Corporate reputation : innovation and service quality in the Maltese financial services industry

Abstract

The study provides a theory-based model for understanding the relation of service quality and innovation on Corporate Reputation in the context of the financial services industry in Malta. Questionnaires were mailed to clients of a local financial services organisation, a number of which also happen to be shareholders of the same organisation. Data reduction and reliability tests confirmed the dimensionality of the measurement tool. Multiple regression tests showed statistical evidence to confirm the predictions that service quality and innovation have a positive relation with Corporate Reputation. Secondly regression tests also confirmed that Corporate Reputation has a positive relation with behavioural intention, to the extent that the stronger the Corporate Reputation the more likely the client/investor is to make repeat use of the services offered by the organisation. Findings also indicated that Corporate Reputation varies according to the gender, level of education and whether the client owns shares in a financial services organisation.