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

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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)

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.

Suggested Citation

  • António Cardoso & Marta Cardoso, 2024. "Bank Reputation and Trust: Impact on Client Satisfaction and Loyalty for Portuguese Clients," JRFM, MDPI, vol. 17(7), pages 1-23, July.
    • Handle: RePEc:gam:jjrfmx:v:17:y:2024:i:7:p:277-:d:1427840
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    References listed on IDEAS

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    2. Lily Hua Fang, 2005. "Investment Bank Reputation and the Price and Quality of Underwriting Services," Journal of Finance, American Finance Association, vol. 60(6), pages 2729-2761, December.
    3. Majid Esmaeilpour & Amrollah Sayadi & Mahnaz Mirzaei, 2017. "Investigating the Impact of Service Quality Dimensions on Reputation and Brand Trust," International Journal of Business and Economic Sciences Applied Research (IJBESAR), International Hellenic University (IHU), Kavala Campus, Greece (formerly Eastern Macedonia and Thrace Institute of Technology - EMaTTech), vol. 10(3), pages 7-17, September.
    4. Mudd Shannon & Pashev Konstantin & Valev Neven T, 2010. "The Effect of Loss Experiences in a Banking Crisis on Future Expectations and Behavior," The B.E. Journal of Macroeconomics, De Gruyter, vol. 10(1), pages 1-21, November.
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