国有控股商业银行客户经理绩效考核指标体系修正设计——基于操作风险视角的主成分与层次分析法研究

The Design on Performance Index System of Customer Manager in State Owned Commercial Bank——Based on the View of Operational Risk by PCA and AHP Method

商业银行的发展需要服务质量的全面提升,而目前很多银行客户经理的违规操作已成为造成商业银行风险损失的重要原因之一。究其根源主要是由于商业银行在其绩效考核指标体系设计上重财务性指标所致。为此,本文以国有控股商业银行为研究目标,尝试性引入非财务性指标设计理念,主要以风险管理文化等目前亟待解决的银行理念等一级指标为研究对象,通过问卷调查、主成分分析及层次分析法研究,提出相应的指标与权重。旨在对商业银行客户经理服务质量的真正提升并促进商业银行长期发展提供理论与实践参考依据。

The development of commercial bank needs the quality of service Improvement, but the illegal operation in customer manager has been one of the important seasons of risk loss. The key cause is about the design on the Performance index system that focuses on the financial Performance index. So the paper focus on the research of Non-financial Performance index of State Owned Commercial Bank that based on the urgent bank idea such as the culture of risk management and by the way of questionnaire investigation, PCA and AHP Method, in order to find the corresponding index and weights. The paper aimed to provides a theoretical and practical reference for the Commercial Bank and Customer Manager.