| Summary: | 碩士 === 長庚大學 === 企業管理研究所在職專班 === 97 === The overdue rates of consumer loans are deteriorating while the banks are suffering from the financial crisis. In order to enhance their employees’ skill in loan collection, banks often introduce many educational and on-job training courses. This thesis is to explore the impacts of on-job training to bank employees in loan collection departments and investigate which ones among 6 skill-training indicators (customer relation maintenance, time management, problem solving, listening to customers, negotiation, and loan collection verification) are crucial to their skill improvement.
In this research, empirical study is carried out for the total 109 workers in all the loan collection departments in a chosen bank. Those who either took job transfers or managed by their objectives to make complete data impossible are then excluded from this study. Statistical results from the finalized 57 samples show that on-job training can improve employees’ loan collection production (the number of loans successfully collected) and recovery capability (the successfully collected cash amount), in the sense that the average values increase. By linear regression we further find skill of customer relation maintenance is the only one training indicator that significantly correlates to employees’ loan collection production capabilities. In all, banks employees can certainly benefit from their on-job training. In addition, if the bank management aims to improve their loan collectors’ production capabilities, then the top priority could be to improve the employees’ customer relation maintenance skill.
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