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240. Strategies for coping with anxiety of bank customers in financial crisis situations

Year: 2026
Type: article
Abstract: Background Against the backdrop of macroeconomic fluctuations and increasing uncertainty in financial markets, frequent financial crisis events have caused anxiety, panic, and shaken trust among bank customers. Existing research has mostly focused on macro financial stability or bank risk management, with insufficient attention paid to individual customer psychological reactions and their coping mechanisms. This article takes bank customers as the research object, systematically analyzes the formation mechanism and evolution characteristics of anxiety psychology in financial crisis situations, and explores the intervention effects of different coping strategies, in order to provide operational reference and theoretical support for bank crisis communication and customer psychological intervention. Methods The research adopts a combination of questionnaire survey and experimental scenario simulation. Firstly, a typical financial crisis scenario is constructed to simulate bank liquidity tightness or market volatility through text and data description, in order to induce participants' risk perception. Secondly, standardized anxiety scales and customer trust perception scales were used to measure the psychological states of participants before and after the crisis. Subsequently, different intervention strategies were introduced, divided into an information transparency group, an emotional comfort group, and a rational decision guidance group, with each group receiving corresponding interventions at the same time. Finally, statistical analysis was conducted on the data before and after intervention to compare the characteristics of changes in customer anxiety levels under different strategies. Descriptive statistics, paired sample t-test, and analysis of variance were used for data analysis, with a significance level set at p<.05. Results The results showed that financial crisis situations significantly increased customer anxiety levels, with an average anxiety score rising from 32.48 ± 4.21 to 41.76 ± 4.03. Different coping strategies can alleviate anxiety to a certain extent, with the information transparency group experiencing a decrease in anxiety to 34.12 ± 3.86, the emotional comfort group at 36.27 ± 3.94, and the rational decision guidance group at 33.85 ± 3.72. The results of the analysis of variance showed significant differences in the intervention effects among the groups (p<.05), indicating that the type of coping strategy has an important impact on anxiety relief. Discussion This study systematically investigated the anxiety psychology and coping strategies of bank customers in financial crisis situations from a micro psychological perspective. The research results show that financial crises significantly exacerbate the anxiety of bank customers, and systematic coping strategies can effectively alleviate negative emotions. Among them, information transparency and rational decision-making guidance have the most significant effect in reducing anxiety and stabilizing trust. The study supplements micro evidence of financial crisis management from the perspective of customer psychology, which has practical significance for banks to improve crisis communication mechanisms and enhance customer relationship management. Future research can combine longitudinal tracking design to further investigate the moderating effect of different customer characteristics on the effectiveness of psychological intervention, and introduce physiological or behavioral indicators to enhance the explanatory power and application value of research conclusions.
DOI: 10.1093/schbul/sbag003.238
Language: English
Subfield: Communication
Open Access status: green
OpenAlex ID: W7128805226
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