Audit Research On Service Profit Chain In State-owned Banks

With the processing of economical globalization and our total opening to foreign banks,the domestic banks will face a overall competitive environment.It is one challenge for our domestic banks to establish their core competitive powers in the intense competitive environment.Service management and risk management serve as the sign of core competitive power in the banking industry.As for our state-owned banks,the capacity of risk management can be ensured by the superior capital adequacy ratio.But when it comes to the service management,it is not optimistic.The condition of service management can be illustrated by the revenue structure of depending on margin excessively to some extent.In the intense competitive banking industry,personal banking plays the role of reflecting their service capacity and core competitive power.So it is essential for the personal banking of our state-owned banks to improve their capacity of service management.In this thesis,it is based on Service Profit Chain.Firstly,it states the theory of the service profit chain and serving management in the banks.Secondly, it states the audit revolving around the indicators of the Service Profit Chain,which brings forward some key questions aiming at all the indicators. Thirdly,it states the existing problems in the personal banking of our state-owned banks. Last,it carrys out empirical study.In the empirical study,it targets at some state-owned banks and carrys out the audit study of the personal banking.In addition,horizontal and vertical analysis are carried out aiming at the audit results.In the light of the audit results,the average score of the targeted banks is got.Horizontally,the average score of all the total scores is compared with foreign banks.Vertically,it analyses the low-score indicators.