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Determinants of banks reputation during crises

Abstract

This study examines the determinants of reputation of the Lebanese banking sector during the political instability and the economic crisis of 2019. This research employed two categories of variables: cognitive determinants and emotional determinants. Based on a recent data explored from 621 customers of 9 Lebanese banks, the results reveal that four cognitive variables (customer care, quality of offer, integrity and reliability and financial strength) have significant and positive impact on the reputation of the Lebanese banking sector during instability. The results also reveal that emotional variables (trust and satisfaction) have more significant impact on the reputation of the Lebanese banks during crises.     

Hani EL CHAARANI

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