Strengthening resilience: the synergistic role of credit risk and customer relationship management in non-bank financial institutions

Abstract

This study investigates the impact of Credit Risk Management (CRM) on resilience in non-bank financial institutions (NBFIs) and explores how Customer Relationship Management (CREM) moderates this relationship. Using Partial Least Squares Structural Equation Modeling (PLS-SEM) with data from credit risk managers in the National Capital Region, the study finds that CRM significantly enhances resilience. Moreover, CREM strengthens the impact of credit risk management on resilience, demonstrating a synergistic effect. The findings suggest that NBFIs should integrate CRM and CREM strategies to improve organizational resilience, offering a valuable framework for enhancing stability amidst economic challenges.

Keywords: {'name': 'Credit Risk Management'}, {'name': 'Resilience'}, {'name': 'Non-bank Financial Institutions'}, {'name': 'Customer Relationship Management'}, {'name': 'Moderation Analysis'}, {'name': 'Organizational Stability'}

Authors & affiliations

Emmanuel Paulino
Affiliation not supplied

Ronald Romero
Affiliation not supplied

Paulo Noel Mazo
Affiliation not supplied

Ronaldo Tan
Affiliation not supplied

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