。民生银行A分行积极践行社会责任，组织内部各类资源于2021年8月创立“乐老金融”工程，致力于为老年人提供“财富安心、生活舒心、传递关心”的金融服务及非金融服务。 本文把民生银行A分行的“乐老金融”服务创新作为主要研究对象，基于服务创新的四维度模型的理论指导，通过深度剖析老年客群在金融服务方面的业务需求，对民生银行A分行的“乐老金融”工程的服务创新优化对策进行探索和研究。 首先，本文详细描述了民生银行A分行在老年金融服务方面的现状，对现状进行探索研究，指出民生银行A分行老年金融服务创新方面不完善的地方；其次，从老年客群的金融服务需求特点及类别划分来探索研究老年金融服务需求的关键点；进而，基于“服务创新的四维度模型”从服务概念维度、客户管理维度、服务组织维度、技术应用维度这四方面，对民生银行A分行老年金融服务进行优化提出了具体的建议；最后，对民生银行银行A分行在老年金融服务方面进行创新的保障举措进行梳理分析。 该研究成果对民生银行A分行的老年金融服务持续优化具有一定的指导意义，也为其他商业银行在老年金融服务工作的推进提供一定的借鉴性和参考性，具有一定的实际应用价值。
英文摘要：	The results of the seventh census released in May 2021 show that China's population aged 60 and over has accounted for more than 18%, the degree of population aging has further accelerated and deepened, and the elderly customer group has gradually become an important part of China's consumer group. Some experts predicted that by 2050, the proportion of China's elderly over the age of 60 will reach 31%, and the number of elderly over the age of 65 will account for a quarter of the total population. China has entered the aging of the population ahead of time in the state of less developed social economy, showing a situation of "getting old before getting rich", which has brought unprecedented pressure to the traditional old-age security system. With the increasing aging of the domestic population, China's pension financial demand has been inflated. In July 2021, the Beijing Banking and Insurance Regulatory Bureau issued a document proposing to build a financial ecosystem for the elderly, to improve the financial service model for the elderly, and carry out a number of guiding measures such as the publicity and popularization of "suitable for the elderly" financial knowledge. Minsheng Bank A branch actively practiced social responsibility, organized various internal resources, and established the "Happy Elderly Finance" project in August 2021, which is committed to providing financial and non-financial services of "wealth reassurance, comfortable life and concern transmission" for the elderly. This paper takes the "Happy Elderly Finance" service innovation of Minsheng Bank A branch as the main research object. Based on the theoretical guidance of the four-dimensional model of service innovation, through in-depth analysis of the business needs of elderly customers in financial services, this paper explores and studies the service innovation Optimization Countermeasures of the "Happy Elderly Finance" project of Minsheng Bank A branch. First of all, this paper elaborates the current situation of A Branch of Minsheng Bank in elderly financial services, analyzes the current situation, and reveals its imperfections in elderly financial service innovation; In the second, it explores and analyzes the key points of the financial service demand of the elderly from the characteristics and classification of the financial demand of the elderly customers; Then, through the "four-dimensional model of service innovation", this paper puts forward specific suggestions on the optimization of elderly financial services of A Branch of Minsheng Bank from four aspects: service concept dimension, customer management dimension, service organization dimension and technology application dimension; Finally, I sort out and analyze the guarantee measures of Minsheng Bank a branch for innovation in elderly financial services. The research results have a certain guiding significance for the continuous optimization of elderly financial services of A Branch of Minsheng Bank, and also provide a certain reference and reference for other commercial banks to promote the work of elderly financial services, and have a certain practical and applicable value.
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