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

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Abstract

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.

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Authors and Affiliations

  1. Marketing and Communication Department, Athens University of Economics and Business, Patission 76, Athens, 10434, Greece

    Sergios Dimitriadis & Nikolaos Kyrezis

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  1. Sergios Dimitriadis
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  2. Nikolaos Kyrezis
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Correspondence to Sergios Dimitriadis.

APPENDIX

APPENDIX

Measures of constructs used in the questionnaire (translated from Greek)

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Dimitriadis, S., Kyrezis, N. Does trust in the bank build trust in its technology-based channels?. J Financ Serv Mark 13, 28–38 (2008). https://doi.org/10.1057/fsm.2008.3

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