{"title":"The impact of perceived fairness and trustworthiness on customer trust within the banking sector","authors":"K. Gokmenoglu, Aysel Amir","doi":"10.1080/15332667.2020.1802642","DOIUrl":null,"url":null,"abstract":"Abstract Given the importance of trust regarding the trustor - trustee relationship within the service industries, this paper aims to display and describe the relations between; perceived fairness - namely procedural fairness, distributional fairness and interactional fairness -, trustworthiness and customer trust within the banking sector, for the case of North Cyprus. Data was obtained through the use of surveys distributed to banking customers and analyzed with the use of partial least squares-structural equation modeling (PLS-SEM), a variance-based framework. Findings obtained suggest that the perception of both perceived fairness and trustworthiness are prominent contributors to the formation of customer trust within the banking industry. Results of the investigation provide a resourceful insight for both marketers and financial service providers aiming to induce customer interactions.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2020-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2020.1802642","citationCount":"11","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Relationship Marketing","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332667.2020.1802642","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 11
Abstract
Abstract Given the importance of trust regarding the trustor - trustee relationship within the service industries, this paper aims to display and describe the relations between; perceived fairness - namely procedural fairness, distributional fairness and interactional fairness -, trustworthiness and customer trust within the banking sector, for the case of North Cyprus. Data was obtained through the use of surveys distributed to banking customers and analyzed with the use of partial least squares-structural equation modeling (PLS-SEM), a variance-based framework. Findings obtained suggest that the perception of both perceived fairness and trustworthiness are prominent contributors to the formation of customer trust within the banking industry. Results of the investigation provide a resourceful insight for both marketers and financial service providers aiming to induce customer interactions.
期刊介绍：
The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.
京公网安备 11010802042870号
京ICP备2023020795号-1
分享
求助内容：
应助结果提醒方式：
扫码关注我们
