Corporate reputation and retail bank selection: the moderating role of brand image

Narteh, Bedman; Braimah, Mahama

doi:10.1108/ijrdm-08-2017-0164

Cited by 33 publications

(36 citation statements)

References 98 publications

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“…Meanwhile, Faullant et al (2008) agree that brand image can increase customer loyalty compared to satisfaction. This study is supported by the study conducted by Narteh and Braimah (2019), claiming that brand image has a positive and significant effect on customer retention in the Banking sector. An increase did not match the increase in the number of third-party fund customers in Islamic Banks in the last five years in the percentage of growth.…”

Section: Introductionsupporting

confidence: 75%

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

Ricadonna

Saifullah²,

Prasetyoningrum³

2021

J. Keuang. dan Perbank.

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Sharia banking is currently facing a very competitive industry era. Customer retention is one of the phenomena confronted by Islamic banks in Indonesia. Therefore, the problem in this research is how to increase customer retention in the Islamic banking sector. This study also aims to test and analyze the effect of trust and brand image on customer retention with customer loyalty as an intervening variable. A total of 100 customer respondents who have saving accounts for more than five years at Sharia Bank filled out the questionnaire in this study. The collected data were processed using the Smart PLS program with measurements of the inner and outer model tests. The test results proved that trust, brand image, and customer loyalty positively and significantly affect customer retention in Islamic commercial banks. Meanwhile, indirect testing proved that the customer loyalty variable could mediate customer trust and retention variables. However, it is unable to mediate the brand image variables on customer retention.

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Section: Introductionsupporting

confidence: 75%

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

Ricadonna

Saifullah²,

Prasetyoningrum³

2021

J. Keuang. dan Perbank.

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“…In the context of banking service industry, bank reputation is widely measured upon customers' perception (Wang et al , 2003; Cintamür and Yüksel, 2018; Ruiz and García, 2019). The literature presents rich empirical evidences about the impacts of brand reputation, as measured through customer surveys, on key marketing variables such as customer selection (Narteh and Braimah, 2019), customer loyalty and worth of mouth (Bontis et al , 2007; Ruiz, et al , 2016; Manohar et al , 2019; Özkan, 2019). Despite the fact that the perceptions of the stakeholders (customers, CEO and employees) are influenced by the information signals sent by the firm and the information intermediaries (Van Riel, 1997), the literature reveals little attention on measuring bank reputation from the lens of information signals.…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

“…In the context of banking service industry, research on bank reputation mostly focus on the development of measurement scales for bank reputation upon customers' perception (Wang et al , 2003; Cintamür and Yüksel, 2018; Ruiz and García, 2019). Based on customer surveys, those research give the focus on the impacts of bank reputation on customer relationship quality such as customer selection (Narteh and Braimah, 2019) or customer loyalty and worth of mouth (Bontis et al , 2007; Ruiz, et al , 2016; Manohar et al , 2019; Özkan, 2019). Meanwhile, Deephouse’s (1997, 2000) are the only two researches which examine the impacts of media reputation on bank performance.…”

Section: Introductionmentioning

confidence: 99%

Media reputation: a source of banks' financial performance

Thang

Hoang

Anh

2020

IJBM

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PurposeBased on the resource-based view (RBV) and the signaling theory, this paper examines the effect of media reputation on financial performance as well as the moderating role of bank characteristics (risk management and financial capacities) in this relationship, using Vietnamese commercial bank data for the period 2007–2018.Design/methodology/approachWe rely on the agenda-setting theory to measure the media reputation of banks. Return on average equity (ROE) is used as a proxy of financial performance. We regress financial performance on media reputation with fixed effects to control unobserved variables. In addition, the instrumental variable (IV) method is applied to deal with the endogeneity problem. We use the change in bank logo as an IV for media reputation.FindingsWe find that media reputation has a positive effect on financial performance. This effect becomes prominent for large banks, listed banks or banks that demonstrate good risk management capacities, and is particularly strong when we control for endogeneity bias. The effect of media reputation on financial performance is transmitted through the non-performing loan (NPL) channel.Research limitations/implicationsThe research findings further endorse the positive impact of media reputation on financial performance in the low-quality institutional settings. Moreover, these findings expand the existing knowledge regarding the relationship between media reputation and financial performance by affirming two strategies which could be used to leverage the contribution of media reputation including improving banks' risk management capacities and raising financial capital.Originality/valueThis is the first known paper to examine the effect of media reputation on financial performance in commercial banks in an underdeveloped institutional setting while exploring the moderators in this relationship. This study, therefore, provides insightful implications for different bank segments in managing NPL and taking advantage of media reputation as a potential resource of financial performance.

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“…We therefore expect hedonic-dominant images to primarily determine brand attachment, functional-dominant images to determine trust and symbolic-dominant images to determine brand identification. This differentiated approach will enrich prior studies on customer–brand relationships (Keller, 1993; Narteh and Braimah, 2019).…”

Section: Introductionmentioning

confidence: 99%

“…Brand image is an important factor in creating brand loyalty and thus strengthening brand equity. Prior studies stress the need to distinguish between three specific roles of brand image: functional, symbolic and experiential (Diallo, 2015; Burlinson and Oe, 2018; Narteh and Braimah, 2019). Functional associations refer to the brand's ability to solve a specific tangible problem.…”

Section: Introductionmentioning

confidence: 99%

Unpacking brand loyalty in retailing: a three-dimensional approach to customer–brand relationships

Diallo

Moulins

Roux

2020

IJRDM

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PurposeDespite the numerous works on multifaceted relationships between customers and brands, such relationships remain complex and poorly understood in retailing. This research analyses the direct effects of brand images (hedonic, symbolic and functional) on three specific relationship variables (brand trust, brand attachment and brand social identification). It also investigates their indirect effects on three types of loyalty (cognitive, affective and normative) in retailing.Design/methodology/approachThis paper is based on quantitative research involving 417 respondents. It uses structural equation models to test relevant research hypotheses.FindingsThe results show that hedonic brand image affects brand attachment, while functional brand image influences brand trust. Symbolic brand image has similar effects on the three relationship variables (attachment, trust, identification). Moreover, the relationships between brand image dimensions and brand loyalty types are positively mediated by attachment, trust and brand identification. Therefore, the authors highlight a more complex process in customer–brand relationships than previously thought.Research limitations/implicationsThis article focusses on the cosmetic retail sector. It would be interesting to empirically test/extend the model in other industries/sectors. Future studies could also include brand attitude in their research model.Practical implicationsTo strengthen affective loyalty, retail managers should focus on both hedonic image and brand attachment (e.g. emphasise the brand personality traits that refer to both affect and hedonism). To develop normative loyalty, they should improve symbolic brand image and facilitate customer brand identification.Originality/valueThis research provides a new three-dimensional model of customer relationships with brands to account for the dynamic nature of customer loyalty in retailing. It shows how three dimensions of brand image (hedonic, functional and symbolic) affect three types of loyalty (affective, cognitive and normative) through the mediation of three specific relationship variables (brand attachment, brand trust and brand identification).

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Corporate reputation and retail bank selection: the moderating role of brand image

Cited by 33 publications

References 98 publications

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

Media reputation: a source of banks' financial performance

Unpacking brand loyalty in retailing: a three-dimensional approach to customer–brand relationships

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