Bank Reputation in Australia: A View from the Inside
Dr Ameeta Jain, Prof Monica Keneley, Mrs Dianne Thomson (2014) vol. , pp. 29-34, JASSA : The Finsia Journal of Applied Finance, Melbourne, Vic.,
6 Pages Posted: 29 Jun 2017
Date Written: March 28, 2014
Abstract
This paper investigates management perceptions of bank reputational problems. Interviews with senior bank officials identified several factors that were recognised as impacting negatively on bank reputation; including profits, fees and charges, executive salaries and reactions to changes in monetary policy. Together with media and political commentary these have contributed to the poor public view of banks and increased reputational risk, which can only be mitigated by improving the bank/customer relationship. Measures to increase customer satisfaction ratings, such as fee reductions, improved environmental and social responsibility performance along with community engagement have been employed within the banking industry and have been successful in realigning community expectations.
Keywords: Bank reputation, corporate reputation, reputational risk
Suggested Citation: Suggested Citation