Journal of
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Forum | Papers » Banks’ reputation from the perspective of retail customers

Banks’ reputation from the perspective of retail customers

Luciano Munari, Massimo Regalli, Beatrice Ronchini, Maria Gaia Soana
July-August 2011 - n°7/8
Jel codes: G20, G28

Corporate reputation is a critical success factor in financial industry. It can positively affect revenues, profit margins, and economic performance but it can also generate significant economic and financial losses. Most studies on reputational risk in financial institutions have focused on the measurement of reputational damage due to operational losses in listed banks.This paper suggests a method to estimate the expected losses of reputational risk although limited to retail customers: we find reputational risk drivers for customers through a questionnaire and then we suggest a method to link their induced behaviour to bank margins.

 

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