The Language Barrier in Banking Documents   The Bank's Special Liability to Guide the Perplexed

Plato‐Shinar, Ruth

doi:10.2139/ssrn.2479929

Cited by 2 publications

(1 citation statement)

References 7 publications

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“…Customers rely on them without fully understanding the risks involved in their investment advice or when taking loans. It is possible that complexity of professional banking language creates a gap of understanding between banks and customers (Plato-Shinar, 2012), and this is expressed by customers as a concern about integrity:…”

Section: Resultsmentioning

confidence: 99%

Listening to bank customers: the meaning of trust

Kidron

Kreis

2020

IJQSS

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Purpose 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/approach This paper is unique in approaching the study of customer trust in banks through qualitative analysis by using the interdisciplinary trust approach. Findings The 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/value This 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.

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Section: Resultsmentioning

confidence: 99%

Listening to bank customers: the meaning of trust

Kidron

Kreis

2020

IJQSS

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Can People Trust What They Don‘t Understand? Role of Language and Trust for Financial Inclusion

Nagańska

Cichocki

2022

Central European Economic Journal

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The aim of this paper is to look at determinants of financial inclusion through the lens of comprehension of financial concepts and financial language. Specifically, we are interested in which factors are important should this comprehension be absent. We show that, in the context of finance, communication is an important transmission channel through which individuals are encouraged or discouraged to participate in the financial system. We argue that the unfamiliarity with products and the complexity of language used in the banking sector tend to limit trust granted to financial institutions. We test the hypothesis that linguistic diversity is a strong instrument for the impact of the lack of communication on trust. Applying Ordinary Least Squares and probit regression, quantile regression, and instrumental variables to cross country and individual-level data, we show the importance of individual and cultural characteristics and demonstrate the role of trust and communication for financial inclusion. The outcome is consistent for different model specifications.

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The Language Barrier in Banking Documents The Bank's Special Liability to Guide the Perplexed

Cited by 2 publications

References 7 publications

Listening to bank customers: the meaning of trust

Listening to bank customers: the meaning of trust

Can People Trust What They Don‘t Understand? Role of Language and Trust for Financial Inclusion

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