Does trust in the bank build trust in its technology-based channels?

被引：0
作者：
Sergios Dimitriadis
Nikolaos Kyrezis
机构：
[1] Athens University of Economics and Business,Marketing and Communication Department
来源：
Journal of Financial Services Marketing | 2008年 / 13卷 / 1期
关键词：
e-banking; phone banking; bank channels; trust; reputation;
D O I：
10.1057/fsm.2008.3
中图分类号：
学科分类号：
摘要：
Trust appears as an important factor for the adoption of technology-based distribution channels. This paper investigates the construct of trust and its antecedents in the context of technology-based distribution channels, such as ATMs, the internet and phone banking. Specifically, it tests the role of trust in the bank in building trust in these channels. It reports findings from a retail bank customer survey, which revealed two dimensions of trust, affective and cognitive trust, and the significant role of three variables in forming trust in these channels: trust in the company, reputation of the company and disposition to trust. Implications of further research on understanding the antecedents of trust towards channels as well as managerial recommendations on how to build such trust are discussed.
引用
收藏
页码：28 / 38
页数：10
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