Dispositional Dimension of Trust on Customer Interaction with the Banking Sector: A Smartpls Approach
Abstract
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.
References
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
Copyright (c) 2022 UNIMAS Publisher
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Copyright Transfer Statement for Journal
1) In signing this statement, the author(s) grant UNIMAS Publisher an exclusive license to publish their original research papers. The author(s) also grant UNIMAS Publisher permission to reproduce, recreate, translate, extract or summarize, and to distribute and display in any forms, formats, and media. The author(s) can reuse their papers in their future printed work without first requiring permission from UNIMAS Publisher, provided that the author(s) acknowledge and reference publication in the Journal.
2) For open access articles, the author(s) agree that their articles published under UNIMAS Publisher are distributed under the terms of the CC-BY-NC-SA (Creative Commons Attribution-Non Commercial-Share Alike 4.0 International License) which permits unrestricted use, distribution, and reproduction in any medium, for non-commercial purposes, provided the original work of the author(s) is properly cited.
3) For subscription articles, the author(s) agree that UNIMAS Publisher holds copyright, or an exclusive license to publish. Readers or users may view, download, print, and copy the content, for academic purposes, subject to the following conditions of use: (a) any reuse of materials is subject to permission from UNIMAS Publisher; (b) archived materials may only be used for academic research; (c) archived materials may not be used for commercial purposes, which include but not limited to monetary compensation by means of sale, resale, license, transfer of copyright, loan, etc.; and (d) archived materials may not be re-published in any part, either in print or online.
4) The author(s) is/are responsible to ensure his or her or their submitted work is original and does not infringe any existing copyright, trademark, patent, statutory right, or propriety right of others. Corresponding author(s) has (have) obtained permission from all co-authors prior to submission to the journal. Upon submission of the manuscript, the author(s) agree that no similar work has been or will be submitted or published elsewhere in any language. If submitted manuscript includes materials from others, the authors have obtained the permission from the copyright owners.
5) In signing this statement, the author(s) declare(s) that the researches in which they have conducted are in compliance with the current laws of the respective country and UNIMAS Journal Publication Ethics Policy. Any experimentation or research involving human or the use of animal samples must obtain approval from Human or Animal Ethics Committee in their respective institutions. The author(s) agree and understand that UNIMAS Publisher is not responsible for any compensational claims or failure caused by the author(s) in fulfilling the above-mentioned requirements. The author(s) must accept the responsibility for releasing their materials upon request by Chief Editor or UNIMAS Publisher.
6) The author(s) should have participated sufficiently in the work and ensured the appropriateness of the content of the article. The author(s) should also agree that he or she has no commercial attachments (e.g. patent or license arrangement, equity interest, consultancies, etc.) that might pose any conflict of interest with the submitted manuscript. The author(s) also agree to make any relevant materials and data available upon request by the editor or UNIMAS Publisher.
