Publicação
COVID 19: The reputation of the portuguese banking system. The Banking System´s performance in face of the pandemic
| Resumo: | Reputation is the most worrying emerging risk faced by organizations, being able to determine its success or failure. This work aims to assess customer perception towards the Banking System, during the pandemic, in Portugal. Given the pandemic situation, and to support the economy, the Government made available several credit lines, with specific terms and conditions, through the Banking Sector, which plays a very important role in the process. The question for the banking industry is whether or not it responds in a way which amplifies or dampens the acute economic challenge. Alongside the vulnerabilities of the financial system, the heightened importance of banking digital solutions brought up issues relating to cyber-security and possible fraud, which can increase technical and reputational Banking risk. In light of this, questionnaires were used for data collection, backed up by theoretical and empirical findings, validated with PLS-SEM model. The results produced statistical evidence that banking digitalization, measures provided by national Banks during Covid-19 and prioritizing Economy recovery had a positive impact on consumers’ perception and banking reputation. |
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| Autores principais: | Brito, Joana Santana Rebelo Monteiro e |
| Assunto: | Covid-19 Reputation Banking Sector Economic crisis Perception |
| Ano: | 2022 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | Reputation is the most worrying emerging risk faced by organizations, being able to determine its success or failure. This work aims to assess customer perception towards the Banking System, during the pandemic, in Portugal. Given the pandemic situation, and to support the economy, the Government made available several credit lines, with specific terms and conditions, through the Banking Sector, which plays a very important role in the process. The question for the banking industry is whether or not it responds in a way which amplifies or dampens the acute economic challenge. Alongside the vulnerabilities of the financial system, the heightened importance of banking digital solutions brought up issues relating to cyber-security and possible fraud, which can increase technical and reputational Banking risk. In light of this, questionnaires were used for data collection, backed up by theoretical and empirical findings, validated with PLS-SEM model. The results produced statistical evidence that banking digitalization, measures provided by national Banks during Covid-19 and prioritizing Economy recovery had a positive impact on consumers’ perception and banking reputation. |
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