Bank Reputation and Trust: Impact on Client Satisfaction and Loyalty for Portuguese Clients

António Cardoso () and Marta Cardoso
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António Cardoso: Department of Business and Communication Sciences, University Fernando Pessoa (UFP), 4294-004 Porto, Portugal
Marta Cardoso: Faculty of Engineering, University of Porto (FEUP), 4200-465 Porto, Portugal

JRFM, 2024, vol. 17, issue 7, 1-23

Abstract: The aim of this article is to assess the most relevant factors influencing customer trust in the Portuguese banking sector following the Global Financial Crisis. It also aims to evaluate the impact of trust on satisfaction and satisfaction on loyalty. To address the research objectives and the hypotheses posed, a quantitative study with a descriptive design was conducted. Data was collected through an online survey administered to a sample of bank clients residing in Portugal. The findings indicate that respondents generally trust Portuguese banking institutions, although this trust has been affected by the Global Financial Crisis. The bank’s reputation and financial performance were identified as critical factors in the respondents’ choice of bank. Additionally, the results suggest that both global and domestic financial conditions, bank reputation, client satisfaction, and overall trust significantly influence client loyalty to the bank. This study provides valuable insights into client behavior and perceptions of banks, emphasizing the importance of factors such as trust, client satisfaction, and bank reputation in shaping client loyalty.

Keywords: crisis; financial conditions; banks reputation; trust; satisfaction; loyalty (search for similar items in EconPapers)
JEL-codes: C E F2 F3 G (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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