I 摘要 中国全面小康社会建成在即，以“藏富于民”为核心的发展模式愈发成熟。 社会公众个体可支配收入持续提升，居民在投资、理财方面的意识不断更新，现 代新型消费观念也被越来越多的人接受，在这种背景之下，零售业便应运而生。 目前，零售金融机构在国家层面为小微企业发展、为新时期消费类金融产品创新、 为新时期互联网金融产品创新助力，这些都是新时代的零售金融业务的需求，也 是商业银行零售业务获得重大转机的突破口。但是我国商业银行零售业务在产品、 管理、服务、人才等方面存在的问题，严重阻碍了商业银行零售业务的健康发展。 本文在查阅国内外文献欧亿·体育（中国）有限公司及相关理论的基础上，首先分析了M银行石家庄 分行零售业务发展现状。目前M银行石家庄分行零售业务改革已取得了一定的成 效，但在改革道路上也付出了比较沉重的代价。M银行石家庄分行在发展零售业 务时，仍存在产品同质化严重，缺乏核心竞争力、服务水平有待提高、风险把控 能力不足和缺乏专业型人才等问题。对M银行石家庄分行零售业务外部环境进行 分析，包括宏观环境和欧亿·体育（中国）有限公司环境，然后构建了SWOT矩阵。并根据SWOT矩阵得 出，M银行石家庄分行零售业务发展既有优势和机会，也有劣势和威胁，M银行 石家庄分行要结合具体实际，强化自身优势，有效弥补劣势，抓住机遇，积极应 对化解威胁、挑战，才能推动零售业务的健康发展。基于以上分析，最后从加强 产品创新、强化客户管理、完善内部控制及风险管理和加强人力资源建设四个方 面提出了M银行石家庄分行零售金融业务发展对策。 通过本文的研究，提出了适合M银行石家庄分行零售业务发展的对策建议， 为零售业务的可持续发展增添动力，进而有效的推动M银行石家庄分行跃上新台 阶。同时，也为我国其他商业银行发展零售业务提供了经验和借鉴。 关键词：商业银行；零售业务；环境分析；SWOT分析 北京交通大学硕士专业学位论文 ABSTRACT II ABSTRACT China's well-off society in an all-round way is about to be built, and the development model with the "Tibetan rich people" as the core is becoming more mature. The private disposable income of the public continues to rise, the residents'consciousness of investment and financial management is constantly updated, and the new consumption view of modern society becomes more and more popular, and the retail finance industry emerges as the times require. At present, financial institutions are divided into three rural and three pastoral at the national level, as well as rural revitalization, small and micro enterprise development and so on, these are the financial needs of the new era, but also the breakthrough for commercial bank retail business to obtain a major turnaround. However, China's commercial bank retail business in the product, management, service, talent and other aspects of the problems, strict.It seriously hinders the healthy development of the retail business of commercial banks. On the basis of consulting domestic and foreign literature and related theories, this paper first analyzes the development status of retail business of M Bank Shijiazhuang Branch. At present, M Bank Shijiazhuang branch retail business has achieved certain results, for M Bank Shijiazhuang branch to win a good profit. But at the same time, M Bank Shijiazhuang branch in the development of retail business, there are still products lack of innovation and technology content, lack of customer relationship management ability, risk management ability need to be further strengthened and lack of professional personnel, and then M Bank Shijiazhuang branch retail business external environment, including macro environment and industry environment, but after which the SWOT matrix was constructed. It can be seen that the development of retail business of M Bank Shijiazhuang Branch has both advantages and opportunities, but also disadvantages and threats. M Bank Shijiazhuang Branch should combine the concrete reality, strengthen its own advantages, effectively make up for the disadvantages, seize the opportunity, and actively deal with the challenges and challenges, so as to promote the healthy development of retail business. Based on the above analysis, finally, from the product, customer management, internal control and risk management and talent four aspects of M Bank Shijiazhuang branch retail business development countermeasures. Through the research of this paper, the paper puts forward the countermeasures and suggestions suitable for the retail business development of M Bank Shijiazhuang 北京交通大学硕士专业学位论文 ABSTRACT III Branch, which will add impetus to the sustainable development of retail business, and then effectively push M Bank Shijiazhuang Branch to a new level. At the same time, it also provides experience and reference for other commercial banks to develop retail business in China. KEYWORDS：Commercial Bank； Retail Business； Environmental Analysis； SWOT Analysis 北京交通大学硕士专业学位论文 目录 IV 目录 摘要 ................................................................................................................................. I ABSTRACT ...................................................................................................................... II 1 引言 ............................................................................................................................ 1 1.1 研究背景及意义 ................................................................................................... 1 1.1.1研究背景 ......................................................................................................... 1 1.1.2 研究意义 ........................................................................................................ 1 1.2 国内外文献综述 ................................................................................................... 2 1.2.1商业银行零售业务特点的研究 ..................................................................... 2 1.2.2 商业银行零售业务发展策略研究 ................................................................ 3 1.2.3 简要述评 ........................................................................................................ 4 1.3 研究内容及方法 ................................................................................................... 5 1.3.1 研究内容 ........................................................................................................ 5 1.3.2 研究方法 ........................................................................................................ 6 2 相关概念及理论基础 ................................................................................................ 7 2.1 商业银行零售业务的概念界定 ........................................................................... 7 2.2 客户关系管理理论 ............................................................................................... 8 2.3 金融创新理论 ....................................................................................................... 9 3 M银行石家庄分行零售业务发展现状及存在的问题 ............................................. 10 3.1 M银行石家庄分行概况 ...................................................................................... 10 3.2 M银行石家庄分行零售业务发展现状 .............................................................. 12 3.2.1 零售负债业务 .............................................................................................. 18 3.2.2 零售资产业务 .............................................................................................. 18 3.2.3 零售中间业务 .............................................................................................. 18 3.3 M银行石家庄分行零售业务发展存在的问题分析 .......................................... 18 3.3.1 产品同质化严重，缺乏核心竞争力 .......................................................... 18 3.3.2 客户资源管理水平低下 .............................................................................. 20 3.3.3 风险把控能力不足 ...................................................................................... 20 3.3.4 缺乏专业型人才 .......................................................................................... 20 4 M银行石家庄分行零售业务外部环境及SWOT分析 ........................................... 24 4.1 宏观环境分析 ............................