| dc.description.abstract | The objective of the thesis is to identify and develop a competency model of Collectors in Consumer Banking by an empirical study. The study is based on a survey of seven consumer banks or financial companies in Taiwan. The study flow is arranged in the sequence of literature review, an organization analysis and fieldwork, behavioral event interview, building of competency framework, development of competency questionnaire, survey in 7 consumer banking companies, and statistical validation.
Four competency dimensions for the job of Collector in Consumer Banking have been identified by factor analysis: (1) Communication and Interpersonal Understanding (2) Achievement Orientation (3) Teamwork and Cooperation (4) Basic Legal Knowledge. According to reliability test, alpha value of each dimension is higher than 0.7 suggesting its consistency. Of the four dimensions, Achievement Orientation is most prominent over other dimensions. Regression analysis has proved that the competency model built is a reliable predicator of a collector’s performance in a consumer bank. Also, the competency model is statistically meaningful to the seven companies under survey.
With the build-up of the competency model, it is suggested that the model can be extensively utilized in human resources processes ranging from recruiting, selection, training & development and to compensation design. It will improve or enhance organization’s effectiveness eventually. | en_US |