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

Emmanuel Paulino, Ronald Romero, Paulo Noel Mazo and Ronaldo Tan
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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)

International Journal of Research in Business and Social Science (2147-4478), 2025, vol. 14, issue 1, 17-26

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

Date: 2025
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