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摘要
当今社会，电信诈骗猖獗，银行卡盗刷泛滥，归根到底都是个人隐私泄露所
造成，这其中掌握大量客户信息的商业银行又首当其冲。银行客户的隐私信息被
泄露，给客户造成巨大的资金财产损失的同时，也严重违反了国家和监管相关法
律法规要求，引发了银行声誉危机，影响银行业务发展。随着大数据时代的到来，
大数据为商业银行的发展带来了前所未有的机遇，同时又对银行保护客户隐私信
息安全提出了更高的要求。因此，大数据时代商业银行如何管理与保护客户隐私
信息显得尤为重要
本文以银行业大数据发展和客户隐私保护现状与问题为线索，以隐私、大数
据、客户关系管理、技术采纳等理论为基础，结合某国有银行某省分行（C银行H
分行）实际情况，对该行在大数据时代个人隐私保护管理进行研究，首先通过参
照ISO27001信息安全管理体系定量分析该行在客户隐私管理体系完善性上的不足，
部分指标为“量化管理级”甚至更低；再利用问卷调查方式对该行员工隐私信息
保护意识分析得出该行员工客户隐私保护意识的确有待加强。然后，提出了从健
全客户隐私信息保护规章制度、建立客户隐私信息使用监督机制、建立银行内部
刚性约束机制以及分等级管理客户隐私信息等方面完善该行客户隐私信息保护管
理体系以及培养保护客户隐私信息企业文化等建议。最后，针对该行测试系统中
对客户隐私信息保护不足的情况，提出了引入隐私保护技术予以弥补，并通过问
卷调查的方式，使用技术采纳理论TAM模型评价了引入技术后的用户接受度。此
外，基于大数据思维构建的“征信查询监测模型”，可对银行内部员工个人征信查
询行为进行监测，对非法查询行为进行预测与预警，有效防止人为泄露客户隐私
信息
通过研究帮助该行在客户隐私保护管理方面能够准确把握管理方向，找到管
理方法，减少客户隐私泄露风险，支撑该行的业务发展
关键字： 隐私信息；泄露；大数据；技术采纳
Abstract
In today's society, telecom fraud is rampant, bank card theft is rampant, and in the
end, it is a private leak, and the commercial Banks that have a lot of customer
information are the first. Bank customer privacy information was leaked, causes
substantial capital property loss to the customer at the same time, also a serious
violation of the national related laws and regulations and regulatory requirements, lost
customers, triggered a bank reputation crisis, affect the banking development. With the
advent of the era of big data, big data has brought unprecedented opportunities to the
development of commercial Banks, while at the same time, it has put forward higher
requirements on the protection of customers' privacy information. Therefore, how to
manage and protect customer privacy information is very important.
Based on the development of large data Banks and customer privacy protection,
current situation and problems with privacy, big data, customer relationship
management, and technology adoption theory as the foundation, combined with the C
bank H branch’s actual situation, on the personal privacy protection in the era of big
data management, first by reference ISO27001 information security management
system for quantitative analysis of the bank in terms of customer privacy management
system, some indexes are not higher than ‘quantitative management’; It is necessary to
strengthen the privacy awareness of the bank's employees by using the questionnaire
survey. Then, put forward from the perfect customer privacy protection rules and
regulations, establish customer privacy information using supervision mechanism,
establishing bank internal rigid constraint mechanism and hierarchical management
customer privacy information and so on improving the bank customer privacy
protection management system and enterprise culture training to protect customer
privacy information. Finally, in view of the lack of protection for customer privacy
information in the test system, puts forward the introduction of privacy protection
technology to cover, and through the way of questionnaire survey, using the theory of
technology adoption TAM model evaluation after introducing the technology of user
acceptance. In addition, based on large data in constructing ‘credit reporting query
monitor model’, the bank staff query personal credit registry query to monitor the
behavior of illegal behavior prediction and early warning, can effectively prevent leak
customer privacy information.
Through research, the bank can accurately grasp the management direction of
customer privacy protection management, find management methods, reduce the risk of
customer privacy disclosure, and support the business development of the bank.
Keywords: Privacy information, Disclosure, Big data, Technology adoption。。。