感知的公平和可信度对银行业客户信任的影响

Q2 Business, Management and Accounting

Journal of Relationship Marketing Pub Date : 2020-08-08 DOI:10.1080/15332667.2020.1802642

K. Gokmenoglu, Aysel Amir

{"title":"感知的公平和可信度对银行业客户信任的影响","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":"{\"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}","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

摘要

摘要考虑到信任对服务行业中委托人与受托人关系的重要性，本文旨在展示和描述服务行业中委托人与受托人之间的关系;感知到的公平- -即程序公平、分配公平和相互公平- -银行部门的可信度和客户信任，就北塞浦路斯而言。数据是通过向银行客户分发调查问卷获得的，并使用偏最小二乘结构方程模型(PLS-SEM)进行分析，这是一种基于方差的框架。研究结果表明，感知公平和可信度都是银行业客户信任形成的重要因素。调查结果为旨在诱导客户互动的营销人员和金融服务提供商提供了一个足智多谋的见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

The impact of perceived fairness and trustworthiness on customer trust within the banking sector

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.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

来源期刊

Journal of Relationship Marketing Business, Management and Accounting-Marketing

CiteScore

10.20

自引率

0.00%

发文量

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.