商业银行消费者权益保护与经营管理协同发展研究  

Research on the Coordinated Development of Consumer Rights Protection and Business Management in Commercial Banks

作　　者：武晓珺[1] WU Xiao-jun(Bohai Bank Hohhot Branch)

机构地区：[1]渤海银行呼和浩特分行,内蒙古呼和浩特010010

出　　处：《当代金融研究》2024年第11期91-106,共16页Journal of Contemporary Financial Research

摘　　要：深入推进普惠金融发展规划,消费者权益保护是实现国家战略目标的关键,与民众福祉紧密相关。金融机构积极适应形势变化,但仍有企业文化建设思路未能有效融入战略规划的制定与执行,未能形成经营发展与文化建设相互促进的核心竞争力;在服务管理过程中,从业人员以客户为中心的服务理念尚需加强,服务流程有待简化;在投诉管理方面,部分金融机构被动性应付,缺乏统一性管理;投诉管理前台、中台、后台及各条线的职责不够明晰;对客户投诉的监测分析、反馈应用和预警分析的重视程度不足;处理客户投诉的机制探索及经验积累方面存在不足。通过构建消费者权益保护绩效考核模型和投诉管理模型,运用神经网络等信息技术手段,研究如何通过企业文化建设、优化金融机构服务管理和提升投诉处理质效,实现以客户为中心构建金融机构管理体系,推动金融机构实现高质量经营发展。Deepening the development plan of inclusive finance and protecting consumer rights are key to achieving national strategic goals,closely related to the well-being of the people.Financial institutions actively adapt to such changes in the situation,but there are still corporate culture construction ideas that have not been effectively integrated into the formulation and implementation of strategic planning,and have not formed a core competitiveness that promotes business development and cultural construction.In the process of service management,the customer-centric service concept of practitioners still needs to be strengthened,and the service process needs to be simplified.In terms of complaint management,some financial institutions passively respond and are lack of unified management.The responsibilities of the complaint management front,middle,back office,and various lines are not clear.Insufficient emphasis is placed on the monitoring,analysis,feedback application,and warning analysis of customer complaints.There are deficiencies in the exploration and accumulation of the experience in handling customer complaints mechanisms.By constructing a performance evaluation model for consumer rights protection and a complaint management model,and using information technology such as neural networks.The study explores how to build a customer-centric financial institution management system by through corporate culture construction,optimize financial institution service management,and improve the quality and efficiency of complaint handling,in order to promote high-quality business development of financial institution.

关 键 词：消费者权益保护 投诉管理 服务管理 文化建设 

分 类 号：F832.33[经济管理—金融学]