IDEAS home Printed from https://ideas.repec.org/a/pal/crepre/v26y2023i1d10.1057_s41299-021-00135-3.html
   My bibliography  Save this article

An Investigation of Consumers’ Negative Attitudes Towards Banks

Author

Listed:
  • Samer Elhajjar

    (NUS Business School)

Abstract

The purpose of this research is to investigate the consumers’ negative attitudes towards Lebanese banks. We conducted two different studies. The first one sought to explain the consequences of negative attitudes towards banks by interviewing 22 individuals. The second study examined practitioners’ perceptions of consumers’ negative attitudes towards banks through 16 in-depth interviews with marketing executives, employees, and managers from different hierarchy levels. Our findings identify the negative consequences of consumer attitudes to the banks and present a list of suggestions for banks to build their reputation, drive customer engagement, and improve their image.

Suggested Citation

  • Samer Elhajjar, 2023. "An Investigation of Consumers’ Negative Attitudes Towards Banks," Corporate Reputation Review, Palgrave Macmillan, vol. 26(1), pages 54-63, February.
    • Handle: RePEc:pal:crepre:v:26:y:2023:i:1:d:10.1057_s41299-021-00135-3
    DOI: 10.1057/s41299-021-00135-3
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41299-021-00135-3
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41299-021-00135-3?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Huang, Ching-Yuan & Chou, Chia-Jung & Lin, Pei-Ching, 2010. "Involvement theory in constructing bloggers' intention to purchase travel products," Tourism Management, Elsevier, vol. 31(4), pages 513-526.
    2. Sheena Lovia Boateng & Bedman Narteh, 2016. "Online relationship marketing and affective customer commitment – The mediating role of trust," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(2), pages 127-140, June.
    3. Véronique Collange & Adrien Bonache, 2015. "Overcoming resistance to product rebranding," Post-Print halshs-01288018, HAL.
    4. Emmanuel Mogaji & Temitope Farinloye & Stella Aririguzoh, 2016. "Factors shaping attitudes towards UK bank brands: An exploratory analysis of social media data," Cogent Business & Management, Taylor & Francis Journals, vol. 3(1), pages 1223389-122, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Waqar Younas & K. Ramanathan Kalimuthu, 2021. "Telecom microfinance banking versus commercial banking: a battle in the financial services sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 67-80, June.
    2. Isabelle Brun & Lova Rajaobelina & Line Ricard & Annick Fortin, 2017. "Impact of website characteristics on relationship quality: a comparison of banks financial cooperatives," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(4), pages 141-149, December.
    3. Xiuqun Chen & Shun-Chi Yu & Xuemei Sun & Dan Wang, 2023. "Investigating the Influence of Brand Communication and Brand Trust on Customer Commitment: An Examination from the Perspective of Customer Perception," Advances in Decision Sciences, Asia University, Taiwan, vol. 27(2), pages 166-195, June.
    4. Amaro, Suzanne & Duarte, Paulo & Henriques, Carla, 2016. "Travelers’ use of social media: A clustering approach," Annals of Tourism Research, Elsevier, vol. 59(C), pages 1-15.
    5. Rian Beise-Zee, 2022. "Brand equity retention after rebranding: a resource-based perspective," Journal of Brand Management, Palgrave Macmillan, vol. 29(2), pages 208-224, March.
    6. Sonja Fourie & Michael Goldman & Michael McCall, 2023. "Designing for loyalty programme effectiveness in the financial services industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 502-525, September.
    7. Kuo-Chien Chang, 2017. "Feeling leads to believing: a Kansei-based approach to explore website users’ purchase intention in the travel agency sector," Information Systems and e-Business Management, Springer, vol. 15(1), pages 21-50, February.
    8. Sergio Da Silva & Barbara Espirito Santo & Felipe Sigrist & Raul Matsushita, 2022. "Reciprocity vs. Commitment in Bank Marketing Strategies," International Journal of Business, Economics and Management, Conscientia Beam, vol. 9(3), pages 84-92.
    9. Mirza A. Haq, Arsalan Mujahid Ghouri, 2017. "Distinctive Characteristics of Mobile Advertising in Measuring Consumers' Attitude: An Empirical Study," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 4(2), pages 199-216, October.
    10. Suzanne Amaro & Paulo Duarte, 2017. "Social media use for travel purposes: a cross cultural comparison between Portugal and the UK," Information Technology & Tourism, Springer, vol. 17(2), pages 161-181, June.
    11. Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
    12. Untung Rahardja & Tanaporn Hongsuchon & Taqwa Hariguna & Athapol Ruangkanjanases, 2021. "Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality," Sustainability, MDPI, vol. 13(20), pages 1-20, October.
    13. Mohammed Jabreel & Assumpció Huertas & Antonio Moreno, 2018. "Semantic analysis and the evolution towards participative branding: Do locals communicate the same destination brand values as DMOs?," PLOS ONE, Public Library of Science, vol. 13(11), pages 1-29, November.
    14. Ku, Hsuan-Hsuan & Shang, Rong-An & Fu, Yi-Fan, 2021. "Social learning effects of complaint handling on social media: Self-construal as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    15. Bakır Mahmut & Akan Şahap & Durmaz Emrah, 2019. "Exploring service quality of low-cost airlines in Europe: An integrated MCDM approach," Economics and Business Review, Sciendo, vol. 5(2), pages 109-130, June.
    16. Chien Mu Yeh, 2019. "The relationship between tourism involvement, organizational commitment and organizational citizenship behaviors in the hotel industry," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 25(1), pages 75-93, May.
    17. Yu-Shan Chen & Stanley Y.B. Huang, 2017. "The effect of task-technology fit on purchase intention: The moderating role of perceived risks," Journal of Risk Research, Taylor & Francis Journals, vol. 20(11), pages 1418-1438, November.
    18. Kannou, Ahmed, 2024. "Les Facteurs Clés de Succès d'une Substitution d’Enseignes [The Key Success Factors of Brand Substitution]," MPRA Paper 120234, University Library of Munich, Germany.
    19. Marques, Catarina & da Silva, Rui Vinhas & Davcik, Nebojsa S. & Faria, Rita Tamagnini, 2020. "The role of brand equity in a new rebranding strategy of a private label brand," Journal of Business Research, Elsevier, vol. 117(C), pages 497-507.
    20. McClure, Clair & Seock, Yoo-Kyoung, 2020. "The role of involvement: Investigating the effect of brand's social media pages on consumer purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:crepre:v:26:y:2023:i:1:d:10.1057_s41299-021-00135-3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.