銀行消費金融部門業務人員利益衝突決策之研究

A Research on Sales Person’s Conflict of Interest Decision: The Case of Bank Loaning

由於面臨激烈的競爭，銀行業授信人員的業績壓力也越來越大。一方面必須承擔業務目標的達成率，另一方面卻也面臨授信標準放鬆可能導致的違約風險，這也導致銀行業的授信人員經常面臨利益衝突問題。因此，本論文主要目的在探討銀行業務人員面臨利益衝突時的決策行為，內控人格、道德敏感度、社會系絡與利益衝突決策之關係。本研究採問卷調查法，是以金融控股公司旗下子公司，A銀行業消費金融部門業務人員為研究對象。發放對象為北部放款區域中心房屋貸款業務人員150名，全數發放，共計發出150份，回收128份，扣除其中5份無效問卷，有效問卷共計123份，有效問卷回收率為82％，所得資料以敘述性統計、信度分析、皮爾森積差相關分析與多元迴歸分析等方法進行檢驗。本研究得到結論如下：1.內控人格的業務人員在利益衝突決策時，不會採取迴避的策略，但是否採取自利策略則無顯著關聯；2.業務人員的道德敏感度與利益衝突決策有顯著關聯，敏感度高的員工，面臨利益衝突決策時，會傾向於採行迴避策略；3.業務人員在高道德共識的社會系絡中，面臨利益衝突決策時，不會採取自利策略；4.業務人員在高度競爭的社會系絡中，面臨利益衝突決策時較傾向選擇自利的策略。本研究並依據文獻探討及實證研究結果，提出建議，提供金融業倫理管理方面或其他企業及未來相關研究之參考。

Due to fierce competition, the performance pressure of bank lending personnel is also growing. On one hand, bank lending personnel are responsible for the credit loan goal; on the other hand, they also have to take the risk of default caused by the relaxation of credit standards. This also leads to bank lending personnel’s conflict of interest in loan decision. Therefore, the main purpose of this study is to investigate the decision-making behavior of banking personnel facing interest conflict, as well as the associations among internal locus of control personality, moral sensitivity, social context and interest conflict decision. This study used questionnaire survey and took the business personnel of consumer finance sector in A Banking, which is a subsidiary of a financing holding company, as the study subject. The questionnaires were distributed to 150 housing loan personnel of northern loan regional center. A total of 150 questionnaires were issued; 128 questionnaires were recovered; 5 invalid questionnaires were deducted; there were a total of 123 valid questionnaires, with the effective recovery rate being 82%. The obtained information were verified through descriptive statistics, reliability analysis, Pearson correlation analysis and multiple regression analysis. Conclusions of this study are drawn as follows. 1. The internal locus of control personality and interest conflict decisions of personnel are partly significantly associated; 2. The moral sensitivity and interest conflict decisions of personnel are partly significantly associated; 3. The moral consensus and interest conflict decisions of social context factors are partly significantly associated; 4. The competitive context and interest conflict decisions of social context factors are partly significantly associated. This study also proposed recommendations as reference for the ethical management of the financial industry or other businesses and future research based on literature review and empirical findings.