金融科技背景下银行业服务创新策略实证研究

An Empirical Study on the Strategies of Service Innovation in Banking Industry in the FinTech Era

金融科技公司(蚂蚁金服、百度金融、腾讯微众银行等)金融创新服务的迅猛发展,给银行业的生存和发展带来巨大的挑战。为探讨金融科技背景下银行业服务创新,本研究基于服务创新六维度模型,建构银行业服务创新指标体系;通过专家问卷,并结合决策实验室分析法(Decision Making Trial and Evaluation Laboratory,DEMATEL)找出指标间因果影响关系,提出如何让银行业保持竞争优势的服务创新策略。从关联度(D+R)分析可知,"服务理念创新""技术创新""客户互动创新"和"营利模式创新"是银行业实施服务创新的重要内容;从原因度(D-R)分析可知,六个指标中有两个属于被影响指标,分别为"营利模式创新"和"客户互动创新"。整合关联度和原因度可得出,"服务理念创新"和"技术创新"是银行业应对金融科技冲击、实施服务创新最重要和最优先考虑的策略。

With the rapid development of innovative financial services,FinTech companies(such as Ant Financial Services Group,Baidu Financial Services Group,and Tencent-backed WeBank)have greatly challenged the banking industry over its existence and development.Therefore,it is high time for the banking industry to explore countermeasures in a deep way.This study,based on the model of Six-Dimensional Service Innovation,attempts to develop an index system for the innovation of banking services,and to calculate the interaction effects between its indexing factors with the support of the findings of experts’questionnaire and the DEMATEL method.According to the D+R analysis,four indexing factors of the system constitute the main innovative contents of banking services,viz.“New service concept”,“Technological innovation”,“New customer interaction”and“New revenue model”;meanwhile,according to D-R analysis,the latter two of the above factors belong to the effected ones.By integrating the two types of analyses,the paper argues that the former two should be treated as the prior strategies of service innovation against the challenge of financial technology.In doing so,the paper aims at offering references for the decision-making in the reform and development of banking industry in the FinTech Era.