貸款代辦業服務產出之初探

近年來貸款代辦公司如雨復春筍般設立，在銀行消金業務如此競爭激烈情況下，意外的是，代辦公司不但有生存餘地，且業務更是成長迅速。全體銀行有近八成的消費性貸款來自代辦業。究竟代辦公司由何能耐，得以在眾多銀行及其資源下，仍然擁有份量不小的業務？從通路的觀點看，貸款代辦公司屬銀行與消費者之間的中間商，本研究以通路結構中之服務產出(service outputs)觀點，來探討代辦公司之價值所在。透過深度訪談10家銀行業者以及5家代辦公司，歸納出幾點結論：產品包裝與組合、便利性、等候時間、產品多樣性及售後服務，為代辦公司所提供之主要產出價值。在通路結構中，代辦業之中介角色具獨特優勢，不易被取代，由銀行轉投資成立代辦公司不失為一有效策略。

Keywords

代辦業；通路結構；服務產出；訪談法

Parallel abstracts

In recent years, loan agents in Taiwan have been mushrooming. In facing to competition from numerous foreign and local banks, the loan agents can not only survive well but also grow rapidly. Their businesses accounted for 80% of the total consumption loans in 2003. What is the service value of the loan agents? From a channel perspective, a loan agent is an intermediator between banks and consumers. This study integrates service outputs theories elicited from channel structure literature to explore the sources of the service value of loan agents in Taiwan. Based on in-depth interviews with ten bankers and five loan agent associates, five major service outputs are identified: bulk-breaking, spatial convenience, waiting time, product variety and after-sale service. The role of loan agent could not be easily replaced for its unique advantages. To set up a loan agent by banks might be a useful strategy. The findings have many implications for bankers, loan agents and consumers.