An Empirical Study:the Influence of Commercial Banks Perceived Service Quality on Customer Relationship Quality

On 09/02/2015, in Economics papers, by rain

With the rapid development of tertiary industry, the service industry is the most important industry of a country or region, also is the key engines of regional Economic development, in today’s business competition seems to be the competition of the service industry. Customers become the most precious resources and to provide quality services is the key to customer satisfaction and customer loyalty. To obtain customers and retain customers, companies should not only be concerned about their products and services, but also from the customer point of departure, strive to study how to improve the quality of service strategy in order to gain a competitive advantage for customers of all ages. However, because the service itself has complex features, such as invisible, cannot be retained, contact, even if the Enterprise is difficult to accurately grasp the methods to improve service quality, also makes the customer is difficult to produce the feeling of certainty and security quality of service and difficult to produce a high quality relationship quality. To this end, full-depth study of the internal structure of the quality of service is critical to improving the quality of customer relationships, It is also possible to grasp the connotation of customer relationship Management, better customer relationship Management.The banking sector as the traditional financial sector, the financial services industry to provide the savings, financing, payment, information and risk management for the residents, businesses and other Social organizations, play a crucial role to national Economic development. With the rapid development of China’s overall macroeconomic, China’s banking sector achieve a comprehensive, high-speed development and upgrading. According to statistics from2001-2010, China’s GDP grew by3.63times,the size of the assets of the banking sector increased from15.73trillion to95.3trillion Yuan, an increase of more than five times. As China’s Social and economic development,the banking sector will play a more important role in the whole community, will also be more people concern and attention.With China’s accession to the WTO, the original pattern of competition among banks in China has beem broken by foreign banks for their professional quality of service which has had a huge impact on domestic banks. At the same time, our country banking past credit business model mainly by the scale will also face the future credit scale and overall growth in limited space bottleneck, banking development will also have an important change credit space turning point. How to adapt to the supply of credit of the impact of the adjustment of industrial structure, the supply of credit institutions in the new changes and adjustment of establishing a stable, high quality profit channel, is the domestic banking sector challenges facing in the future. Our country commercial bank to gain a competitive advantage, obtain long-term development, you need a series of improving service quality of the method, from theory to research into the banking service quality theory, banking, as a special kind of service industry, this need not only to keep the theory research of Basic services, and more in the original service theory, and on the basis of the actual situation contact banking for the original service theory lies in development innovation.At the same time, in the bank also competition, the customer is scarce resource has become how to get the customer is the key to competition, so how to customer relationship management, and establish a good relationship with customers is the need to focus in the study of the bank. To improve service quality is a foundation bank, and build up good relationship with customers quality is the goal, and study the two in the banking industry the logic of the bank to improve service quality, improve the relationship quality, has the great deep significance.The purpose of this paper is to build a research model of service quality dimensions on customer relationship quality from the three-factor model of quality of service, through empirical research on the Chengdu City Commercial Bank, find that the mechanism of service quality on relationship quality. This study can provide a good reference for China’s commercial banks to improve services, quality of service, access to customer satisfaction and customer loyalty. At the same time, the theoretical model very well structured and hierarchical, practical guidance is very obvious, according to the findings of this article, businesses can get a good inspiration:from the quality of service magnitude of departure, and strive to improve the quality of interaction the quality of physical environment, the various aspects of the quality of results, improvements in the quality of customer relationship to relationship marketing strategy and, ultimately, customers to buy the Enterprise service offerings and generate customer loyalty.This study is only exploratory research, there are still many inadequacies in the process, you need the back of the researchers added to the improvement: questionnaire survey can be extended to a variety of commercial banks and the wider industry, in order to make research results more universal applicability; more complete model, by adding a new follow-up variables, the impact of variables such as the relationship between the quality of follow-up; in the time and conditions permit, you can try some of the qualitative approach.


The Research on the Credit Risk Model of Commercial Banks and Their Adaptation in China

On 28/01/2015, in Economics papers, by rain

The credit risk is one of the most ancient risks in the financial market. Recently, with the globalization of finance and the fluctuation of international finance market, credit risk become more and more serious, and all country’s banks and investors face unprecedented credit risk. The practice of international banking demonstrated that the risk measurement and Management is one of the perpetual subjects in commercial banks Management. Credit risk is one of the main risks in financial market. How to improve the managerial level of credit risk is an important question for study in the development of banking industry after China’s entry into WTO. However, the quantitative study of it is a bottleneck of the commercial banks of our country. Compared with western countries, the commercial banks of China still lack the supporting system from data, qualified personnel and skills, which belong to the measurement of credit risk. Therefore, it is a predicament that we face how value the credit risk of commercial bank under this kind of environment. In this paper the modern credit risk measurement models are used to analyze Chinese circumstance avert from these disadvantageous factors.First, this paper introduces some Basic concepts and characteristics of the credit risk. Second, it explicitly analyzes the popular credit risk measurement models make some comments about the credit risk measurement models, the credit risk measurement model includes KMV model, Credit Metrics model, Credit Risk+ model and Credit Portfolio View model. Third, we made a series of comparative studies between these most famous credit risk models in various terms. KMV Model is worthy of our country application in the analysis and contrasts of four modern risk measurement models. And study these models’ feasibility in our country. Finally, it choses the model of KMV to carry on empirically research. And compute with the Matlab method.


Commercial bank is the most important part in the financial system. …

On 01/01/2015, in Economics papers, by rain

Commercial bank is the most important part in the financial system. Its level of efficiency concerns not only the most optimum distribution of Social resources, but also the transmission and implementation of financial policy. Bank efficiency is the contrast relationship of input and output or cost and earning in the operations. It reflects bank effective distribution of its own resources. And it measures bank market competition ability, input-output ability and consistent development ability.This paper adopts both quantitative model and qualitative analysis based on the summary of in and out research about commercial bank efficiency evaluation. It uses statistical and mathematical theory and method and brings grey relation analysis into the evaluation. The paper mainly contains three parts: 1.Build up evaluation index system. 2. Expound Basic theory and set up evaluation model. 3. Empirical analysis of specific commercial banks in China. This paper chooses 12 internal commercial banks as sample. It evaluates bank efficiency through measuring the relational extent between the appraisal commercial banks and ideal commercial bank. The index system includes size, stability, profitability, innovative ability, etc. This paper gets the conclusion, finds out the problem and proposes relevant suggestions on the basis of objective evaluation and analysis.


The Research of Commercial Bank Credit Risk Early Warning Based on the ARIMA Model

On 22/12/2014, in Economics papers, by rain

Governments have pay more attention to the commercial bank risk Management thanbefore,as the financial crisis. From the view of our country bank system, loan businessaccounted for70%of the total business, it will affect the safety of the entire financial systemif credit crisis breaking. So it is the most important task for commercial bank to administratecredit risk. It will get more profit in the safety and prudent environment. According to the riskmanagement of the “three times the law”, if commercial bank predict the risk before the loanbeginning, The reduced losses will be3times as many as in the loan through various methodsmake up after the loss; The unrecoverable loss will be three times the losses could be saved ifthe bank suffered loan risk attracted. Obviously, the most effective Management means ofcredit risk is to do well risk monitoring in advance. Through establishing the credit risk earlywarning system, forecasting the possibility of the credit risk timely, it will curb theburgeoning of loss or falls to lowest of will.The purpose of this paper is to establish a suitable credit risk early warning methods forour commercial bank, the perspective of this paper is on commercial bank risk managementdepartment as the monitoring objects of the Enterprise repayment risk. The thinking of thisstudy including: On the base of analyzing the current commercial bank credit risk earlywarning situation, existing problems and the causes of the problems, constructing thecommercial bank credit risk early warning index system through the warning index systemconstruction principle and analysis of influencing factor of commercial bank credit risk,combining the warning index system and method of early warning to warn the credit risk,finally, puts forward several corresponding improvement suggestions according tocommercial bank credit risk early warning reasons for problems.The main idea of constructing the warning system is:First, establish a warning indexsystem through the index screening. Second, determine the weight of each index through themain level analysis method. Third, application effect coefficient method do index numericalindexing, and then multiplied by the corresponding risk assessment of weight. Fourth,application practice regression model—-sequence moving average(ARIMA) on thecommercial bank credit risk forecast, using the result comparing with the warning value toforecast the potential risk.


Efficiency Analysis on China Commercial Banks Based on DEA

On 22/12/2014, in Economics papers, by rain

Since China joined the WTO, the Government has done a lot to promote financial liberalization and internationalization, eliminated a number of financial regulations, and adopted a series of financial reforms. At the same time China has been gradually opening up a variety of financial services, and admitted the operations of foreign banks, During this time, the types of banking business was not increasing, So it caused the competition in the market more and more intense.In response to increasingly fierce market competition, China banking has conducted a series of sweeping reforms. On the regulation, we have developed more systematic and scientific regulatory framework based on Basel II combined with the actual situation of China’s financial situation. Meanwhile, in order to improve the banking competitiveness, the corporate structure were also reformed, the foreign strategic investors were introduced, bad assets were disposed, and the state-owned banks’joint-stock reform was actively promoted, making it be responsible for its own profits and losses. In 2003, the Central Huijin injected 45 billion U.S. dollars to promote the Bank of China and China Construction Bank’s joint-stock reform, as a sign that China started a large-scale joint-stock reform of commercial banks, and the main purpose of the reform is to improve banking operating efficiency.In China, the current financing structure is still based on the banking system mainly as an intermediary in the indirect financing; commercial banks’operating efficiency has a direct impact on the level of capital allocation efficiency. And it also affects the production of Enterprise and the life of the residents. So, although the banking system is not directly engaged in the material production, its efficiency has affected the entire national economy. The U.S. subprime mortgage crisis occurred in July 2008, it resulting large-scale financial crisis on the world economy. Although during this crisis, China did not appear the phenomenon of large areas of bankruptcy for the good Economic fundamental. But the fact that the crisis originated in the financial sector has make people pay more attention to the healthy development of the bank. Therefore, the situation of efficiency of China’s banking industry after the joint-stock reform has been widespread concerned by the community.Based on the data envelopment analysis (DEA) method, this paper analysis the performance of China’s commercial Banks. Using the 1999-2008 data, I calculate the technical efficiency and productivity index, make the decomposing of the index at the same time, I want to find the reason of the change. And through the comprehensive analysis, I put each bank in a coordinate. We also study the effect on banking of the reforming of state-owned and the influence of the international financial crisis which is started at 2008 on China banking efficiency.


Correlation Studv between Executive Remuneration and Performance of Listed Commercial Banks in China

On 14/12/2014, in Economics papers, by rain

This article focused on commercial bank executive in recent years, illustrating the start of acceleration process of Chinese financial markets and the resulting of market-oriented on commercial banks. This article first showed that the bank executive was as a leader as among the listed companies, analyzed the current situation of commercial banks’executives remuneration in the past five years. Concluded that the idiosyncratic human resources were the mean reason of high payment for the bank executive. After it. based on macro-environment and micro industries, analyzed the impact on operating performance of commercial banks, and then analyzed the impact of special corporate structure of commercial banks” operating performance, proposed that it should be considered profitability, safety and liquidity, and summarizes the index system into operating performance of commercial banks in China. In empirical analysis, using Eviews and SPSS software, selected the information of14listed commercial banks” panel data in five years (2007-2011). as the representation on performance behaving of banks’profitability, liquidity and risk performance indicators, the selected profiting indicator including ROE. ROA and EPS. the selected liquidity indicator including cost-return ratio (CRR) and save-loan ratio (SLR). Risk indicators selecting capital adequacy ratio (CAR), core-capital-adequacy ratio (CCAR), and non-performing loan rate (NPL). Research results showed that commercial bank executives” remuneration has a significant negative correlation on ROE, on the contrary, the ROE ratio has a negative correlation on bank executive, but not significant. China commercial banks” executive remuneration is unreasonable, and not having a good combination with the efficiency of using assets. The safety and liquidity aspect of indicators had little influence on executive payment which showed that the non-sense of payment structure of bank executive.


The problem of SMEs financing difficulties is a world-wide issue, Ch…

On 26/11/2014, in Economics papers, by rain

The problem of SMEs financing difficulties is a world-wide issue, China included. In recent years, small and medium enterprises is playing an increasing role of economy in China, by the end of 2007, there were more than 4200 small and medium enterprises which creating around 60% of GDP, providing about 70% jobs opportunities. Nowadays, financing constraints becomes the most important bottleneck factor in the process of SMEs’ development. The reasons include both SMEs’ factors and institutional factors in commercial banks. Thus, resolving the problems occurred in small and medium-sized credit could not only lift the financial constraints of small and medium enterprises, but also the inevitable trend of commercial banks in the future development. So this topic is of great theoretical and practical significance.Based on normative analysis and empirical analysis, this paper has used game theory methods in SMEs’ credit problems research. At the basis of summing up the financing difficulties of small and medium enterprises home and abroad, this paper put forward the bank credit rationing theory and the symbiotic theory, which provide internal mechanism and theoretical foundation for the study of the relationship between SMEs and commercial banks. Then it finds out the causes of financing plight by anglicizing the actuality、limitation and reasons of SMEs’ financing. Through the establishment of game model about credit behavior between SMEs and commercial banks, this paper has obtained the default probability of SMEs and commercial bank credit terms respectively. The conclusion of the game model answered the questions whether should commercial banks provided credits to SMEs, which is the core and footstone of the thesis. At last, combine with the conclusion of the game model, this paper make corresponding countermeasures and suggestions from SMEs、commercial banks and Social policy level.

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Research on Measurement of Commercial Bank’s Credit Risk for Real Estate

On 23/11/2014, in Economics papers, by rain

Credit assets are dominating ones for banks, while banks are the natural market for accumulating and trading risks. As a result, credit risk managemet comes to be an eternal subject. At present, it is important for China to make research on credit risk Management for real estate.With the development of econometrics and Computer technology, many major financial organizations developed various credit Management models. According to the characteristics of the real estate credit in China, Credit Portfolio View model is choosed to measure and forecast the credit risk of real estate. First of all, this paper gives some details for the related concepts of real estate credit and especially points out that it is possible and necessary to carry out the credit risk measurement for real estate.Secondly, it reviews the development of credit risk measurement models and compares the third-generations credit risk ones. It combines with the conditions in Chinese commercial banks to show the advantage of using CPV model to measure and forecast the credit risk of real estate. Thirdly, in terms of choosing three macroeconomic varies (Composite Leading Indicator, Macroeconomic Index.and China Real Estate Climate Index), and the transformation value of the default probability of real estate credit. This paper gives an estimate of CPV model with the‘Eviews’software By comparing the fitted value and real value of the default probability of real estate credit, CPV model shows efficiency to measure the credit risk of real estate. Then, this model is used to forecast the default probability of real estate for Novemeber, 2007. Finally, based on the credit risk measurement, from possibilitiy and necessity aspects, the ways on how to decrease credit risk are given.This paper can come to a conclusion that, CPV model is full of high rationality and efficiency to measure and forecast the default probability of real estate credit risk and can offer the robust references for the commercial banks to defense the credit risks. Meanwhile, it also confirms that default probability is linked to economy closely. When the economy worsens, default increases; when the economy becomes stronger, default decreases.


Study on Commercial Bank Corporate Customer Satisfaction

On 10/11/2014, in Economics papers, by rain

With the increasing competition in the market, more and more enterprises realize the benefits of customer satisfaction and the importance of improving level of customer satisfaction Management. Customer retention rates and profit margins are closely linked with customer satisfaction. As a member of the service sector, the Management of commercial bank satisfaction is affected by many factors, especially after the20th century and90years. Now the position of banks and enterprises is being changing gradually. How to maintain corporate customers and make these customers satisfact with financial product and service is an important issue. Discussing the satisfaction of corporate customers is a foundation work to commercial banks.In this paper, based on the results of previous studies, we outline some concepts of customer satisfaction related to commercial banks. And also we construct some impact factors and indicators of commercial banking satisfaction based on bank credit. On these basises, we build a commercial banking business model of customer satisfaction and a evaluation system, then we analyse those by empirical research method.The purpose of this study is to understand the major impact factors of commercial bank customer satisfaction by learning customer satisfaction evaluation model and the analysis of weight in our country. Also, with combination customer relationship management with industry characteristics, we can have a better understanding of strengths and weaknesses for China’s commercial banks and the most urgent needs of Enterprise customers, so it can provide some theoretical basis to enhance competitiveness of commercial banks.


Design on the Development Mode of Chinese Commercial Banks’Carbon Finance:Based on CDM

On 17/10/2014, in Economics papers, by rain

At present, the problem of global warming has become a worldwide concern. Finance as an optimal allocation, adjust capital surplus and deficiency of the important ways and means, play an important role in low carbon finance, commercial banks has find a new direction for future development.This paper firstly expounds the connotation of carbon finance, points out that the importance of a research of carbon finance model; from related financial theoretical basis, research on the carbon emissions trading system for carbon pricing mechanism, use the capital asset pricing model and Zipf method, analysis of internal factors and external factors that impact of a carbon price; process SWOT analysis, conclude and summarize the necessity to developing of carbon financial; finally, the paper summarizes the research results in related fields and build out the involvement of commercial banks based on CDM project carbon finance income model, do a detailed case analysis as an example of Xing Ye Bank.The study concluded that designing of carbon pricing need consider from carbon abatement costs, market supply and demand, government regulation and control mechanisms; carbon price is not only affected by the factors of rate of return and market risk, but also affected by energy price and temperature; commercial banks making carbon finance business can help expand their business scope and increase revenue. Through the study, this paper put forward specific policy recommendations to the development and improvement of carbon finance market, for example, developing carbon financial derivative products, implementing the carbon innovation in financial services, promoting low-carbon concept actively, and so on.