Listening to bank customers: the meaning of trust
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 23 September 2020
Issue publication date: 1 December 2020
Abstract
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.
Keywords
Acknowledgements
The authors would like to thank the editor and the anonymous reviewers for their helpful comments and suggestions.
Funding: The Israel Institute (grant no. 20102) supported this research. We gratefully acknowledge for their support.
Citation
Kidron, A. and Kreis, Y. (2020), "Listening to bank customers: the meaning of trust", International Journal of Quality and Service Sciences, Vol. 12 No. 3, pp. 355-370. https://doi.org/10.1108/IJQSS-10-2019-0120
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited