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

Author

Listed:
  • Emmanuel Paulino

    (De La Salle University Dasmarinas)

  • Ronald Romero

    (Pamantasan ng Lungsod ng Maynila (University of the City of Manila))

  • Paulo Noel Mazo

    (Pamantasan ng Lungsod ng Maynila (University of the City of Manila))

  • Ronaldo Tan

    (Pamantasan ng Lungsod ng Maynila (University of the City of Manila))

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. Key Words:Credit Risk Management, Resilience, Non-bank Financial Institutions, Customer Relationship Management, Moderation Analysis, Organizational Stability

Suggested Citation

  • Emmanuel Paulino & Ronald Romero & Paulo Noel Mazo & Ronaldo Tan, 2025. "Strengthening resilience: the synergistic role of credit risk and customer relationship management in non-bank financial institutions," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 14(1), pages 17-26, January.
    • Handle: RePEc:rbs:ijbrss:v:14:y:2025:i:1:p:17-26
    DOI: 10.20525/ijrbs.v14i1.3839
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