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

See all articles by Ameeta Jain

Ameeta Jain

Deakin University - Faculty of Business and Law

Monica Keneley

Deakin University

Dianne Thomson

Deakin University - School of Accounting, Economics and Finance

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

Jain, Ameeta and Keneley, Monica and Thomson, Dianne, Bank Reputation in Australia: A View from the Inside (March 28, 2014). Dr Ameeta Jain, Prof Monica Keneley, Mrs Dianne Thomson (2014) vol. , pp. 29-34, JASSA : The Finsia Journal of Applied Finance, Melbourne, Vic.,, Available at SSRN: https://ssrn.com/abstract=2994464

Ameeta Jain (Contact Author)

Deakin University - Faculty of Business and Law ( email )

Burwood, Victoria 3215
Australia

Monica Keneley

Deakin University ( email )

Burwood, Victoria 3215
Australia

Dianne Thomson

Deakin University - School of Accounting, Economics and Finance ( email )

221 Burwood Highway
Burwood, Victoria 3215
Australia

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