Question 4 Jimmy Mok, a senior manager of Wealth Bank, is required to make a plan for minimizing the Bank's reputation risk. Jimmy decides to form a working group to accomplish the task and you are nominated as one of the key members of the working group (a) Discuss why "reputation" is a key factor affecting the sustainability of an authorized institution. (8 marks) (b) Customer satisfaction is one of the key drivers of a bank's reputation as mentioned in the Hong Kong Monetary Authority's Supervisory Policy Manual (i) Give TWO examples that will affect customer satisfaction from the banking perspective. (2 marks) (ii) Give THREE recommendations to Wealth Bank for mitigating the reputation risk derived from the deteriorating customer satisfaction as per your answer in (i) above. (6 marks) (e) Identify TWO major types of stakeholders of an authorized institution and briefly explain how their needs and expectations can be satisfied. (4 marks) (Total 20 marks)