Trust and customer engagement in the banking sector in Ghana

Kosiba, John Paul; Boateng, Henry; Okoe, Abednego Feehi; Hinson, Robert Ebo

doi:10.1080/02642069.2018.1520219

Cited by 50 publications

(60 citation statements)

References 46 publications

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“…Trust has been identified as a catalyst in consumermarketer relationships as it provides expectations for the dearth of trust has been talked up as one of the major reasons for customers' nonengagement (Kosiba et al, 2018;Pavlou, 2003). CE is viewed as trust driven as all interactions or exchanges necessitate an element of trust.…”

Section: Trustmentioning

confidence: 99%

“…Based on this, trust can be considered as a driver of CE as it engenders cooperation and interactions, which is vital in nurturing ongoing relationship with customers. A lot of studies have acknowledged that trust is a multidimensional construct (Abrams et al, 2003;Cazier et al, 2007;Chai & Kim, 2010;Gefen et al, 2003;Hsu et al, 2007;Kosiba et al, 2018;McAllister, 1995;Parkhe, 1998;Ratnasingam, 2005). Drawing from the literature related to trust development, we conceptualize trust from four dimensions, including trust in service provider, trust in the regulator, economy-based trust, and information-based trust, and examine their effect on CE.…”

Section: Trustmentioning

confidence: 99%

“…Despite the growing research interest in CE and the recognition that trust plays an important role in enhancing engagement among customers and service providers, little empirical investigation has been done on the topic so far (Kosiba et al, 2018;Van Tonder & Petzer, 2018). More specifically, it is difficult to find empirical proof in support of how different dimensions of trust drive CE in life insurance context since earlier studies have mainly focused on service quality assessment (Bala et al, 2011), cost efficiency (Ansah-Adu et al, 2012), performance (Akotey et al, 2013), growth (Alhassan & Fiador, 2014), and customer satisfaction (Abaidoo & Nwosu, 2016).…”

Section: Introductionmentioning

confidence: 99%

“…According to prior studies, trust has multiple dimensions (Chai & Kim, 2010;Gefen et al, 2003;Hsu et al, 2007;Kosiba et al, 2018;Ratnasingam, 2005). So, to achieve the aims of this study and to comprehensively understand the nexus between the two concepts, we conceptualized trust from four dimensions: trust in service provider, trust in regulator, economy-based trust, and information-based trust, and examined their impacts on CE.…”

Section: Introductionmentioning

confidence: 99%

“…So, to achieve the aims of this study and to comprehensively understand the nexus between the two concepts, we conceptualized trust from four dimensions: trust in service provider, trust in regulator, economy-based trust, and information-based trust, and examined their impacts on CE. This conceptualization of trust from four dimensions is very important as customer uncertainty regarding insurance products and services is very high, particularly in developing economy like Ghana, where settlement of claims is sometimes challenging (Abaidoo & Nwosu, 2016;Kosiba et al, 2018). Furthermore, the insurance industry in Ghana has a huge potential; however, insurance penetration is still very low in the country (Abaidoo & Nwosu, 2016;Akotey et al, 2013;Alhassan & Fiador, 2014).…”

Section: Introductionmentioning

confidence: 99%

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Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana

et al. 2020

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This study examined the influence of trust dimensions on customer engagement, and the resultant impact of customer engagement on customer loyalty in the context of life insurance. Furthermore, it investigated the mediating role of customer engagement in the relationships between trust dimensions and customer loyalty. A total of 452 valid responses from life insurance customers in Ghana were examined using structural equation modeling (SEM). The results revealed that trust in service provider, trust in the regulator, economy-based trust, and information-based trust significantly influence customer engagement, with trust in service provider and trust in the regulator driving a higher level of customer engagement. The results also uncovered that customer engagement significantly enriches customer loyalty and mediated the relationships between the trust dimensions and customer loyalty. The findings highlight the importance of building convincing customer trust to advance customer engagement and customer loyalty.

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Section: Trustmentioning

confidence: 99%

Section: Trustmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana

et al. 2020

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How do friendship artificial intelligence chatbots (FAIC) benefit the continuance using intention and customer engagement?

Yao

Nan

2023

J of Consumer Behaviour

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Although there have been many AI chatbots in industry service, social media, and e‐commerce platforms, research on AI chatbots such as Replika, neglected the effects of human‐like traits on users' continuance using intention. This article aims to explore the main effects of human‐like traits (perceived warmth vs. perceived competence) of friendship AI chatbots (FAIC) on continuance using intention and customer engagement, and the moderating effects of the need to belong and information sensitivity. Three studies are conducted to collect data (Ntotal = 1420). Our findings of Study 1 demonstrate that perceived warmth and perceived competence can increase the continuance using intention to FAIC and customer engagement, and perceived usefulness plays a mediating role in our conceptual model. Additionally, consumers' need to belong (high vs. low) (Study 2) and information sensitivity (high vs. low) (Study 3) related to chat contents moderate the main effects significantly. This article contributes to the literature on the relationship between FAIC and consumers by presenting the influence of perceived warmth and perceived competence and establishing the underlying process. Analogously, the findings can be beneficial for marketers and firms in designing and developing the coding program of FAIC to promote consumers' continuance using intention and customer engagement.

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Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification

Wu,

Huang,

Tsai

et al. 2023

Serv Bus

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Trust and customer engagement in the banking sector in Ghana

Cited by 50 publications

References 46 publications

Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana

Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana

How do friendship artificial intelligence chatbots (FAIC) benefit the continuance using intention and customer engagement?

Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification

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