普惠金融與客戶滿意度的關聯性研究： 全球十大銀行案例分析

Abstract

本研究探討全球前十大銀行如何在其企業策略中策略性地整合普惠金融，並分析其與顧客滿意度及員工投入度之間的關聯性。隨著金融機構日益重視環境、社會與治理（ESG）原則，普惠金融已成為推動公平經濟成長的重要驅動力。透過對ESG與多元、平等與共融（DEI）報告的基準分析，本研究揭示全球銀行如何將普惠金融融入其營運之中，提供針對弱勢族群（如小型企業與偏鄉社區）量身打造的產品與服務。儘管在滿意度指標揭露方面仍存在資料限制，諸如《富比世全球最佳銀行榜》等次級資料來源仍提供了寶貴的洞見。研究結果顯示，普惠金融有助於實現更廣泛的組織目標，包括品牌信任與利害關係人忠誠度，然而其與顧客滿意度及員工投入度之間的直接關聯性仍不明確。本研究亦探討對台灣銀行的啟示，強調加速數位轉型、促進多世代員工共融，以及遵循不斷演進的ESG規範（如台灣證券交易所要求揭露員工滿意度調查結果）之必要性。最終，研究指出普惠金融不僅是道德上的責任，更是銀行在以使命為導向的金融環境中提升績效、韌性與社會影響力的策略性機會。

This study explores the strategic integration of inclusive financing within the corporate strategies of the world’s top 10 banks, examining its relation on customer satisfaction and employee engagement. As financial institutions increasingly align with Environmental, Social, and Governance (ESG) principles, inclusive finance has emerged as a key driver of equitable economic growth. Through a benchmark analysis of ESG and DEI reports, this research identifies how global banks embed inclusive finance into their operations, offering products and services tailored to underserved populations, including small enterprises and rural communities. While data limitations persist, particularly in the disclosure of satisfaction metrics, secondary sources such as the Forbes World’s Best Banks list provide valuable insights. Findings suggest that inclusive finance contributes to broader organizational goals, including brand trust and stakeholder loyalty, though its direct correlation with customer satisfaction and employee engagement remains inconclusive. The study also discusses implications for Taiwanese banks, emphasizing the need to accelerate digital transformation, foster multigenerational workforce inclusion, and comply with evolving ESG regulations, such as the Taiwan Stock Exchange’s new requirement to disclose employee satisfaction survey results. Ultimately, the research highlights inclusive finance not only as a moral imperative but as a strategic opportunity for banks to enhance performance, resilience, and social impact in a purpose driven financial landscape.