Investigating trust in the Israeli banking system from the reciprocating perspectives of customers and bankers: a mixed methods study

Kidron, Aviv

doi:10.1108/ijbm-07-2020-0360

Cited by 9 publications

(7 citation statements)

References 77 publications

(102 reference statements)

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“…The percept that a green brand image facilitates the furtherance of online trust and CI of bank customers in the COVID-19 pandemic context has been increasingly recognized among bank managers (Malik and Singh, 2022; Kidron, 2021). Our findings support the mediating role of online trust in the relationship between green brand image and CI.…”

Section: Discussionmentioning

confidence: 99%

Being “green” to trust and continue in a global pandemic

Thao¹,

Tran

2022

IJBM

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PurposeGiven the severe impact of coronavirus disease 2019 (COVID-19) on bank business activities, this study aims to examine how green brand image and online trust affect customers' continuance intention (CI) under the boundary condition of perceived effectiveness of e-services (PEES).Design/methodology/approachAn extensive review of the green marketing perspective was conducted to identify the incremental contributions of the current study (e.g. extensions of online trust and PEES). The authors used the common questionnaire survey strategy for the data collection while applying the partial least squares technique for further analyses.FindingsUsing data from 460 bank customers, the findings indicated that online trust positively mediates the relationship between green brand image and CI under the moderating effect of PEES. At high levels of PEES, online trust exerts strongest effect on customers' CI.Research limitations/implicationsThis study responds to the emerging call for understanding the PEES role, under which online trust leads to CI in the context of the global pandemic.Practical implicationsThe authors provide bank managers with a helpful extension of green marketing with PEES to manage online trust and customer intention, thereby increasing the managers' strategic effectiveness.Originality/valueThe current study explores the moderating role of PEES that plays in the green brand image, online trust and CI relationships, in responding to the pandemic situation.

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Section: Discussionmentioning

confidence: 99%

Being “green” to trust and continue in a global pandemic

Thao¹,

Tran

2022

IJBM

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“…Beldad and Hegner (2018) examined trust in fitness app and found a significant positive result. Beyond technologies, core elements of trust should also be embedded into banking values and norms (Kidron, 2021;Van Esterik-Plasmeijer and Van Raaij, 2017). The existence of trust in banking institutions is even more critical for digital currencies to compensate for the drawbacks of ongoing debates on digital and cryptocurrencies (Zarifis et al, 2014(Zarifis et al, , 2015.…”

Section: Acceptance Of Central Bank Digital Currencymentioning

confidence: 99%

Household acceptance of central bank digital currency: the role of institutional trust

Søilen

Benhayoun

2021

IJBM

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PurposeThe authors investigate household acceptance of central bank digital currencies (CBDCs) by drawing on the unified theory of acceptance and use of technology and institutional trust theory.Design/methodology/approachThe authors build a research model including six hypotheses and quantitatively analyze it using partial least squares structural equation modeling (PLS-SEM) and importance–performance map analysis (IPMA) based on 282 answers to a survey questionnaire.FindingsThe continuous adoption of CBDCs by households is highly probable and is fostered by its expected high performance, the social recommendations and the existence of facilitating conditions. Nevertheless, institutions' efforts to propose a flexible and understandable currency can benefit its adoption only if these institutions also strive to build households' trust in the currency's system.Originality/valueThe authors provide a full review of the emerging literature on CBDCs and suggest that digital currency offerings can be divided into centralized, semi-centralized and de-centralized control in a meaningful taxonomy. The authors also complement extant studies on CBDCs that mostly apprehend its operational challenges by focusing on the customer side and provide implications to the launching of CBDCs by uncovering the customer-specific determinants of their adoption.

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“…Furthermore, consumers, customer satisfaction in particularly (as they are the subjects of this research), look for reliability of the product which determines the satisfaction level (Masud, Kari, Saifullah, & Mohd Satar, 2021). In addition, the user friendliness of the commercial banks, which is suitable for all age groups, makes it a hassle free tablet (Kidron, 2021). Therefore, commercial banks developers, or any product developers, must place great emphasis on Internet in the entire development cycle.…”

Section: Wwwpsychologyandeducationnetmentioning

confidence: 99%

E-Marketing and Its Effect on Customer Satisfaction in the Commercial Banks – Libya

Algnaidi¹

2021

pae

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The aim of this paper is to evaluate customer satisfaction in the banking sector of Libya, based on e-marketing. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The study was conducted after validity and reliability testing of a self-administered questionnaire using SPSS program. The questionnaire was distributed to a sample of 150 bank customers in Misurata, Libya. This paper makes a useful contribution as there are only a few studies dealing with the assessment of components of e-marketing in banking sector of Libya. The findings showed that there is a significant relationship between the customer satisfaction and e-marketing. Based on three different independent variables (mobile phones, internet and credit cards), regression analysis showed that all these variables positively influenced customer satisfaction in Libyan banking sector. This research has greater implication for the bank management who are looking forward to newer business strategies to achieve customer satisfaction.

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Investigating trust in the Israeli banking system from the reciprocating perspectives of customers and bankers: a mixed methods study

Cited by 9 publications

References 77 publications

Being “green” to trust and continue in a global pandemic

Being “green” to trust and continue in a global pandemic

Household acceptance of central bank digital currency: the role of institutional trust

E-Marketing and Its Effect on Customer Satisfaction in the Commercial Banks – Libya

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