Examining Lebanese consumers' negative attitudes toward banks

Abstract

Purpose – The purpose of this research is to investigate the causes of consumers negative attitudes toward banks. Design/methodology/approach – Based on the data collected through a survey, structural equation modeling (SEM) and path analysis were utilized to test the hypotheses. In total, 420 questionnaires were collected from Lebanese customers. Findings – The results indicate five factors affecting consumer negative attitudes to the banks, which include consumers perception of financial distress, the behavioral variable concerning the extent to which consumers had been detrimentally affected by the crisis, consumers knowledge of the crisis, consumers feelings of anger and consumers political orientation. Originality/value – This research offers new contributions in the research of consumers negative attitudes toward banks during a financial crisis from a theoretical perspective and in reputation and trust management from an applicative perspective.