Sustainable Financial Service Innovation Design for Small Loan Business at C Commercial Bank – A Process Chain Network Analysis
| Autor: | JHANG,SIN-YU, 張心瑜 |
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| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 In recent years, with the rapid advancement of technologies, the commercial competition intensity has increased dramatically in the banking industry. Commercial banks must continue to innovate to cope with the intensified competition. Technology has brought challenges to the status quo of the traditional banking industry and the technology strategy of banks must adopt customer-centric and sustainability perspective, constantly developing innovative customer value creation services into their process design to create new values for their customers and supply chain to ensure their competitiveness. Currently, with the clear shifting of the bank loan business from the business loan to the consumer microcredit loan, the consumer loan market has entered an era of fierce competition; however, there are very few studies in the area of consumer microcredit loan. Thus, it is important to investigate how a bank can develop a better value proposition for its consumer microcredit loan business. This study intends to fill this gap in the literature. The Process Chain Network (PCN) analysis method is used to explore the innovative service design of the consumer microcredit loan business of a large commercial bank to reduce unnecessary steps and streamline service processes, resulting in the optimization of the loan process. This study conducts the service process auditing interviews with selected customers and operations staff to examine the entire loan workflow. The auditing results provide valuable feedback in terms of the most valuable and problematic steps in the current loan process. These information are used to redesign the current loan process such that a much better future loan process is developed and proposed to reduce several non-value added process steps and adopt FinTech to replace highly interactive steps to independent steps that allow customers to shorten their loan application time dramatically and get the funds much faster than before. This study also looks into how the consumer microcredit loan can support Goal 8 and 12 of the UN Sustainable Development Goals (SDGs), expanding the value proposition from the traditional business scope to sustainability scope to achieve sustainable financial service goals of the case bank. The contributions of this study can be summarized in several areas. First, it is the first exploration in the banking research into the consumer microcredit loan service process redesign. Second, even though the PCN method is popular in the western service industry researches, this study is perhaps the first in-depth application of PCN method in Taiwan and in banking industry, in particular. Third, the study is also valuable since it has incorporated sustainable Goal 8 and 12 of UN SDGs into the consumer microcredit loan service process redesign, rarely done in the past banking industry studies. The findings of this study provide valuable foundation for future Taiwanese researchers who may be interested in applying PCN method or investigating the consumer microcredit loan business. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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