diagnose the loss of trust in large banks (Universal and Investment Banks) after the global financial crisis (GFC … organizations and six dimensions of trustworthiness help to explain why trust eroded in large banks during the GFC but increased or … remained stable among some community banks. This diagnosis of the loss of trust also points to interventions that will be …

This special issue on Building Trust in Financial Services is a collaboration between the International Journal of Bank … challenges that financial services firms face in managing complex stakeholder trust relations. This special issue extends … importance of trust and the direct and indirect effects that aspects of trustworthiness have on customers …

viewed as levers for improving a bank's trustworthiness in the minds of its current customers. At the same time, these … Sekhon. This study provides a window to the dimensions on which retail bank customers in an emerging economy such as India … perceive a retail bank's trustworthiness. Furthermore, this study is an attempt to model trustworthiness as a set of second …

because they trust that Islamic banks are Shariah compliant. Therefore, providing secure banking products that are fully … image of and trust in Islamic banks. In this context, when customers are unwilling to trust Islamic banks, they are also …Purpose – The purpose of this study is to investigate customer satisfaction and its effect on image, trust, and …

recommendation. Minor failures in account management and bank charges are shown to have a marked effect on intended loyalty … from customers of UK banks and reports the impact of service recovery on customer intentions rather than their actions …

bank, a survey was sent to demand deposit account holders. A survey then determined perceptions of the offer, perceptions … of the bank making the offer, and intentions to purchase. Findings – Between the negative and positive option scenario …

humour has a positive impact on the clients' perceptions of service quality, trust, satisfaction, purchase intentions, and …

providing waiting time information on customers who are kept on hold when telephoning their bank. It aims to discover if either …/methodology/approach – The methodology is an empirical study using bank customers as participants. Questionnaires and user observations …

Investigates service satisfaction through a survey of bank customers who had engaged in one of five financial …; opening a new bank account; opening/closing a safe deposit box. Seven elements of customer service satisfaction were selected …