S银行农户贷款流程优化研究—基于客户满意度视角

中文摘要

近年来，为响应“普惠金融”的国家战略，各家银行纷纷开展资产业务，推行“资产下沉”和支行去“空心化”的发展策略，其中农户贷款是普惠“三农”最重要的资产业务形态，而小额、分散、低风险则是农户贷款的三大重要特征。然而，由于目前我国的商业银行在信贷过程中存在着一系列的问题，这些问题给农户带来了很大的困扰。本文期望在此基础上，找出目前我国商业银行在农户个人信贷过程中存在的问题，提出相应的解决方案，提升客户的满意度。

本文首先通过文献分析法对贷款流程优化的相关研究进行了梳理，为下文的贷款流程的优化奠定理论基础。同时，在对相关理论进行梳理的基础上，选取了SERVQUAL模型为基础，并以信贷工厂和流程银行为研究对象，对S银行农户贷款进行了优化，从而使农户贷款过程得到了简化。本文基于SERVQUAL模型，设计了调查问卷和访谈提纲，通过问卷调查与半结构化访谈，找出农户贷款满意度在有形性、可靠性、响应性、保证性、移情性方面存在的问题，包括服务有形性质量不高、产品可靠性不足、重复审核，响应较为迟缓、贷款体验较差，农户移情性较高等问题。结合S银行的现实情况，提出了增设服务评分，提高申请中服务有形性质量、增设经营分析，提高产品可靠性、开放材料补充入口优化贷款审批，提高响应性、简化贷后管理的资料审查，改善农户的移情性等解决对策，优化了农户贷款流程，并从内部和外部两个方面论述了贷款流程优化的保障措施。通过本文的研究，希望能够提高农户信贷服务质量，提高农户信贷服务的满意度，增强客户粘性，提高农户办理农业生产经营贷款的积极性，助力实现乡村振兴。

关键词：农户贷款，小额贷款，流程优化，客户满意度

Abstract

In recent years, in response to the national strategy of "Inclusive Finance," various banks have engaged in asset business, promoting the development strategy of "Asset Sinking" and reducing the "hollowness" of branches. Among them the most important is the rural loan characterized by "small amounts," "diversification," and "low risk." However, due to the fact that commercial banks in China currently face several issues in the credit process, significant difficulties for rural customers have caused. This thesis aims to identify the problems existing in the personal credit process of rural customers in commercial banks in China and propose improvements to enhance customer satisfaction.

Firstly, this thesis conducts a literature review on the optimization of the loan process, laying the theoretical foundation for subsequent optimization. Based on the related theories, it applies SERVQUAL model to the study of credit factories and process banks, optimizing the problem processes, thus simplifying the rural loan process. Using the SERVQUAL model, the thesis designs questionnaires and interview outlines to assess issues in tangible quality, reliability, responsiveness, assurance, and empathy. These issues include low service tangibility, insufficient product reliability, redundant reviews, delayed responsiveness, and poor loan experiences, leading to higher levels of rural customer empathy. Considering the reality of S Bank, the thesis proposes solutions including adding service scoring to improve tangible quality during the application, enhancing product reliability by introducing business analysis, opening a document supplement channel to optimize loan approval, simplifying data review in post-loan management, and improving rural customer empathy,thus the rural loan process has been optimized. The thesis also discusses protective measures for loan process optimization from internal and external perspectives.Through this thesis research, it is expected that the quality of rural credit services can be improved, customer satisfaction increased, customer retention enhanced, and rural agricultural and business loans clarified, contributing to the realization of rural revitalization.

Key Words：Farmer's loan, Small loans,Process optimization,Customer satisfaction

第一章绪论

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第七章研究结论与研究展望

第一节研究结论

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第二节研究展望

本文基于客户满意度的视角，对S银行的农户贷款流程进行了优化，但在实施过程中仍然存在一些不足之处。例如，调查问卷的样本数量较少，这可能影响研究结论的全面性、客观性和准确性。因此，未来的研究可以增加样本量，以获得更加可靠和全面的数据。其次，满意度评价体系目前尚不够完善，评价标准需要进一步细化，以更准确地反映农户的真实体验和需求。
希望相关学者在后续研究中能够对此进行改进，进一步提升农户贷款的满意度。通过深入研究和不断完善评价体系，可以为金融机构提供更有效的改进建议，最终促进金融服务对乡村振兴的赋能，为推动农业和农村经济的发展贡献更多的智慧和力量。

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