I 摘要 随着科技发展和社会的不断进步，各个行业都在发生着翻天覆地的变化，先 进科学技术的应用为广大用户带来了便捷的服务体验，同时也大大提高了企业的 服务能力。对于商业银行来讲，传统的服务模式已经不能满足客户的需求，商业 银行应该顺应时代的发展，紧跟科技进步的潮流，需要从金融科技视角创新服务 模式，提升服务能力，为顾客提供更为方便快捷的服务，提高自身的核心竞争力。 在当前的国际国内经济形势下，科技与金融急速地融合，高新技术不断地被运用 到金融领域中，传统的金融业面临着巨大的挑战。 本文基于金融科技、服务能力和产品创新等理论，采取问卷调查的形式了解 当前建设银行在服务能力提升上存在的问题，同时分析建行金融科技的应用程度 和建行员工对金融科技的应用现状，系统判断建行在利用金融科技手段提升服务 能力所处的现状。之后本文从金融科技在零售业务、普惠金融业务和自身管理上 三方面总结出建行利用金融科技手段提升服务能力存在的问题。最后，从金融科 技创新视角提出建行提升服务能力的具体措施。 通过以上研究，将为建设银行在利用金融科技手段提升服务能力上提出可行 性的建议，有助于更好地将金融科技与提升服务能力相结合，更好地拉近普通客 户与金融科技的距离，对我国商业银行转型和创新发展起到积极的作用。 关键词：建设银行；金融科技；服务能力 Abstract II Abstract Withthedevelopmentofscienceandtechnologyandthecontinuousprogressof society,variousindustriesareundergoingearth-shakingchanges.Theapplicationof advancedscienceandtechnologyhasbroughtconvenientserviceexperiencetothe vastnumberofusers,andgreatlyimprovedtheservicecapacityofenterprises.For commercialBanks,thetraditionalservicemodealreadycannotsatisfytheneedsof customers,whichshouldconformtothedevelopmentofTheTimes,keepupwiththe tideofscienceandtechnologyprogress,needfromthefinancialperspectiveof scienceandtechnologyinnovationservicemode,improveserviceability,toprovide moreconvenientandquickservice,improvetheircorecompetitiveness.Inthecurrent internationalanddomesticeconomicsituation,scienceandtechnologyarerapidly integratedwithfinance,andnewandhightechnologiesareconstantlyappliedtothe financialfield,whichposesgreatchallengestothetraditionalfinancialindustry. Basedonthetheoriesoffinancialscienceandtechnology,serviceabilityand productinnovation,thispaperadoptstheformofquestionnairetounderstandthe problemsexistingintheimprovementofserviceabilityofChinaConstructionBank, analyzestheapplicationdegreeoffinancialscienceandtechnologyofCCBandthe applicationstatusoffinancialscienceandtechnologyofitsemployees,and systematicallyjudgesthecurrentsituationofCCBinimprovingserviceabilityby meansoffinancialscienceandtechnology.Afterthat,thispapersummarizesthe problemsofCCB'susingfinancialtechnologytoimproveitsserviceabilityfromthree aspects:retailbusiness,inclusivefinancialbusinessanditsownmanagement.Finally, fromtheperspectiveoffinancialscienceandtechnologyinnovation,thispaperputs forwardspecificmeasurestoimprovetheservicecapacityofCCB. Throughtheaboveresearch,itwillputforwardfeasibleSuggestionsforCCBto improveitsservicecapacitybymeansoffintech,whichwillhelpCCBtobetter combinefintechwithimprovingitsservicecapacity,betternarrowthedistance betweenordinarycustomersandfintech,andplayapositiveroleinthetransformation andinnovativedevelopmentofChina'scommercialBanks. Keywords:ChinaConstructionBank;Financialtechnology;Servicecapability 目录 III 目录 摘要································································································I Abstract····························································································II 第1章绪论..................................................................................................................1 1.1研究背景及研究意义......................................................................................1 1.1.1研究背景................................................................................................1 1.1.2研究意义................................................................................................1 1.2国内外研究现状..............................................................................................2 1.2.1国内研究现状........................................................................................2 1.2.2国外研究现状........................................................................................3 1.2.3研究现状评述........................................................................................4 1.3研究内容及研究方法......................................................................................5 1.3.1研究内容................................................................................................5 1.3.2研究方法................................................................................................5 1.4研究技术路线..................................................................................................6 第2章建设银行服务能力相关理论概述..................................................................7 2.1金融科技相关概念..........................................................................................7 2.1.1金融科技概论........................................................................................7 2.1.2金融科技发展趋势................................................................................8 2.1.3发展金融科技基本原则........................................................................9 2.2服务能力概述................................................................................................10 2.2.1服务能力基本概念..............................................................................10 2.2.2服务能力的调节..................................................................................11 2.2.3扩大服务能力......................................................................................12 2.2.4影响建设银行服务能力的因素..........................................................13 2.3本章小结........................................................................................................15 第3章建设银行服务能力及金融科技应用状况调查分析....................................17 3.1建设银行服务能力调查................................................................................17 3.1.1基本调查情况及样本描述..................................................................17 3.1.2信度和效度分析..................................................................................19 3.1.3调查结果分析......................................................................................23 3.1.4调查结论..............................................................................................24 目录 IV 3.2建设银行金融科技应用状况调查................................................................25 3.2.1建设银行金融科技应用......................................................................25 3.2.2建行员工对金融科技应用现状的调查分析......................................29 3.3国内外商业银行金融科技应用状况调查....................................................31 3.3.1国内商业银行金融科技应用状况调查..............................................31 3.3.2国外相关银行金融科技应用状况调查..............................................33 3.4本章小结........................................................................................................34 第4章金融科技手段提升建行服务能力存在问题分析........................................37 4.1金融科技手段在零售业务上提升服务能力存在的问题............................37 4.1.1银行员工存在的问题..........................................................................37 4.1.2零售产品缺陷给客户带的不便..........................................................37 4.2金融科技在普惠金融业务上提升服务存在的主要问题............................39 4.2.1客户产品信息不对称..........................................................................39 4.2.2外部风险转嫁客户和银行..................................................................39 4.3