CAJ | 학술논문

为了对代理金融网点的集中管控，本文拟在建立邮政代理金融网点的综合服务质量评价模型，以便对所有网点的服务质量进行统一评价。本文采用层次分析法对邮政代理金融网点综合服务质量进行系统建模。该模型主要分为3个步骤实施：1)根据业务部门对网点运营的质量要求以及影响网点运营的自身属性，建立网点服务质量评价指标体系；2)应用层次分析法，通过构建层次结构模型、构造判断矩阵计算指标权重；3)进行一致性检验，将验证后的权重系数和指标结合，推导出网点服务评价体系。该模型计算的3个网点结果与实际网点的运行情况(实点余额)以及管理部门对实际网点工作中的评价一致，说明该模型用于实际网点综合服务质量预测方面，结果真实、可靠，具有决策支持的作用。
위료대대리금융망점적집중관공，본문의재건립유정대리금융망점적종합복무질량평개모형，이편대소유망점적복무질량진행통일평개。본문채용층차분석법대유정대리금융망점종합복무질량진행계통건모。해모형주요분위3개보취실시：1)근거업무부문대망점운영적질량요구이급영향망점운영적자신속성，건립망점복무질량평개지표체계；2)응용층차분석법，통과구건층차결구모형、구조판단구진계산지표권중；3)진행일치성검험，장험증후적권중계수화지표결합，추도출망점복무평개체계。해모형계산적3개망점결과여실제망점적운행정황(실점여액)이급관리부문대실제망점공작중적평개일치，설명해모형용우실제망점종합복무질량예측방면，결과진실、가고，구유결책지지적작용。
In order to strengthen the provincial financial outlets proxy centralized control, a comprehensive service quality evalua-tion model is established to evaluate the quality of services for all the banks with uniform standard. This paper utilizes AHP meth-od to establish the mathematical model, which includes three important steps. Firstly, establish the index evaluation system ac-cording to the provincial office management and controlling requirements and its own properties which affect its operation. Second-ly, establish the hierarchical structure and the judgment matrix to calculate all the index weight. Thirdly, use the consistency checking method to verify the index weight and deduce the quality evaluation method for China postal savings banks. Lastly, this paper makes comparison between the outcomes of the model and the real operations of banks. The outcome of the models shows the consistent results with real situation for three banks, which indicates that the model used to predict the bank service quality is correct, reliable and can be used for decision support.