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標題: Does Long-Term Customer Relationship Matter? -Effect of Banks'New Customer Ratio
長期顧客關係重要嗎? -銀行新客戶比的影響
作者: Wu, Min-Tzu
關鍵字: banking relationship
customer relationship management
non-performing loan
operating expense
出版社: 企業管理學系所
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摘要: Reducing non-performing loan rate(NPL rate)and operating expense are two vital issues for banks. In this study, in order to understand how important banking relationship is, we investigate the effect of banks' new customer ratio on banks' NPL rate and operating expense. Our selected samples consist of commercial loans credited by the public issuing banks in Taiwan and are drawn from TEJ. The time period is from 1997 to 2008. We order all sample banks from small to large and divide them into four groups, i.e., Q1, Q2, Q3 and Q4 respectively. Employing the multiple regression model, we obtain empirical results summarized as follows. In sample Q4(the largest banks), when a bank's new customer ratio increases, its NPL rate will raise. In sample Q3(the second largest banks), a bank's new customer ratio is also positively correlated with its operating expense. The empirical findings indicate that long-term customer relationship can alleviate information asymmetry. In other words, banks can identify good customers who make contribution to profit from bad customers who damage profit. Moreover, bank-borrower relationship can save banks' searching costs and monitoring costs. Therefore, we suggest that big banks focus on old customers and keep maintaining the relationship with them to reduce its NPL rate and operating expense.
授信品質是影響銀行體質與獲利能力的主因,因此如何降低逾放比一直是各家銀行關心的議題;另外,如何在國內如此競爭的市場環境中生存,設法降低營運成本(營業費用)亦是銀行刻不容緩的課題。是故,本研究藉由探討銀行擁有的新客戶比對於其逾放比與營業費用的影響,來了解銀行往來關係(長期顧客關係)所扮演的角色及其重要性。 本篇以國內上市上櫃公開發行銀行的企業放款資料為研究樣本,研究期間自西元1997至西元2008年,並且將樣本依照總資產大小排序分成四群,從小至大分別為Q1、Q2、Q3及Q4。而實證結果發現,Q4樣本群(擁有最多資產的大銀行)的新客戶比與逾放比呈正相關,即當大銀行擁有的新客戶比提高時,其逾放比會隨之提高。而Q3樣本群(擁有次多資產的次大銀行)新客戶比對其營業費用有顯著的正向影響,亦即次大銀行的營業費用會隨著其新客戶比例提高而增加。 本研究建議大銀行應該將焦點擺在留住舊顧客,而非一味地網羅新顧客,因為長期的銀行往來關係可以有效減緩大銀行與貸款企業間資訊不對稱的問題,進而能夠更準確分辨借款戶是否具有利潤貢獻?亦或是會侵蝕利潤?使銀行能將組織資源投資在刀口上。另外,由於銀行家數過多(over-banking)導致網羅顧客的成本不斷上升,相對地,穩定的顧客關係可以降低銀行的資訊搜尋成本及監督成本,所以對於國內的大型銀行而言,致力於留住舊顧客是最佳的策略。
其他識別: U0005-0807200914262600
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