The nexus of customer behaviour, corporate perception and banking: Australian perspective

Abstract

ABSTRACT The Australian Hayne Royal Commission (2017–2019) inquired into misconduct within the banking, superannuation, and financial service sectors. Existing literature produced mixed results with regards to the effectiveness of the Hayne Royal Commission while focusing on the legislative angle. The first major contribution of this paper is it looks at the Hayne Royal Commission through the lens of a customer by creating indices which include the Retail Banking Perception Index, the Monthly Review Score, the Monthly Growth Score, and the Monthly Headline Score. The second major contribution of this paper is it adds to the field of perception analysis for banks by using novel data instead of point in time survey data. By creating these indices, we conclude that banks have been impacted idiosyncratically by the Hayne Royal Commission in terms of customer perception driven by increased transparency.