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Reputation of the Banking Sector in 2020: Key Results and Conclusions
,
Jacek Gieorgica
https://doi.org/10.26354/bb.5.3.80.2020
Abstract
The aim of this paper is to present the main results of the recent "Banking Reputation" study, as well as significant correlations that accompany various levels of reputation score. Empirical research was carried out on a nationwide representative sample of N = 1000 inhabitants of Poland. Interviews were conducted using the CAPI method in February 2020. According to the majority of the population in Poland banks have a good reputation, although there is a fraction which states otherwise. The general reputation index places the banking sector in the area of good reputation second year in a row. Last year banks in Poland managed to limit the quantity of their customers’ negative experiences. Perceived bad publicity was also lower than a year before, however, the level of customers’ satisfaction also decreased. It is argued that direct customers’ experience with banks positively influences their reputation score.
Keywords:
banks , reputation , trustJEL Codes
G41; M31; M52; E71; G10Download files
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Vol. 80 No. 3 (2020)
Published: 2020-10-21
10.26354
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.