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

Authors

  • Anders Carlander Department of Psychology, University of Gothenburg
  • Amelie Gamble Department of Psychology, University of Gothenburg
  • Tommy Garling Department of Psychology, University of Gothenburg
  • Jeanette Carlsson Hauff School of Business, Economics and Law, University of Gothenburg
  • Lars-Olof Johansson Department of Psychology, University of Gothenburg
  • Martin Holmen School of Business, Economics and Law, University of Gothenburg

DOI:

https://doi.org/10.61190/fsr.v27i1.3381

Keywords:

Trust, Satisfaction, Personal service, Retail banking

Abstract

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.

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Published

2018-03-30

How to Cite

Carlander, A., Gamble, A., Garling, T., Hauff, J. C., Johansson, L.-O., & Holmen, M. (2018). The role of perceived quality of personal service in influencing trust and satisfaction with banks. Financial Services Review, 27(1), 83–98. https://doi.org/10.61190/fsr.v27i1.3381

Issue

Vol. 27 No. 1 (2018): Spring 2018

Section

New Original Submission

License

Copyright (c) 2018 Academy of Financial Services

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