은행의 연체관리가 수익성에 미치는 영향

[Purpose] This study examines whether the performance of delinquency management, operated as a key performance indicator in banks, enhances profitability. [Methodology] Utilizing performance evaluation data from individual bank branches, this paper analyzes the relationship between delinquency management performance and other key performance indicators, focusing on customer satisfaction, allowance for bad debts, loan assets, and profitability. [Findings] The analysis reveals that, first, customer satisfaction positively influences delinquency management performance, and better performance in prior periods leads to higher current delinquency management performance, indicating the importance of continuous customer management. Second, effective delinquency management is associated with a lower increase in allowance for bad debts and a significant growth in loan assets. Third, delinquency management performance has a positive impact on profitability. Finally, while loan assets positively affect profitability, branches that fail to achieve delinquency management goals have a relatively lower effect on enhancing profitability. [Implications] This study makes meaningful contributions by showing that bank delinquency management positively influences loan assets and profitability as intended. Moreover, it suggests that delinquency management is ultimately a result of customer management, and that expansion of loan assets without accompanying delinquency management has a limited impact on profitability improvement.