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论文编号：	3791
作者编号：	2120092657
上传时间：	2011/11/26 21:32:56
中文题目：	农业银行零售业务服务精益化研究
英文题目：	Research on retail business’s fine service of Agricultural Bank of China
指导老师：	白长虹
中文关键字：	商业银行;零售业务;服务精益化
英文关键字：	Commercial Bank;Retail business;fine service
中文摘要：	商业银行作为市场经济中金融体系的主体，在一个国家的经济中发挥着巨大作用。改革开放以来，我国商业银行数量不断增加，规模不断扩大。加入WTO后，我国金融改革的深度与广度发生了质的变化，为商业银行的发展带来了良好的机遇，也赋予了更大的挑战。农业银行作为我国四家大型商业银行之一，随着金融环境的变迁以及技术革命的深入，经济的发展对其资金需求日益多样化、客户对其金融服务需求日趋高层次化，面对的同业竞争日趋白炽化。伴随着国家大型商业银行股份制改革和上市的步伐，农业银行各项业务全面发展成为必然选择。与此同时，零售业务作为银行面向个人客户综合的金融服务，近年来在全国范围内不断盛行，个人与家庭逐步成为社会财富的主体，个人收入的增加，居民财富意识的提升，为商业银行零售业务发展创造了机遇，同时提出了更高的要求。服务创新理论经过多年来的发展，众多学者已对其概念、特性和类型进行明确的界定，近年来服务精益化的研究引起了学者们的关注，获得进一步发展和完善的空间。面对日益激烈的银行间同业竞争，面对农业银行股改、上市后的可喜局面以及商业银行零售业务不断发展的历史机遇，本文从服务和服务创新理论入手，通过对我国商业银行服务创新进行分析，结合农业银行零售业务服务现状，找准问题，提出客户精益化识别、流程精益化设计和产品精益化开发的服务精益化策略。
英文摘要：	As a main part of the financial system, the Commercial Bank has a great impact on the national economy. Since the reform and opening-up policy，there has been an increase in the number and the scale of the Commercial Bank in our country. After joining WTO, the depth and extent of the Financial System Reform have changed. This change brings both opportunities and challenges to Commercial Banks. With the development of finance and technology, the Agriculture Bank which is one of the four major Commercial Banks in China, is facing with growing challenges. In accompany with the reform and listed of other Commercial Banks, the all-round development of the Agriculture Bank turns to be an inevitable choice. Meanwhile, as the all-round financial service to the private individual, retail business has become more and more popular in recent years. The change which individual and family gradually become the main body of the social wealth, the increase of the personal income, the rise of the individual wealth consciousness, these both offer opportunities and bring up higher standard to the development of the Commercial Bank’s financial service. After several years’ development, the service innovation theory has been clearly defined in its conception, characteristics and types by many scholars. In recent years, the study on fine service has raised the attention of the scholars, which helps the further development of the theory. The paper puts forward the fine service strategy, including fine custom recognition, fine process design and fine product development. This paper is done under the circumstance of the fierce competition between the banks, the positive condition of the reform and listed among the Agriculture Bank, as well as the opportunities of the constant development among the Commercial Bank’s retail business. The paper analyses the fine service from the angle of service and service innovation, through the analysis of the service innovation of the Commercial Bank.
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