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

Journal article
Authors Anders Carlander
Amelie Gamble
Tommy Gärling
Jeanette Hauff Carlsson
Lars-Olof Johansson
Martin Holmén
Published in Financial Services Review
Volume 27
Pages 83-98
ISSN 1057-0810
Publication year 2018
Published at Department of Business Administration
Department of Psychology
Centre for Finance
Department of Economics
Pages 83-98
Language en
Keywords Retail banking; Personal service; Satisfaction; Trust
Subject categories Business Administration, Applied Psychology


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.

Page Manager: Webmaster|Last update: 9/11/2012

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