Consumer trust in service companies: a multiple mediating analysis

Abstract

Purpose -The concept of "trust" has gained considerable importance in the field of marketing during the last decades and is seen as a key mediator of customer relationship marketing. But upon a closer look at the literature, the construct "trust" is conceptualized and measured very differently. Based on a literature review and theoretical work, the purpose of this paper is to develop a conceptual model of consumer trust in a service company, which distinguishes two fundamental dimensions. Using these dimensions, it is possible to detect different mediating effects of trust in the customer relationship to the service company. Design/methodology/approach -Antecedents and consequences of trust are studied in a business-to-consumer services context in the banking industry. To test hypotheses, empirical data are collected from a sample of 232 retail bank customers with checking accounts. By means of a LISREL approach, two rivalling measurement models of trust are compared and show various mediating effects. Findings -The empirical data support the two-dimensional model of trust. Further, the two dimensions of trust are mediating the effect of customer satisfaction (CS) differently. In particular, it is shown that "benevolence" has a significantly greater influence on customer loyalty than "credibility." Finally, beside CS, the customer's propensity to trust also influences trust.Research limitations/implications -Findings are limited to the cross-sectional design of the study and the financial industry. Practical implications -For the management of consumers' trust perception, the adequate conceptualization and measurement of trust is central. The aspect of benevolence is crucial for creating consumer loyalty and trust as well as the building of customer relationships. Consequently, management should foster activities to signal customers to be benevolent partners (e.g. service guarantees and branding) to ensure a high-quality service experience. Originality/value -In previous research, trust has been often conceptualized and measured in an inconsistent and unequivocal way. In the proposed approach, the two facets of trust are theoretically conceptualized and measured separately. Thus, differentiated effects of antecedents as well as consequences of trust can be detected.

Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers

“…H4: Satisfaction positively influences Trust (β 12 =0.31; p<0.005). This finding supports the previous research on the mediating role that satisfaction plays in the Service Quality -Trust relationship conducted by Fullerton and Taylor (2002);and Kantsperger and Kunz, (2010). H5: Satisfaction positively influences Loyalty (β 13 =0.66; p<0.001), complying with the results of many other studies (e.g., Allen, 2004;Walsh et al, 2008;Torres-Moraga et al, 2008).…”

The Role of Reputation, Satisfactions of Zakat Distribution, And Service Quality in Developing Stakeholder Trust In Zakat Institutions

“…Initial results have shown that the good quality and consistent service will create trust among customers (Hazra, Kailash, & Srivastava, 2009;Kantsperger & Kunz, 2010). In addition, the trust is able to maintain a good long-term relationship between organizations and customers (Garbarino & Johnson, 1999;Morgan & Hunt, 1994).…”

“…One of the reasons that contribute to this phenomenon is the low on trust in zakat institutions. The trust issues arise due to several things like inefficient distribution of zakat, zakat fund surplus that has not been distributed to eligible recipients, tarnished reputation and low quality of service (Abratt & Kleyn, 2012;Hairunnizam et al, 2010;Kantsperger & Kunz, 2010;Nur Hafizah & Selamah, 2013;Sanep & Hairunnizam, 2005b).…”

Trust in Preparation of University-Industry (UI)-Collaboration: Outcomes From a Course with Focus on Developing Businesslike Capabilities

“…problem solving and development of analytical capabilities, among undergraduate students in real life contexts (Bonnet et al 2006, Ehab and Lashine 2003, Jones 2007. While education can be viewed as service (Lovelock 1983), especially in a UI-collaboration context and trust is of importance in service industries (Kantsperger and Kunz 2010,) it is of interest exploring t the role of trust in an education context. Dagger & O'Brian (2010) has in their studies regarding consumers experience found indications on how trust varies as a function of customers experience in a relationship.…”