CORPORATE REPUTATION IN THE BANKING SECTOR: A CONCEPTUAL FRAMEWORK THROUGH SYSTEMATIC REVIEW
Keywords:
Keywords: Corporate Reputation; Banking Sector; Systematic Review; PRISMA; Stakeholder Theory; Trust; Service Quality; CSR; FinTech; Conceptual FrameworkAbstract
Corporate reputation (CR) has emerged as one of the most
strategically significant intangible assets for financial
institutions, yet extant literature remains fragmented across
disciplinary silos and predominantly anchored in Western,
non-fiduciary contexts. This paper presents a rigorous
systematic review following the PRISMA (Preferred Reporting
Items for Systematic Reviews and Meta-Analyses) protocol,
synthesising findings from over 30 peer-reviewed studies
published between 1990 and 2024, drawn from Scopus, Web
of Science, and EBSCO databases. Through comprehensive
bibliometric analysis, thematic synthesis, and critical content
analysis, this review: (a) delineates the conceptual boundaries
of corporate reputation specific to the banking sector; (b)
systematically maps antecedents, mediating/moderating
mechanisms, and consequences; (c) identifies critical
knowledge gaps in the existing literature; and (d) proposes an
integrated, theoretically grounded conceptual framework for
banking corporate reputation that accommodates the unique
fiduciary, regulatory, and trust-intensive characteristics of the
sector. The proposed framework, underpinned by Signaling
Theory, Stakeholder Theory, the Resource-Based View
(RBV), and Institutional Theory, integrates five antecedent
clusters (service quality, CSR and ethics, financial
performance, digital banking, and governance) with three
mediator-moderator layers (trust, perceived risk, and customer
loyalty), culminating in four strategic outcome domains
(market share, cost of capital, risk resilience, and stakeholder advocacy). The paper concludes with a structured future
research agenda, highlighting critical gaps concerning
emerging-market banks, Islamic banking, and FinTech-driven
reputation disruption.
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