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Listening to bank customers: the meaning of trust

Listening to bank customers: the meaning of trust In banking services, trust is crucial to any relational exchange situation. Using the example of Israeli banks, the main research question driving this paper is – What are the reasons for trusting or not trusting banks? To date, few studies have examined the reasons of ongoing low trust during so-called “normal times”.Design/methodology/approachThis paper is unique in approaching the study of customer trust in banks through qualitative analysis by using the interdisciplinary trust approach.FindingsThe results offer important insights regarding situational normality, structural assurance and customers’ tendencies to trust the bank. The insights about trust derived from this complicated relationship between customers and banks reveals that customers grow dissatisfied and their level of trust consequently decreases when they perceive an imbalance in the exchange relationship with their bank.Originality/valueThis study provides novel insights into hidden attitudes and feelings behind each component of trust beliefs in the bank–customer trust relationship through interdisciplinary trust perspective. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality and Service Sciences Emerald Publishing

Listening to bank customers: the meaning of trust

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References (69)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1756-669X
DOI
10.1108/ijqss-10-2019-0120
Publisher site
See Article on Publisher Site

Abstract

In banking services, trust is crucial to any relational exchange situation. Using the example of Israeli banks, the main research question driving this paper is – What are the reasons for trusting or not trusting banks? To date, few studies have examined the reasons of ongoing low trust during so-called “normal times”.Design/methodology/approachThis paper is unique in approaching the study of customer trust in banks through qualitative analysis by using the interdisciplinary trust approach.FindingsThe results offer important insights regarding situational normality, structural assurance and customers’ tendencies to trust the bank. The insights about trust derived from this complicated relationship between customers and banks reveals that customers grow dissatisfied and their level of trust consequently decreases when they perceive an imbalance in the exchange relationship with their bank.Originality/valueThis study provides novel insights into hidden attitudes and feelings behind each component of trust beliefs in the bank–customer trust relationship through interdisciplinary trust perspective.

Journal

International Journal of Quality and Service SciencesEmerald Publishing

Published: Dec 1, 2020

Keywords: Banking service; Qualitative study; Customers’ trust beliefs; Interdisciplinary trust; Customer experience

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