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

Ballouk, Houssein; Jabeur, Sami Ben; Boubaker, Sabri; Mefteh‐Wali, Salma

doi:10.1007/s10660-022-09640-x

Cited by 5 publications

(2 citation statements)

References 60 publications

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“…Three quarters are looking to build visibility and reputation, while only a very small minority of companies (<10%) are looking to generate leads, reduce costs, or grow sales through social media (Bernet 2020). Reputation on social media has a positive influence on the performance of banks, and should be considered a strategic resource that can lead to a competitive advantage (Ballouk et al 2022). Insurance companies, however, can also mine information available on social media and from other sources to develop more sophisticated risk and pricing models or even to inform the claims adjusting process (Borna and Avila 1999;Chapeyama Mdala 2022).…”

Section: Social Media Usementioning

confidence: 99%

Do Customers Want to Communicate with Insurers on Social Media? An Investigation of the Swiss Market

Pugnetti

Becker

Zani³

2022

IJFS

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Social media usage has grown rapidly in recent years, and with it companies’ interest in interacting with their customers on these platforms. It is, however, not yet clear whether customers welcome more intense relationships on social media and what drives this acceptance in more detail. Our research aims at understanding how age, gender, geography, usage, type of platform, personality, and current insurance provider impact customers’ attitudes towards interacting with insurance companies in the Swiss market. We find that age and frequency of use, in particular, impact acceptance, with younger customers much more open to interactions and insurance presence more welcome on more frequently used tools. This is an encouraging result for insurers, as customers tend to welcome them where customers are already frequently present. In addition, insurers can look forward to increasing interaction as younger individuals, who are more open to social media, age into core customers. Social context, on the other hand, plays only a minor role in customer preferences. The current insurance provider plays no significant role, in spite of insurance companies in the sample following widely different approaches to digital offerings and communication. This may be due to the early stage of development of the industry.

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Section: Social Media Usementioning

confidence: 99%

Do Customers Want to Communicate with Insurers on Social Media? An Investigation of the Swiss Market

Pugnetti

Becker

Zani³

2022

IJFS

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“…A well-functioning banking sector is essential for sustainable growth and development in this political and economic part of the world (Olson and Zoubi 2011). Currently, many banks can utilize social media to access and share information with stakeholders at a minimum cost to improve bank performance (Ballouk et al 2022). According to the financial intermediation theory, banking institutions play an intermediary role between savers and borrowers in the economy.…”

Section: Introductionmentioning

confidence: 99%

Non-Performing Loans and Net Interest Margin in the MENA Region: Linear and Non-Linear Analyses

Alnabulsi

Kozarević

Hakimi

2023

IJFS

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This paper analyzes the linear and non-linear relationship between non-performing loans and bank profitability measured by the Net Interest Margin for a sample of 74 Middle Eastern and North African banks over the period of 2005–2020. We used the System Generalized Method of Moments (SGMM) as a linear approach and the Panel Smooth Transition Regression (PSTR) model as a non-linear approach. The empirical results of the SGMM approach indicated that the ratio of NPLs negatively affects bank profitability. The findings of the non-linear relationship based on the PSTR model confirmed the existence of a threshold effect. We found that below the threshold of 4.42%, the effect of NPLs is negative but not significant, while after surpassing this threshold, the effect becomes negative and significant. As for bank specifics, we revealed that bank size is positively and significantly associated with bank profitability. For industry factors, we found that more bank concentration decreases bank profitability. Regarding the financial environment, we concluded that the global financial crisis exerted a negative impact on bank profitability. Moreover, we revealed a positive and significant impact of GDP on bank profitability as well as a negative impact of inflation on bank profitability. This study has some limitations regarding the social, economic, and financial differences of the whole sample, which includes banks from the Middle East and others from North Africa. Hence, decomposing the whole sample into two sub-samples could improve the results of this paper.

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The effect of in-store electronic word of mouth on local competitor spillovers in the quick service restaurant industry

Banerjee

Sen

Zahay

2023

Electron Commer Res

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

Cited by 5 publications

References 60 publications

Do Customers Want to Communicate with Insurers on Social Media? An Investigation of the Swiss Market

Do Customers Want to Communicate with Insurers on Social Media? An Investigation of the Swiss Market

Non-Performing Loans and Net Interest Margin in the MENA Region: Linear and Non-Linear Analyses

The effect of in-store electronic word of mouth on local competitor spillovers in the quick service restaurant industry

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