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论文编号：	2628
作者编号：	2220080859
上传时间：	2010/6/17 15:13:18
中文题目：	中国银行信用卡业务中后台服务管理研究
英文题目：	A Study on the Management of Mid-ground and Background Credit Card Service
指导老师：	张金成
中文关键字：	关键词：银行信用卡业务；中后台服务；审批管理；质量控制
英文关键字：	Key Words: credit card business, mid-ground and background service, management of approval procedure, quality control
中文摘要：	作为一种国际性的支付结算工具，近年来信用卡在世界各地发展迅速，各国的金融机构大都加入著名的信用卡国际组织，利用其品牌效应，开拓信用卡市场。改革开放以来，中国银行首先将信用卡业务引入国内，并在1985年3月率先发行了人民币信用卡。随着我国经济水平的不断发展，人们的生活节奏越来越快，消费观念越来越新，信用卡业务已经形成了比较完备的经济发展条件，银行卡市场在快速发展。信用卡业务由消费者的潜在需求逐渐转向了快速拓展阶段，特别是随着消费者群体的年轻化，对信用卡的使用已经越来越多样，使用信用卡透支、消费已经成为年轻人生活中不可缺少的组成部分，同时对银行卡好用、快捷、方便的使用要求也越来越高。各家商业银行相继推出了不同种类的银行卡，但这些有形的产品间的功能并无实质的差别，银行现在面临的最大竞争之一就是客户，尤其是优质客户的竞争。 如何在在信用卡发卡市场进入相对稳定增长阶段控制风险，提高服务质量争取更多的优质客户创造丰厚的利润将是各家商业银行关注的焦点。本文利用文献研究法和案例研究法等研究方法，深入分析了当前中国银行信用卡业务及运营特征，同时结合信用卡产品的特点，对中国银行信用卡中后台服务管理的存在的问题进行了分析，发现在各家银行由卖产品转向卖服务的过程中国银行信用卡业务的中后台建设将对产品的推广、风险的控制和收益的取得具有重要意义。 在认真研究上述内容的基础上，本文借鉴已有研究成果提出了加强银行信用卡审批管理和客户服务质量控制等主要改进措施，希望对改进中国银行信用卡业务的中后台运营服务管理，增强产品竞争力的具有一定借鉴意义。
英文摘要：	In recent years, credit card has experienced rapid development as a payment and settlement tool. Many financial institutions of different countries have joined well-known international credit card organizations to promote the exploitation of their credit card business. After the opening-up of China, Bank of China firstly introduced credit card into Chinese market and took the initiative in issuing the first RMB credit card in March, 1985. With the continual development of China’s economy, the consumption concept of Chinese people has become quite mature, which prepares a necessary environment for the rapid development of credit card business. The credit card business has experienced the transition from the phase of consumers’ potential need to the phase of rapid expansion. Moreover, with the average age of consumers becomes much younger, the usage of credit card also becomes more various. Using credit card to pay bills without prior deposit has been part of young people’s modern life. Also, consumers now have more need for the convenience and handiness of credit card. More and more commercial banks have brought out categories credit cards to the market. However, all these cards are actually the same in their basic functions. So the most intense competition between banks is in winning more customers, especially premium customers. In next years, the focus of credit card development of commercial banks will be on how to control risks, to promote service and to win more premium customers and richer profits while keeping their card quantity in a constantly increasing phase. The present thesis makes a thorough analysis of the current situation and operation features of the credit card business in China by mainly applying data study method and case study method. In the meantime, it discusses the existing problems in the management of mid-ground and background credit card service in China by connecting it with features of credit card products. It is found that the construction of the management of mid-ground and background credit card service has vital meaning to product’s promotion, risk control and profit gaining in the process of commercial banks’ transition from selling products to selling service. On the basis of a thorough analysis of the above questions and a study of early research, the present thesis suggests several improving methods such as to enhance the management of credit card’s approval procedure and to promote the quality of consumer service, trying to provide references for the improvement of the management of mid-ground and background credit card service operation and for the enhancement of credit card product’s competitive forces.
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