臺灣博碩士論文加值系統

本研究藉由資料包絡分析法（Data Envelopment Analysis）來衡量分行經營績效。採用高端客戶資產存款量、非高端客戶資產存款量、總資產存款量、有效產生資產量外幣存量、理專人數、高端資產客戶人數、非高端資產客戶人數為投入變數；以分行收益、理專平均生產力、櫃員平均生產力、分期保險收益、基金收益、投資型保險收益、保險收益、其他產品收益為產出變數，進行績效評估。除此之外，本研究將C銀行的分行經營績效進一步區分「產品收益來源」、「客戶高低資產群體」、「分行地處平均所得水準高低區域」、「相關人員年資」及「人員技能數」間的關係，以探究經營效率之良窳。實證結果顯示：一、分行經營績效整體規模無效率主要歸因於技術無效率，應優先在技術無效率提升改善；二、在產品收益來源上，保險、基金、多元投資包含ETF、海外債券、結構型商品及美股與換匯為分行收益基本盤。掌握時事如人口老化及年金改革等退休議題，促發客戶需求將資產配置轉於投資並具月配息金流而身故保障可指定身故受益人之投資型保險規畫，對分行經營績效有明顯助益。三、在客戶高低資產群體分類上，結果顯示有效率之分行在經營收益上依賴高資產客戶之比率較低，其大部分收益均是採取廣耕方式尋找客戶所獲得。四、在分行地處屬高所得區塊之分行經營收益未必表現較佳，經營上必須做出差異化才有可能突破重圍創造好成績。五、理專年資及分行經理年資愈大對於客戶經營關係深度及客戶需求較能精準掌握，著重人才的培才育才留才，對於分行經營績效有幫助。六、提升理專專業能力如銷售產品技能較能創造商機掌握客戶需求，提供客戶較多元理財規劃配置以降低分行經營風險，對分行經營績效有明顯助益。

This study measures the operating performances of the bank branches by Data Envelopment Analysis. The input variables include high-end customer asset deposits, non-high-end customer asset deposits, total asset deposits, foreign currency deposits with effective assets increase, number of financial advisors(FA), number of customers with high-end assets, and number of customers with non-high-end asset. Besides, the branches income, average FA productivity, average teller productivity, installment insurance income, mutual fund income, investment-type insurance income, insurance income, and other product income are output variables for performance evaluation. In addition, this study further classifies the cause and effect of the operating performance of the branches of C Bank into "product revenue sources", "customer high-low asset groups", and "high-low income areas of branches" to explore operational efficiency. The empirical results show that: First, the overall inefficiency of the branches' operating performance is mainly attributed to the technical inefficiency, which should be improved first. Second, in terms of product revenue sources, insurance, mutual funds, and diversified investments include ETFs, overseas bonds, structured financial products, and US stocks and exchanges are the basic income of branches. The followings include mastering current affairs such as population aging and annuity reform and other retirement issues, promoting customer demand to transfer asset allocation to investment and monthly interest payment, and decreasing term insurance with assignment to the investment-type insurance plan for the deceased beneficiary are really good to the branch's operating performances. Third, in the classification of high and low asset groups of customers, the results show that the efficient branches are lower in the proportion of high-asset customers in operating income, and most of the performance are obtained by looking for customers through extensive deep-relationship building. Fourth. The operating income of the branches located in the high-income residential area of the branches may not be better, and it is necessary to make a difference in management to break through the difficulties and create good results. Fifth. Branches with poor performance can improve their business performance by improving their skills, instilling financial concepts, developing new clients, and cultivating and deepening relationships with existing customers. Sixth. Enhance the professional ability of FAs, such as selling product skills to create business opportunities to grasp customer needs and to provide customers with more financial plans to reduce the branch business risks. All the above can significantly benefit the branch's business performance.

摘要　　　　　　 i
ABSTRACT ii
誌　謝 iv
目　錄 v
表目錄 viii
圖目錄 x
第 一 章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究架構 4
1.4 研究限制 4
第 二 章 文獻探討 5
2.1 銀行經營績效評估相關研究 5
2.1.1 國內文獻回顧 5
2.1.2 國外文獻回顧 10
第 三 章 研究設計 15
3.1 研究對象 15
3.2 變數及資料選取 15
3.3 方法論 16
第 四 章 實證分析 19
4.1 分析樣本介紹 19
4.2 經營績效分析 20
4.3 影響分行經營績效效率性相關因素分析 24
4.3.1 投入項變數因素探討 24
4.3.2 產出面變數與經營績效相關分析 27
4.3.3 其他因素探討 35
4.3.4 彙整分析結果 43
第 五 章 結論與建議 49
5.1 結論 49
5.2 建議 53
5.3 研究限制與後續研究建議 54
參考文獻 56
壹、國內文獻 56
貳、國外文獻 57

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