This thesis provides evidence that there is a two-sided relationship between past performance of banks and the trust of their customers. On one side, the past financial performance of banks has a strong positive relationship with future trust. This means that there is relationship between banks with a high profitability and efficiency in the past and customers having higher trust in these banks in the future. On the other side, the non-financial performance of banks has a small negative relationship on the trust of customers in the future. The findings are derived from an OLS regression analysis on two key datasets. The first one consists of Bloomberg bank performance data from 2015, the second contains customer trust from a proprietary EY 2016 survey of more than 40,000 customers of 239 banks in 34 countries.

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Dur, A.J.
hdl.handle.net/2105/47175
Business Economics
Erasmus School of Economics

Roest, R. (2019, February 21). What is a bank without trust? - An empirical study on the relationship between the performance of banks and the trust of customers. Business Economics. Retrieved from http://hdl.handle.net/2105/47175