随着中国社会经济的不断发展，住房公积金业务逐渐被普罗大众所重视 与应用。尤其是近几年，随着全国各地公积金中心陆续实现业务办理自主化、 利率市场化、互联网信息化等宏观环境变化，作为受托承办公积金业务的商 业银行，由于业务流程、模式发生较大变化，亟需进行业务转型以适应公积 金业务新常态。与此同时市场方面，各银行将公积金存款作为稳定性存款来 源，纷纷拼抢公积金业务，市场同业竞争趋于白热化。商业银行如何在住房 公积金业务新格局及同业的激烈竞争下寻求业务发展方向及新的着力点，成 为各银行住房公积金业务发展的新课题。 本文以J银行H省分行为研究主体，通过对该分行公积金存款、贷款及中 间业务收入等主要业务指标数据的分析指出目前该行公积金整体业务发展情 况。在此基础上，运用SWOT分析法阐明揭示了近年公积金业务方面宏观形 势的变化，分析得出分行公积金业务所面临的机遇与挑战，结合该省分行的 业务优劣势发展条件，将H省分行整个公积金业务的内外部情况进行了深入 研究。随着这些宏观形势变化及因素的影响，暴露出H省分行在公积金业务上 存在公积金委托业务模式固化守旧、员工工作懈怠质量下滑等诸多问题，这 些问题揭示了分行业务缺乏创新；员工激励机制不完善等原因。根据客户关 系管理理论，本文提出要以客户为中心，丰富产品服务内涵，提供具有综合 性、差异化的服务，从而通过为客户创造价值，满足客户需求，实现分行与 公积金中心双方的合作共赢。 本文通过研究H省分行近年公积金业务发展趋势及问题，找出H省分行在 公积金业务转型发展中的新路径，并以此为借鉴为商业银行住房公积金业务 的可持续性发展提供有力的决策建议及参考支持。 关键词：银行；住房公积金；委托模式；客户关系管理 哈尔滨工业大学工商管理硕士学位论文 - II - Abstract With the continuous development of China's social economy, the business of housing accumulation fund is gradually valued and applied by the general public. Especially in recent years, with the gradual realization of macro environment changes such as business processing autonomy, interest rate marketization, Internet informatization and so on, as a commercial bank entrusted to undertake provident fund business, due to great changes in business process and mode, it is urgent to carry out business transformation to adapt to the new normal of provident fund business. At the same time, in the market, the banks take the provident fund deposit as a stable deposit source and scramble for the provident fund business one after another. The market competition among the same industry tends to be white hot. How to seek the direction of business development and new focus under the new pattern of housing provident fund business and the fierce competition of the same industry has become a new topic for the development of housing provident fund business. This paper takes H branch of bank J as the research subject, and points out the overall business development of the bank's provident fund through the analysis of the main business index data such as provident fund deposit, loan and intermediate business income. On this basis, the SWOT analysis method is used to clarify the changes in the macro situation of provident fund business in recent years, and the opportunities and challenges faced by the branch's provident fund business are analyzed. Combined with the advantages and disadvantages of the provincial branch's business development conditions, the internal and external conditions of the whole provident fund business of H Province branch are studied in depth. With the change of these macro situations and the influence of factors, it is exposed that there are many problems in the provident fund business of H Province branch, such as the solidification of provident fund entrusted business mode, the decline of employees' slack quality, etc., which reveal the reasons for the lack of innovation in the branch's business, the imperfect incentive mechanism of employees, etc. According to the theory of customer relationship 哈尔滨工业大学工商管理硕士学位论文 - III - management, this paper proposes to focus on customers, enrich the connotation of products and services, and provide comprehensive and differentiated services, so as to achieve win-win cooperation between the branch and the provident fund center by creating value for customers and meeting customer needs. This paper studies the development trend and problems of the provident fund business of H Province branch in recent years, finds out the new path of H Province branch in the transformation and development of the provident fund business, and provides powerful decision-making suggestions and reference support for the sustainable development of the commercial bank's housing provident fund business. Keywords: Bank, Housing provident fund, Delegation mode, Customer relationship management 哈尔滨工业大学工商管理硕士学位论文 - IV - 目 录 摘要 ................................................................................................................. I Abstract ............................................................................................................. II 第1章 绪论 ...................................................................................................... 1 1.1 课题来源及研究背景与意义 ................................................................... 1 1.1.1 课题来源 ........................................................................................... 1 1.1.2 研究背景 ........................................................................................... 1 1.1.3 研究意义 ........................................................................................... 3 1.2 国内外研究现状 ...................................................................................... 3 1.2.1 客户关系管理影响因素的研究 ........................................................ 3 1.2.2 客户关系管理理论应用的研究 ........................................................ 4 1.2.3 商业银行住房公积金业务发展研究 ................................................. 5 1.2.4 国内外文献综述简析 ........................................................................ 6 1.3 主要研究内容及方法 ............................................................................... 7 1.3.1 主要研究内容 ................................................................................... 7 1.3.2 研究方法 ........................................................................................... 9 第2章 H分行公积金业务经营现状分析 ...................................................... 10 2.1 H省分行概况 ........................................................................................ 10 2.2 H省分行公积金业务经营现状 .............................................................. 10 2.2.1 分行公积金业务基本概况 .............................................................. 10 2.2.2 分行公积金存款业务现状分析 .......................................................11 2.2.3 分行公积金贷款业务现状分析 ...................................................... 13 2.2.4 分行公积金委托业务收入现状分析 ............................................... 14 2.3 公积金业务同业银行比较分析 ............................................................. 16 2.4 本章小结 ................................................................................................ 18 第3章 H分行公积金业务发展问题分析 ...................................................... 19 3.1 H分行公积金业务SWOT分析 ............................................................ 19 3.1.1 H分行公积金业务的优势分析 ....................................................... 19 3.1.2 H分行公积金业务的劣势分析 ....................................................... 20 3.1.3 H分行公积金业务的发展机遇 ....................................................... 21 3.1.4 H分行公积金业务发展面临的挑战 ............................................... 22 哈尔滨工业大学工商管理硕士学位论文 - V - 3.2 H分行公积金业务发展过程中存在的问题 .......................................... 24 3.2.1 业务模式固化较难适应市场变化 ................................................... 24 3.2.2 消极怠工员工工作质量下降 .......................................................... 25 3.2.3 H省分行金融科技运维支持力度薄弱 .............................