国产伦乱,一曲二曲欧美日韩,AV在线不卡免费在线不卡免费,搞91AV视频

當(dāng)前位置:主頁 > 經(jīng)濟(jì)論文 > 銀行論文 >

YBS農(nóng)村商業(yè)銀行對(duì)公客戶服務(wù)質(zhì)量問題研究

發(fā)布時(shí)間:2018-03-19 18:52

  本文選題:商業(yè)銀行 切入點(diǎn):對(duì)公客戶 出處:《長(zhǎng)春工業(yè)大學(xué)》2017年碩士論文 論文類型:學(xué)位論文


【摘要】:當(dāng)前,國(guó)內(nèi)群眾對(duì)金融服務(wù)水平的要求也越來越高,這使得很多商業(yè)銀行間由原來商品、價(jià)格間的較量轉(zhuǎn)變成服務(wù)質(zhì)量的角逐。因此,服務(wù)質(zhì)量已經(jīng)成為各商業(yè)銀行競(jìng)爭(zhēng)中獲勝的關(guān)鍵性因素。依據(jù)“二八法則”,在銀行當(dāng)中其兩成的對(duì)公業(yè)務(wù)量產(chǎn)生八成的收益,在銀行盈利方面,對(duì)公業(yè)務(wù)所占的比重越來越大,銀行的對(duì)公客戶服務(wù)質(zhì)量成為商業(yè)銀行贏得競(jìng)爭(zhēng)的關(guān)鍵所在。本文在客戶關(guān)系理論和客戶滿意度相關(guān)理論的基礎(chǔ)上,以YBS農(nóng)村商業(yè)銀行中的對(duì)公客戶服務(wù)質(zhì)量作為探究對(duì)象,對(duì)YBS農(nóng)村商業(yè)銀行對(duì)公客戶服務(wù)現(xiàn)狀進(jìn)行探究。經(jīng)過研究可以看出當(dāng)前在銀行的對(duì)公業(yè)務(wù)中存在很多問題,如:對(duì)公業(yè)務(wù)業(yè)務(wù)辦理效率下降;對(duì)公業(yè)務(wù)營(yíng)銷方式落后;對(duì)公客戶類別細(xì)分不到位;對(duì)公營(yíng)銷團(tuán)隊(duì)薄弱、服務(wù)人員服務(wù)能力下降;客戶投訴后臺(tái)服務(wù)機(jī)制不暢通,客戶滿意度下滑等等。接下來深入探析造成這種現(xiàn)象的內(nèi)外原因和外在影響,綜合各種因素造成了這種現(xiàn)象,比如銀行內(nèi)部對(duì)公業(yè)務(wù)規(guī)則和業(yè)務(wù)流程不合理,市場(chǎng)營(yíng)銷理念落后、未能建立深層次的營(yíng)銷體系,對(duì)于對(duì)公客戶的信息收集、認(rèn)識(shí)、分析不夠?qū)е录?xì)分不到位,人才培養(yǎng)與激勵(lì)機(jī)制不合理、績(jī)效評(píng)估體系不完善,客戶服務(wù)問責(zé)機(jī)制不到位等。在文章最后部分,結(jié)合上述的理論和當(dāng)前YBS農(nóng)商銀行對(duì)公業(yè)務(wù)中存在的問題,給予相關(guān)提高服務(wù)的策略:首先,明確對(duì)公客戶業(yè)務(wù)流程,建立健全流程再造機(jī)制,科學(xué)組織管理業(yè)務(wù)流程,從而不斷提高對(duì)公客戶服務(wù)水平;其次,“以客戶為中心”,重塑經(jīng)營(yíng)模式;再次分類細(xì)化對(duì)公客戶,根據(jù)對(duì)公客戶的不用等級(jí)和需求進(jìn)行分類,提供多樣化的服務(wù)以提高客戶的滿意度;然后,通過專業(yè)培訓(xùn)、定期考核的方法,不斷提高對(duì)公客戶服務(wù)團(tuán)隊(duì)整體素質(zhì),增強(qiáng)員工的專業(yè)素質(zhì),形成上下一心的工作格局;最后,完善監(jiān)督問責(zé)機(jī)制,明確導(dǎo)致工作失誤的責(zé)任主體。
[Abstract]:At present, the demands of the domestic people on the level of financial services are also becoming higher and higher, which makes many commercial banks change from the original competition of commodities and prices to the competition of service quality. Service quality has become a key factor in winning the competition among commercial banks. According to the "Rule of 28", 20% of the total amount of public business in the banks generates 80% of the income. In terms of bank profits, the proportion of the public business accounts for more and more. On the basis of customer relationship theory and customer satisfaction theory, this paper takes the service quality of YBS rural commercial bank as the research object. Through the research, we can see that there are many problems in the public service of the bank, such as the decline in the efficiency of handling the public business, the backward marketing mode of the public business; The classification of public customers is not in place; the public marketing team is weak and the service ability of service personnel is declining; the backstage service mechanism of customer complaints is not smooth, The internal and external causes and external influence of this phenomenon are analyzed deeply, and various factors are combined to cause this phenomenon. For example, the internal bank is unreasonable to the public business rules and business processes. The concept of marketing is backward, which fails to establish a deep marketing system. For the information collection, understanding and analysis of public customers, insufficient analysis leads to inadequate segmentation, unreasonable talent training and incentive mechanism, and imperfect performance evaluation system. In the last part of the article, combined with the above theory and the problems existing in the current YBS Agricultural and Commercial Bank to the public business, to give the relevant strategies to improve the service: first, clear to the public customer business process, Establishing and perfecting the process reengineering mechanism, scientifically organizing and managing the business process, so as to continuously improve the service level to the public customers; secondly, "taking the customer as the center", reshaping the business model, classifying and refining the public customers again, According to the classification of public customers'no grade and demand, to provide a variety of services to improve customer satisfaction; then, through professional training, regular assessment methods, constantly improve the overall quality of the customer service team, Enhance the professional quality of the staff, form a work pattern of one mind; finally, improve the supervision and accountability mechanism, clear the main responsibility leading to work mistakes.
【學(xué)位授予單位】:長(zhǎng)春工業(yè)大學(xué)
【學(xué)位級(jí)別】:碩士
【學(xué)位授予年份】:2017
【分類號(hào)】:F832.35;F274

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 馮亞弘;;試論商業(yè)銀行對(duì)公業(yè)務(wù)發(fā)展存在的問題及應(yīng)對(duì)策略[J];時(shí)代金融;2015年08期

2 曹葉飛;;如何加強(qiáng)基層網(wǎng)點(diǎn)對(duì)公客戶基礎(chǔ)建設(shè)[J];現(xiàn)代金融;2015年03期

3 湯蓉;;對(duì)公客戶基礎(chǔ)建設(shè)淺探[J];現(xiàn)代金融;2014年06期

4 展睿;;淺談商業(yè)銀行對(duì)公客戶經(jīng)理隊(duì)伍建設(shè)的問題和建議[J];華北金融;2014年05期

5 任穎;;我國(guó)商業(yè)銀行客戶關(guān)系管理現(xiàn)狀及對(duì)策[J];合作經(jīng)濟(jì)與科技;2012年07期

6 李松;;商業(yè)銀行公司業(yè)務(wù)的營(yíng)銷策略淺析[J];企業(yè)家天地(理論版);2010年08期

7 王力強(qiáng);;談商業(yè)銀行對(duì)公業(yè)務(wù)經(jīng)營(yíng)模式改革[J];時(shí)代金融;2009年12期

8 于桂梅;;國(guó)有商業(yè)銀行公司客戶市場(chǎng)營(yíng)銷研究[J];農(nóng)場(chǎng)經(jīng)濟(jì)管理;2009年02期

9 農(nóng)衛(wèi)東;;我國(guó)商業(yè)銀行公司業(yè)務(wù)轉(zhuǎn)型思考[J];市場(chǎng)論壇;2008年06期

10 楊林波;;淺論商業(yè)銀行的營(yíng)銷原則與策略[J];中國(guó)高新技術(shù)企業(yè);2008年04期

相關(guān)碩士學(xué)位論文 前4條

1 陳勇;平安銀行客戶服務(wù)渠道創(chuàng)新研究[D];吉林大學(xué);2014年

2 徐紀(jì)仙;C公司客戶滿意度提升策略研究[D];上海外國(guó)語大學(xué);2014年

3 楊楊;A銀行公司類客戶服務(wù)改進(jìn)研究[D];吉林大學(xué);2013年

4 張文斌;城市商業(yè)銀行客戶關(guān)系管理系統(tǒng)研究[D];中國(guó)海洋大學(xué);2012年

,

本文編號(hào):1635566

資料下載
論文發(fā)表

本文鏈接:http://lk138.cn/jingjilunwen/huobiyinxinglunwen/1635566.html


Copyright(c)文論論文網(wǎng)All Rights Reserved | 網(wǎng)站地圖 |

版權(quán)申明:資料由用戶dbed6***提供,本站僅收錄摘要或目錄,作者需要?jiǎng)h除請(qǐng)E-mail郵箱bigeng88@qq.com
日本精品一区二区三区四区五区 | 无码成人啪啪高潮爽爽AV小说| 国产精品拍成人午夜网站| se久久亚洲六区区区| 99激情视频精彩无码破解| 97国产成人精品免费视频| 久久大香蕉综合| 美女操在线观看| 丁香五月成人视频在线观看| 自拍偷拍有码av| www.日韩一区二区三区乱码| 调教国产乱伦3p| 欧美精品一区二区三区在线麻豆欧美| 欧美韩日国产| 亚洲AV男人天堂网| 中文AV字幕一区二区| 国产综合伦在线| 欧美熟妇色…| 久久久久码| 亚洲成人精品在线资源网| 午夜福利视频观看| 欧美日韩囯产高清一区久久| 91国精品产品一区二区三区蜜臀| 丝袜美腿一区二区三区福利| 欧美嘿咻高清三区| 日本亚洲高清中文字幕不卡| 亚洲天堂成人在线播放| 人妖一二区| 国产精品 羞羞答答Pro| 天美AV在线播放| 人妻偷拍日韩电影| 亚州精久久| 九九综合精品区| 日韩yellow网| 日韩无码 3p| 日韩国产中文精一| 无码不卡两性视频| 久久青青草第一区=区| 日韩激情区| 亚洲日本欧洲爽视频| 美女国产三级|