The effect of social media on bank performance: an fsQCA approach

Houssein Ballouk (), Sami Ben Jabeur (), Sabri Boubaker and Salma Mefteh-Wali ()
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Houssein Ballouk: European Centre for Research in Financial Economics and Business Management
Sami Ben Jabeur: Confluence: Sciences et Humanités - UCLY, ESDES
Salma Mefteh-Wali: School of Management

Electronic Commerce Research, 2024, vol. 24, issue 1, No 17, 477-495

Abstract: Abstract Corporate e-reputation is becoming more and more relevant for firms, partly because of its importance for firm value. In this context, this paper provides comprehensive theoretical and empirical evidence concerning the relationship between electronic word-of-mouth (eWOM), e-reputation, and bank financial performance. First, the study is also intended to determine the effect of eWOM, in terms of components (strength, sentiment, passion, and reach), on e-reputation, allowing for a holistic understanding of these relationships in the sense of the causal chain of factors, which is of high relevance when managing e-reputation. Second, it investigates the effect of e-reputation on bank performance in the US. This paper applies a fuzzy set qualitative comparative analysis technique to the raw data. The results reveal a significant positive relationship between e-reputation on Facebook and bank performance. Moreover, the findings suggest that eWOM components (strength, sentiment, passion, and reach) significantly positively impact e-reputation among US banks, that is, a higher ranking on Facebook because of an increased number of fans).

Keywords: E-reputation; eWOM; Social media; Performance; Facebook; Social mention; fsQCA (search for similar items in EconPapers)
Date: 2024
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Working Paper: The Effect of Social Media on Bank Performance: An fsQCA Approach (2022)
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DOI: 10.1007/s10660-022-09640-x

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