随着经济全球化的发展，商业银行间竞争愈发激烈，不同模式的金融服务体 系、差异化的金融产品、金融制度的创新为银行这类企业的发展提供了更加广阔 的平台。近年来，小微企业逐渐成为我国国民经济和社会发展的生力军，同时在 国家大力发展普惠金融的背景下，小微企业信贷业务逐渐成为银行信贷业务新的 利润增长点和竞争优势所在。然而，由于小微企业自身存在的信用风险大、业务 规模小等缺陷，在一定程度上影响了商业银行的支持力度，但随着央行定向降准 政策、政府普惠金融政策的支持，支持小微企业对商业银行经营绩效的有利影响 日渐显著。 本文结合普惠金融的行业背景，以工商银行A分行为例，主要研究了如何发 展小微企业信贷业务的相关问题。首先，论文对小微企业的信贷业务及发展策略 的相关理论进行了综述，然后立足工商银行A分行的现实情况，通过问卷调查的 形式分析了A分行小微企业信贷业务发展现状及存在的问题。调研发现，目前A 分行的小微企业信贷业务存在着行业服务区分不明显、信贷审批流较为复杂、信 贷人员“恐贷”现象、新产品推行欠缺、风险管理体制不健全等问题，究其原因， 主要有信贷人员素质参差不齐、定位不准确、产品同质化严重、服务营销观念落 后等方面。基于调研结果，本文从三个大方向对小微企业信贷业务的发展策略进 行了思考，包括内部体制优化、完善小微信贷人员体系、小微信贷业务创新策略 等，并从这三个大方面提出了相应的保障措施。 关键词：小微企业；信贷业务；发展策略；普惠金融 II Abstract Withtheriseofeconomicglobalization,competitionamongcommercialbanksis graduallyincreasing.Differentmodelsoffinancialservicesystems,differentiated financialproducts,andinnovationsinthefinancialsystemprovideabroaderplatform forthedevelopmentofenterprisessuchasbanks.Inrecentyears,smallandmicro enterpriseshaveprogressivelybecomeavitalforceforChina'snationaleconomicand socialdevelopment.Atthesametime,underthebackgroundofthecountry'svigorous developmentofinclusivefinance,smallandmicroenterprises'creditbusinesshas graduallybecomeanewprofitgrowthpointandcompetitiveadvantageofbankcredit business.However,becausesmallandmicroenterpriseshavecertaindefects,suchas largecreditriskandsmallbusinessscale,ithasaffectedthesupportofcommercial bankstoacertainextent.However,withthesupportofthecentralbank’stargeted reductionpolicyandthegovernment’sinclusivefinancialpolicy,Thebeneficial influenceofmicro-enterprisesontheoperatingperformanceofcommercialbanksis becomingincreasinglysignificant. BasedontheindustrybackgroundofInclusiveFinance,andtakingthecaseof ICBCAasanexample,thisarticlemainlystudiestheissuesrelatedtohowtodevelop thecreditbusinessofsmallandmicroenterprises.First,thepapersummarizesthe relevanttheoriesofthecreditbusinessanddevelopmentstrategiesofsmallandmicro enterprises,andthenbasedontheactualsituationofIndustrialandCommercialBank ABranch,analyzesthecurrentstatusandexistingproblemsofthesmallandmicro enterprisecreditbusinessofabranchthroughaquestionnairesurvey.The investigationfoundthatatpresent,thesmallandmicroenterprisecreditbusinessofA Branchhasproblemssuchasrelativelycomplicatedcreditapprovalflows,the phenomenonof"terroristloans"bycreditpersonnel,lackofnewproduct implementation,andinadequateriskmanagementsystems.Variance,inaccurate positioning,seriousproducthomogeneity,andbackwardservicemarketingconcepts. Basedonthesurveyresults,thisarticleconsidersthedevelopmentstrategyofsmall andmicroenterprisecreditbusinessfromthreegeneraldirections,includinginternal systemoptimization,smallandmicroenterprisecreditbusinesspersonneladjustment, andsmallandmicrocreditbusinessinnovationstrategies.Thecorresponding safeguardmeasureswereputforward. Keywords:SmallAndMicroEnterprises;CreditBusiness;DevelopmentStrategy; InclusiveFinance. III 目录 摘要........................................................................................................................I Abstract......................................................................................................................II 目录....................................................................................................................III 1.绪论............................................................................................................................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..............................................................................................2 1.2研究思路与内容.............................................................................................2 1.3研究方法.........................................................................................................3 1.4主要创新点与存在的不足.............................................................................4 1.4.1主要创新点..........................................................................................4 1.4.2存在的不足..........................................................................................4 2.小微企业信贷业务的研究现状与理论基础..........................................................5 2.1小微企业的定义和特点.................................................................................5 2.2小微企业信贷业务相关研究..........................................................................6 2.2.1小微企业信贷业务的特点...................................................................6 2.2.3小微企业信贷业务的影响因素...........................................................8 2.3银行信贷业务发展策略的理论基础...........................................................10 2.3.14Ps营销理论.....................................................................................10 2.3.2信息不对称理论................................................................................10 2.3.3信贷配给理论.....................................................................................11 3.工商银行A分行小微企业信贷业务的现状分析................................................12 3.1工商银行A分行小微信贷业务概况...........................................................12 3.2基于客户视角的工商银行A分行小微信贷业务问卷调查........................14 3.3.1调查对象分析.....................................................................................14 3.3.2问卷设计.............................................................................................14 3.3.3问卷发放与回收.................................................................................15 3.3.4问卷调查结果与分析.........................................................................15 4.工商银行A分行小微信贷业务的问题与挑战......................................................23 4.1工商银行A分行小微信贷业务的问题.......................................................23 IV 4.2工商银行A分行小微信贷业务问题原因分析...........................................24 4.2.1客户经理素质参差不齐.....................................................................24 4.2.2A分行定位不准确.............................................................................25 4.2.3小微企业的服务营销观念落后........................................................25 4.2.4产品同质化严重................................................................................26 4.3工商银行A分行小微信贷业务面临的挑战...............................................26 5.工商银行A分行小微信贷业务的发展策略..........................................................29 5.1内部体制优化...............................................................................................29 5.1.1审批流程的优化.................................................................................29 5.1.2风险防控机制的优化........................................................................29 5.1.3授信机制的优化................................................................................30 5.2完善小微信贷人员体系...............................................................................30 5.2.1强化专业知识培训.............................................................................30 5.2.2转变信贷人员观念.................