The role of perceived quality of personal service in influencing trust and satisfaction with banks

Carlander, Anders,1979Gothenburg University,Göteborgs universitet,Centrum för finans,Psykologiska institutionen,Centre for Finance,Department of Psychology (author)

Trust is of paramount importance to banks. Previous research has shown that trust increases with repeated personal contacts. We investigate if this applies to the customer-employee relationship in banks. Data from an on-line survey of 293 customers of Swedish retail banks are used to construct indicator measures. By means of structural equation modeling we find that trust in the bank is influenced by perceived quality of personal service through employees’ perceived competence, perceived benevolence, and perceived transparency, and that satisfaction with the bank is influenced by perceived quality of personal service through perceived competence, perceived benevolence, perceived transparency, and trust.

Gamble, Amelie,1951Gothenburg University,Göteborgs universitet,Psykologiska institutionen,Department of Psychology(Swepub:gu)xgamam (author)
Gärling, Tommy,1941Gothenburg University,Göteborgs universitet,Centrum för finans,Psykologiska institutionen,Centre for Finance,Department of Psychology(Swepub:gu)xgarto (author)
Hauff Carlsson, Jeanette,1965Gothenburg University,Göteborgs universitet,Företagsekonomiska institutionen,Department of Business Administration(Swepub:gu)xhauje (author)
Johansson, Lars-Olof,1957Gothenburg University,Göteborgs universitet,Psykologiska institutionen,Department of Psychology(Swepub:gu)xjolar (author)
Holmén, Martin,1966Gothenburg University,Göteborgs universitet,Institutionen för nationalekonomi med statistik,Centrum för finans,Department of Economics,Centre for Finance(Swepub:gu)xhmart (author)
Göteborgs universitetCentrum för finans (creator_code:org_t)

By the author/editor: Carlander, Ander ...; Gamble, Amelie, ...; Gärling, Tommy, ...; Hauff Carlsson, ...; Johansson, Lars- ...; Holmén, Martin, ...

About the subject

SOCIAL SCIENCES: SOCIAL SCIENCES; and Economics and Bu ...; and Business Adminis ...

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