Listening to bank customers: the meaning of trust

Kidron, Aviv; Kreis, Yvonne

doi:10.1108/ijqss-10-2019-0120

Cited by 6 publications

(4 citation statements)

References 60 publications

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“…Trust is a single factor that makes up for the potential risk in M-banking usage (Elhajjar and Ouaida, 2020). In another study, Kidron and Kreis (2020) determined trust from the perspective of bank customers as a total of integrity, benevolence and ability. While Yu et al (2014) reported integrity, shared values and competence as the antecedents of trust in internet banking continuance.…”

Section: Analysis and Discussionmentioning

confidence: 99%

Customer experience in digital banking: a review and future research directions

Chauhan

Akhtar

Gupta

2022

IJQSS

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Purpose This study aims to demonstrate digital banking’s influence on customers’ evaluation of service experience and develop a framework identifying the most significant variables of digital banking that influence the financial performance of banks. Design/methodology/approach This structured review of literature, guided with the preferred reporting items for systematic reviews and meta-analyses framework, takes a digital banking perspective to identify 88 articles published between 2001 and 2021, examining distinct aspects of digital banking and their impact on financial performance. Findings Customer experience (CE) is determined by functional clues (functional quality, trust and convenience), mechanic clues (website attributes, website design, perceived usability) and humanic clues (customer complaint handling). The study is furthered to combine CE with the service profit chain model. This study also fills the gap to understand the use of “gamification” in technology-driven banking services to enhance CE. Finally, an integrative framework is proposed to link technology-related factors (digital banking clues and gamification), customer-related factors (CE, customer satisfaction and customer loyalty) and performance-related factors (financial performance). Practical implications The study conceptualises a “total” CE framework that banks can use to enhance their online presence. Banking service providers could also analyse their financial results based on digital banking’s impact on customers. Besides, banks can use this framework to strategically place “game-like features” in their digital platforms. Originality/value This study attempts to significantly contribute to the digital marketing literature related to CE with banks. It is one of the first studies to determine gamification explicitly in banking literature.

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Section: Analysis and Discussionmentioning

confidence: 99%

Customer experience in digital banking: a review and future research directions

Chauhan

Akhtar

Gupta

2022

IJQSS

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“…Corporate communication is the chief element between the customer and bank relationship and is lies at the epicenter of the monetary system [25]. The perception of creating an image of the company and communicating it to the public is corporate communication [26].…”

Section: Customer Satisfaction and Communicationmentioning

confidence: 99%

The Effect of Customer Satisfaction on Loyalty: A Moderating Role of Corporate Communication in the Banking Sector

Mishra

2022

J. Know. Inn.

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In the 21st global competitive arena, the ultimate objective of any institution is to transform satisfied customers into loyal customers. Customer loyalty is highly affected by the satisfaction they obtain out of any service. Therefore, it is crucial to understand the relationship between customer satisfaction and customer loyalty. This study aims to examine the effect of customer satisfaction on customer loyalty with the mediating role of corporate communication. To collect data for the study, a convenience sampling method was used and 275 customers from different banks in Biratnagar participated in the survey. Structural equation modeling (SEM) was used to test the proposed hypothesis. The results depict that customer satisfaction positively and significantly associates with customer loyalty and this association is also strongly mediated by corporate communication. Moreover, corporate communication has a direct and positive influence on customer loyalty. This study has theoretical implications as it provides a better understanding of the relationship between satisfaction and loyalty.

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“…Trust is critical in the sharing economy because business transactions rely on trust between exchange partners. Trust has an impact on cooperative activity and is essential in establishing and maintaining customer-to-customer relationships (Mittendorf, 2017; Zhang et al , 2018; Kidron and Kreis, 2020). For example, when participating in the sharing economy, consumers provide detailed personal information that could be used for commercial purposes (Dillahunt et al , 2015), raising concerns about customer satisfaction and trust in the platforms and the security of their personal data.…”

Section: Introductionmentioning

confidence: 99%

Interplay between perceived value, trust and continuance intention: evidence in the sharing economy

Tumaku

Ren²,

Boakye³

et al. 2023

IJQSS

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Purpose Over the past decade, research into sharing economy platforms has gained prominence. The purpose of this study is to investigate the role of perceived value (both hedonic and utilitarian) in attracting consumer engagement in the sharing economy, as well as its link with trust. Design/methodology/approach This study used a survey method to empirically tested the proposed model using the partial least squares approach to structural equation modeling on data from 320 DiDi app users. Findings The study's findings revealed that both hedonic and utilitarian value had a significant effect on satisfaction and trust in the platform. Although the results showed no effect of hedonic and utilitarian values on trust in driver, the authors found trust in driver and platform, and satisfaction had significant influences on users’ continued intention to use the Taxi-hailing app. Interestingly, this study suggests that trust in the platform is transferred to trust in the driver. Originality/value The results from the Necessary Condition Analysis shows that satisfaction and utilitarian value are necessary conditions of continuance intention.

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Listening to bank customers: the meaning of trust

Cited by 6 publications

References 60 publications

Customer experience in digital banking: a review and future research directions

Customer experience in digital banking: a review and future research directions

The Effect of Customer Satisfaction on Loyalty: A Moderating Role of Corporate Communication in the Banking Sector

Interplay between perceived value, trust and continuance intention: evidence in the sharing economy

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