摘要 近年来，随着国内互联网产业的推广与普及，尤其是对移动互联网技术的广泛应 用，大大推动了电子银行业务的发展，电子银行业务的客户数量呈现出跨越式的增长 态势，电子银行业务在我国的普及程度日益提高。大力开展电子银行业务成为商业银 行实现业务创新的主要途径，强大的信息科技发展水平和产品推广力度为其快速发展 奠定了良好基础，再加上国内以阿里巴巴、腾讯、京东等企业为代表的电子商务产业 快速发展，消费者对金融产品便捷服务的追求力度日益提高，驱动了商业银行电子银 行业务的迅速发展与成熟。 QS银行作为地方性城市商业银行中的佼佼者，2009年以来，其电子银行业务紧 跟同业发展趋势，取得了快速的发展，并已成为该银行的核心业务之一。目前，QS 银行开展的电子银行业务主要包括个人网上银行、企业网上银行、手机银行、微信银 行、直销银行、电话银行、积分商城、综合缴费平台、资金存管、互联网信贷等业务 产品，触及医疗、教育、社区等众多行业领域，已拥有电子银行客户60余万户，年 交易量达800余万笔、3000多亿元。然而，QS银行正经受着与其他商业银行产品同 质化严重、电子替代率低等问题的考验。在新技术、新环境、新压力等“科技金融” 背景下，如何利用互联网思维，借助对人工智能、大数据、区块链、生物识别等金融 科技产品的应用，通过发展电子银行业务降低资金与经营的成本和效率、提高风险收 益，为客户提供更加优质、便捷的线上化服务，最终实现业务结构转型突破，成为 QS银行未来能够稳健发展的重要课题。 本文通过对发展电子银行业务的必要性及电子银行业务的发展环境进行分析，阐 明了QS银行电子银行业务的发展现状，并针对发展现状及存在的问题提出了发展建 议：一方面要发挥电子银行“低成本、高效率”的业务优势来降低运营成本、提高客 户体验；另一方面应借助对人工智能、大数据、区块链、生物识别等新兴技术产品的 应用，来提高业务的风险控制能力，从而提升银行的风险收益。同时，通过借鉴其他 银行和互联网金融机构的发展经验，提出了明确发展定位及长期规划、重视对新兴技 术的应用、加强业务风险管理、加大人才引进和培养力度、做好产品包装及营销等方 面的发展建议，为QS银行电子银行业务发展方向的规划、业务结构转型的实现奠定 理论基础，对QS银行电子银行业务的稳健发展提供实践指导。 关键词：商业银行；电子银行业务；业务创新 ? 山东理工大学硕士学位论文 ABSTRACT ABSTRACT In recent years, with the promotion and popularization of the domestic Internet industry, especially the wide application of mobile Internet technology, the development of electronic banking has been greatly promoted. The number of customers in electronic banking has shown a leap-forward growth trend, and the popularity of electronic banking in China has been increasing increasingly. Vigorously developing electronic banking has become the main way for commercial banks to achieve business innovation. The strong level of information technology development and product promotion have laid a good foundation for its rapid development. In addition, with the rapid development of domestic e-commerce industry represented by Alibaba, Tencent, Jingdong and other enterprises, consumers'pursuit of convenient services for financial products has been increasing. This has driven the rapid development and maturity of electronic banking in commercial banks. QS Bank, as a leading local city commercial bank, has been following the development trend of its electronic banking industry since 2009, making rapid development, and has become one of the core business of the bank. At present, the electronic banking business carried out by QS Bank mainly includes personal online banking, enterprise online banking, mobile phone banking, WeChat banking, direct distribution banking, telephone banking, credit mall, comprehensive payment platform, fund deposit, Internet credit and other business products. It touches many industries such as medical, education, community and so on. It has more than 600,000 electronic banking customers with an annual transaction volume. More than 8 million pens and more than 300 billion yuan have been added. However, QS banks are experiencing serious homogeneity and low electronic substitution rate with other commercial banks. Under the background of "science and technology finance" such as new technology, new environment and new pressure, how to use Internet thinking, with the help of the application of financial science and technology products such as artificial intelligence, big data, block chain, biometrics, reduce the cost and efficiency of funds and operations, improve risk returns through the development of electronic banking, and provide customers with better and convenient online services, finally to achieve a breakthrough in business structure transformation has become an important topic for QS Bank to develop steadily in the future. By analyzing the necessity of developing electronic banking and the development environment of electronic banking, this paper clarifies the development status of electronic banking in QS Bank, and puts forward suggestions for the development status and existing ?2 山东理工大学硕士学位论文 ABSTRACT problems: on the one hand, to bring into play the business advantages of electronic banking such as "low cost and high efficiency" to reduce operating costs and improve customer experience; The application of emerging technology products, such as artificial intelligence, big data, block chains, biometrics, etc., should be used to improve the risk control capability of the business and thereby the risk return of the bank. At the same time, by referring to the development experience of other banks and Internet financial institutions, this paper puts forward some suggestions on defining the development orientation and long-term planning, attaching importance to the application of new technologies, strengthening business risk management, increasing the introduction and training of talents, doing a good job in product packaging and marketing, and so on. These suggestions will provide the planning for the development direction of electronic banking business of QS Bank and the reality of business structure transformation. Now lays the theoretical basis for the stable development of electronic banking business in QS Bank. Key words: Commercial banks; Electronic banking; Business innovation ?3 山东理工大学硕士学位论文 目录 目 录 摘要 .... I ABSTRACT ........................... II 目 录 . IV 第一章 绪 论 .................. 6 1.1 研究背景 ................... 6 1.2 研究目的及意义 ....... 6 1.2.1 研究目的 ........ 6 1.2.2 研究意义 ........ 7 1.3 国内外文献综述 ....... 7 1.3.1 国外研究现状 7 1.3.2 国内研究现状 9 1.3.3 文献述评 ...... 12 1.4 研究内容 ................. 13 1.5 研究方法与创新点 . 13 1.5.1 研究方法 ...... 13 1.5.2 创新点 .......... 14 第二章 电子银行业务及理论基础 ................... 15 2.1 电子银行业务概述 . 15 2.1.1 电子银行业务定义 ....................... 15 2.1.2 电子银行业务特点 ....................... 15 2.1.3 电子银行业务优势 ....................... 17 2.2 理论基础 ................. 18 2.2.1 波特竞争优势理论 ....................... 18 2.2.2 市场细分理论 19 第三章 QS银行电子银行业务发展现状及存在问题分析 ........... 21 3.1 国内外电子银行业务发展现状 ............ 21 3.1.1 国外电子银行业务发展现状 ....... 21 3.1.2 国内电子银行业务发展现状 ....... 22 3.2 QS银行电子银行业务发展现状 .......... 26 3.2.1 QS银行总体发展情况 .................. 26 3.2.2 QS银行电子银行业务发展历程及现状 ..................... 28 3.3 QS银行电子银行业务发展存的问题分析 ......................... 32 3.3.1 QS银行电子银行业务发展存在的问题 ..................... 32 3.3.2 QS银行电子银行业务发展问题的成因分析 ............. 34 第四章 QS银行电子银行业务发展环境分析. 38 4.1 QS银行电子银行业务宏观环境PSET分析 ...................... 38 4.1.1 政治法律环境 38 4.1.2 经济环境 ........ 38 4.1.3 社会文化环境 39 ?4 山东理工大学硕士学位论文 目录 4.1.4 技术环境 ........ 39 4.2 QS银行电子银行业务微观环境分析 .. 39 4.2.1 同业竞争 ........ 39 4.2.2 新兴产业竞争 40 4.2.3 客户群体 ........ 40 4.3 QS银行发展电子银行业务的重要性 .. 40 4.3.1 QS银行面临严峻的经营环境 ...... 40 4.3.2 QS银行发展电子银行业务的重要意义 ..................... 43 第五章 经验借鉴及QS银行电子银行业务发展建议................... 46 5.1 经验借鉴 .................. 46 5.1.1 银行业机构经验借鉴 ................... 46 5.1.2 互联网金融