Dispositional Dimension of Trust on Customer Interaction with the Banking Sector: A Smartpls Approach

  • Abdulrahman Bada Bello Faculty of Social Sciences, Usmanu Danfodiyo University Sokoto, Nigeria
  • Premalatha Karupiah School of Social Sciences, Universiti Sains Malaysia, Malaysia
Keywords: Dispositional dimension of trust, faceless commitment, faith in humanity, propensity to trust, trust stance.


This study explores the influence of dispositional dimension of trust, including propensity to trust, faith in humanity, and trust stance in the banking sector. The research was performed in banks located within the Sokoto metropolis, Nigeria. A questionnaire was distributed to 500 account holders from 10 commercial banks, where respondents were allowed to pick their preferences on the basis of a 5-point Likert scale, and an analysis was carried out using PLS-SEM version 3.2. The findings indicated that propensity to trust, such as experience acquired overtime, religious belief, and positive feelings; faith in humanity, such as dependability, suitability, and confidentiality; and trust stance, such as reliability and quality of information delivered to individual positively influence customer interaction with the banking sector. The findings raise awareness to the bank executive and policymakers of factors influencing customer confidence in a bank and also contribute to retaining and attracting them within the system.


Abdolmaleki, K., & Ahmadian, S. (2016). The relationship between product characteristics, customer and supplier involvement and new product development. Procedia Economics and Finance, 36, 147-156. https://doi.org/10.1016/S2212-5671(16)30026-0

Alarcon, M. G., Lyons, B. J., & Christensen, J. C. (2016). The effect of propensity to trust and familiarity on perceptions of trustworthiness over time. Personality and Individual Differences, 94, 309-315. https://doi.org/10.1016/j.paid.2016.01.031

Alhazmi, B. M. (2019). Religiosity and customer trust in financial services marketing relationships. Journal of Financial Services Marketing, 24, 31-43. https://doi.org/10.1057/s41264-019-00062-9

Bildtgård, T. (2008). Trust in food in modern and late-modern societies. Social Science Information, 47(1), 99-128. https://doi.org/10.1177/0539018407085751

Cohen, J. (1988). Statistical power analysis for the behavioral science (2nd ed.). Lawrence Erlbaum Associates.

Colquitt, A. J., Brent, A. S., & Jeffery, A. L. (2007). Trust, trustworthiness, and trust propensity: A meta-analytic test of their unique relationships with risk taking and job performance. Journal of Applied Psychology, 92(4), 909-927. https://doi.org/10.1037/0021-9010.92.4.909

Cook, J. (2016). Young adults' hopes for the long-term future: From re-enchantment with technology to faith in humanity. Journal of Youth Studies, 19(4), 517-532. https://doi.org/10.1080/13676261.2015.1083959

Davis, R., Sajtos, L., & Chaudhri, A. A. (2011). Do consumers trust mobile service advertising? Contemporary Management Research, 7(4), 245-270. https://doi.org/10.7903/cmr.9696

Denscombe, M. (2014). The good research guide: For small-scale social research projects. McGraw-Hill Education.

Ekberg, M. (2007). The parameters of the risk society: A review and exploration. Current Sociology, 55(3), 343-366. https://doi.org/10.1177/0011392107076080

Ghasemy, M., Hussin, S. B., Abdul Razak, A. Z. B., Maah, M. J. B., & Ghavifekr, S. (2018). Determining the key capacities of effective leaders in Malaysian public and private focused universities. Sage Open, 8(4), 1-12. https://doi.org/10.1177/2158244018807620

Giddens, A. (1990). The Consequences of Modernity. Polity Press.

Gruner, K. E., & Homburg, C. (2000). Does customer interaction enhance new product success? Journal of Business Research, 49(1), 1-14. https://doi.org/10.1016/S0148-2963(99)00013-2

Hair, F. J., Risher, J. J., Sarstedt, M., & Ringle, M. C. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. https://doi.org/10.1108/EBR-11-2018-0203

Hawley, K. (2014). Trust, distrust and commitment. Nouˆ s, 48(1), 1-20. https://doi.org/10.1111/nous.12000

Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In R. R. Sinkovics, & P. N. Ghauri (Eds.), New challenges to international marketing (pp. 277-319). Emerald Group Publishing Limited. https://doi.org/10.1108/S1474-7979(2009)0000020014

Heyns, M., & Rothmann, S. (2015). Dimensionality of trust: An analysis of the relations between propensity, trustworthiness and trust. SA Journal of Industrial Psychology, 41(1), 01-12. https://doi.org/10.4102/sajip.v41i1.1263

Houjeir, R., & Brennan, R. (2017). The influence of culture on trust in B2B banking relationships. International Journal of Bank Marketing, 35(3), 495-515. https://doi.org/10.1108/IJBM-05-2016-0075

Jones, K., & Leonard, N. K. L. (2008). Trust in consumer-to-consumer electronic commerce. Information and Management, 45(2), 88-95. https://doi.org/10.1016/j.im.2007.12.002

Khodyakov, D. (2007). Trust as a process: A three-dimensional approach. Sociology, 41(1), 115-132. https://doi.org/10.1177/0038038507072285

Kong, D. T. (2013). Intercultural experience as an impediment of trust: Examining the impact of intercultural experience and social trust culture on institutional trust in government. Social Indicators Research, 113(3), 847-858. https://doi.org/10.1007/s11205-012-0117-6

Lucassen, T., & Schraagen, J. M. (2011). Factual accuracy and trust in information: The role of expertise. Journal of the Association for Information Science and Technology, 62(7), 1232-1242. https://doi.org/10.1002/asi.21545

Maishanu, H. M. (2007). Five centuries of Historical writing in Hausa Land and Borno, 1500 - 2000. Macmillan Nigeria Publishers Limited.

Mcknight, D. H., Carter, M., Thatcher, J. B., & Clay, F. P. (2011). Trust in a specific technology: An investigation of its components and measures. ACM Transactions on Management Information Systems, 2(2), 12-25. https://doi.org/10.1145/1985347.1985353

McKnight, D. H., & Chervany, L. N. (2001). Conceptualizing trust: A typology and e-commerce customer relationships model. Proceedings of the 34th Annual Hawaii International Conference on System Sciences. https://doi.org/10.1109/HICSS.2001.927053

McKnight, D. H., & Chervany, L. N. (2002). What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6(2), 35-59. https://doi.org/10.1080/10864415.2001.11044235

McKnight, D. H., Kacmar, J. C., & Choudhury, V. (2004). Dispositional trust and distrust distinctions in predicting high-and low-risk internet expert advice site perceptions. E-Service, 3(2), 35-58. https://doi.org/10.2979/esj.2004.3.2.35

Moin, S., Devlin, J., & McKechnie, S. (2015). Trust in financial services: Impact of institutional trust and dispositional trust on trusting belief. Journal of Financial Services Marketing, 20(2), 91-106. https://doi.org/10.1057/fsm.2015.6

Mooradian, T., Renzl, B., & Matzler, K. (2006). Who trusts? Personality, trust and knowledge sharing. Management Learning, 37(4), 523-540. https://doi.org/10.1177/1350507606073424

Morgan, T., Obal, M., & Anokhin, S. (2018). Customer participation and new product performance: Towards the understanding of the mechanisms and key contingencies. Research Policy, 47(2), 498-510. https://doi.org/10.1016/j.respol.2018.01.005

Nambudiri, R. (2012). Propensity to trust and organizational commitment: A study in the Indian Pharmaceutical Sector. The International Journal of Human Resource Management, 23(5), 977-986. https://doi.org/10.1080/09585192.2012.651325

Nawaz, T. (2013). Blind-trust-a pave stone for Islamic financial institutions. Research Journal of Finance and Accounting, 4(6), 226-235.

Paxton, P. (2007). Association membership and generalized trust: A multilevel model across 31 countries. Social Forces, 86(1), 47-76. https://doi.org/10.1353/sof.2007.0107

Preston-roedder, R. (2013). Faith in humanity. Philosophy and Phenomenological Research, LXXXVII(3), 664-687. https://doi.org/10.1111/phpr.12024

Ralston, E. S., & Chadwick, S. A. (2010). An empirical exploration of the dimensionality of inter-employee trust in police organizations. Policing, 33(3), 431-451. https://doi.org/10.1108/13639511011066845

Rinard, S. (2017). No exception for belief. Philosophy and Phenomenological Research, 94(1), 121-143. https://doi.org/10.1111/phpr.12229

Rouibah, K., Lowry, P. B., & Hwang, Y. (2016). The effects of perceived enjoyment and perceived risks on trust formation and intentions to use online payment systems: New perspectives from an Arab country. Electronic Commerce Research Applications, 19(3), 33-43. https://doi.org/10.1016/j.elerap.2016.07.001

Sanjit, K. R., & Vaibhav, S. (2011). Dimensions of trust and trustworthiness in retail banking: Evidence from India. The Marketing Management Journal, 21(1), 97-110.

Schaarschmidt, M., Walsh, G., & Evanschitzky, H. (2018). Customer interaction and innovation in hybrid offerings: Investigating moderation and mediation effects for goods and services innovation. Journal of Service Research, 21(1), 119-134. https://doi.org/10.1177/1094670517711586

Spector, D. M., & Jones, E. G. (2004). Trust in the workplace: Factors affecting trust formation between team members. The Journal of Social Psychology, 144(3), 311-321. https://doi.org/10.3200/SOCP.144.3.311-321

Taylor, V. A., & Halstead, D. (2014). The impact of small service providers' Christian identity on consumer perceptions. Academy of Marketing Studies Journal, 18(2), 203-226.

Tennberg, M. (2007). Trust in international environmental cooperation in Northwestern Russia. Cooperation and Conflict, 42(3), 321-335. https://doi.org/10.1177/0010836707079935

Venkateswaran, V., Gunasekar, S., & Gupta, D. (2017). Study of essential personality characteristics for the young Indian millennial: A tobit analysis. Proceedings of the International Conference on Advances in Computing, Communications and Informatics, 1882-1887. https://doi.org/10.1109/ICACCI.2017.8126119

Yoon, H. S., & Occeña, G. L. (2015). Influencing factors of trust in consumer-to-consumer electronic commerce with gender and age. International Journal of Information Management, 35(3), 352-363. https://doi.org/10.1016/j.ijinfomgt.2015.02.003

Yu, M., Saleem, M., & Gonzalez, C. (2014). Developing trust: First impressions and experience. Journal of Economic Psychology, 43, 16-29. https://doi.org/10.1016/j.joep.2014.04.004

How to Cite
Abdulrahman Bada Bello, & Premalatha Karupiah. (2022). Dispositional Dimension of Trust on Customer Interaction with the Banking Sector: A Smartpls Approach. International Journal of Business and Society, 23(2), 877-894. https://doi.org/10.33736/ijbs.4843.2022