An Investigation of Consumers’ Negative Attitudes Towards Banks

Samer Elhajjar ()
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Samer Elhajjar: NUS Business School

Corporate Reputation Review, 2023, vol. 26, issue 1, No 4, 54-63

Abstract: 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.

Keywords: Consumer behavior; Banking; Financial crisis; Attitude formation (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1057/s41299-021-00135-3

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