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| Title: | 關於金融裁罰、客戶抱怨與公平待客的三篇論文
Three essays on financial penalties, customers complaints and treating customers fairly |
| Authors: | 劉冠麟
Liu, Kuan-Lin |
| Contributors: | 許永明
Shiu, Yung-Ｍing
劉冠麟
Liu, Kuan-Lin |
| Keywords: | 金融裁罰
決定因子
人壽保險業
規模
調節效果
公平待客
Financial Penalties
Determinants
Life Insurers
Size
Moderating Effect
Treating Customers Fairly |
| Date: | 2025 |
| Issue Date: | 2025-09-01 16:02:19 (UTC+8) |
| Abstract: | 抱怨頻繁的公司，應更容易受到主管機關的裁罰。然而，金融消費評議中心與金融監督管理委員會兩者在制度上獨立運作，法令規範亦無直接連結。此外，主管機關近年高度重視「金融服務業公平待客原則」，要求金融機構應誠信及公平對待每一位消費者。基於前述的討論，本研究採用人壽保險業受裁罰的金額與次數、申訴率與評議率以及公平待客獲獎情形，藉由公司的特徵值與外部監理環境作為解釋變數，以實證方法討論「金融裁罰」、「客戶抱怨」與「公平待客」三個重要且有趣的議題。
第一篇研究聚焦於人壽保險業裁罰的決定因子。依據主管機關對於裁罰事件的分類，在重大裁罰部分，民營且流動性較高的公司其罰鍰金額與次數均較高；在非重大裁罰方面，規模大、申訴率高、民營及屬於金控體集團的公司，面臨較多的裁罰次數與金額。資本短缺與流動性高的業者，以及在監理強度較高、首長係由文官出身者轉任的年度，其非重大裁罰的次數顯著較多。
第二篇進一步檢視客戶抱怨與裁罰的關係。客戶抱怨以申訴率與評議率為代表，裁罰事件同樣地分有重大與非重大兩類。實證結果顯示，申訴率或評議率較高的公司，確實會承擔更多非重大裁罰的罰鍰。文章進一步以公司規模作為調節變數後發現，規模愈大，申訴率與評議率對非重大裁罰的影響均更為顯著，且評議率的影響程度強於申訴率。
第三篇研究則將焦點放在公平待客原則獲獎的影響因素。研究結果顯示，銷售投資型保單的比重愈高，公司獲得公平待客獎項的機率愈低。若進一步區分公司規模，在大公司樣本中可觀察到：規模愈大、投資型保單銷售較少、重大裁罰金額較低以及業務員定著率較高的公司，更有可能獲得公平待客獎項。
本論文透過三篇文章分別探討「金融裁罰」、「客戶抱怨」與「公平待客」三大主題，其貢獻在於補足既有文獻關於裁罰、客戶抱怨與公平待客議題之不足。不僅能推進學術領域的研究成果，亦能為監理機關制定政策、業者精進經營，以及消費者進行交易決策，提供具體且具價值的參考依據。
Companies with frequent customer complaints should get more penalties. However, the Financial Ombudsman Institution (FOI) and the Financial Supervisory Commission (FSC) operate independently, with no direct legal link as well. Furthermore, the regulatory has promoted the “Treating Customers Fairly” (TCF) principle, which requires financial institutions to provide services with integrity and fairness. Based on the foregoing discussion, this dissertation based on life insurance data, employ firms’ level, regulatory environment as explanatory variables, examines the relationships among financial penalties, customer complaints, and TCF.
The first paper examines determinants of life insurance penalties. Penalties are categorized as material or non-material – in accordance of the FSC. In cases of material penalties, private and firms with higher liquidity tend to have greater penalty amounts and frequencies; on non-material penalties, larger firms, those with higher complaint ratio, privately owned, and those belonging to a financial holding company tend to exhibit characteristics of both higher penalty amounts and frequencies. Regarding firms with less capital and higher liquidity, as well as years with enhanced regulatory intensity and the head of FSC was transitioned from a civil servant, there are more non- material penalty counts in that year.
The second article further examines the relationship between customer complaints and penalties. Customer complaints are represented by complaint and ombudsman ratio, and penalties are categorized as major and non-material as well. Empirical results show that companies with higher complaint or ombudsman ratio are more likely to incur non-material penalties. The article further moderates company size and finds that that larger companies amplifies the impact of both complaint and ombudsman ratios on non-material penalties, with the ombudsman ratio having a stronger moderating effect than the complaint ratio.
The third study investigates the determinants of awards for TCF. The findings indicate that firms with higher sales of investment-type insurance products exhibit a reduced likelihood of receiving TCF award. When further distinguishing by firm size, within larger firms reveals that greater firm size, lower sales of investment-type policies, reduced amounts of major penalties, and higher salesperson retention rates are all associated with an increased likelihood of receiving TCF awards.
This dissertation explores the three core topics of "financial penalties," "customer complaints," and "TCF". It aims to supplement the existing literature by advancing academic research and providing concrete, valuable insights. These can help supervisory in policy formulation, businesses in operational improvement, and consumers in their decision-making. |
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第二篇
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第三篇
一、中文文獻
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| Description: | 博士
國立政治大學
風險管理與保險學系
108358502 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0108358502 |
| Data Type: | thesis |
| Appears in Collections: | [風險管理與保險學系] 學位論文
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