Indira Management Review

Open Access Open Access  Restricted Access Subscription Access

Perception of Trust and Value in Banking Sector


Affiliations
1 Faculty of Management Studies, Mody Institute of Technology & Science (A Deemed University), Lakshmangarh (Rajasthan), India
2 Govt Dungar College Bikaner (Rajasthan), India
 

The objective of this paper is to find out whether trust and value enhances customer satisfaction in banking sector. Data is collected from 200 customers of banking sector in Delhi. Structural equation modeling is used for data analysis. Results show that trust and value help in enhancing customer satisfaction.

Keywords

Trust, Perceived Value, Customer Satisfaction.
User
Notifications
Font Size


  • Cronin, J. J., Brady, M. K., And Hult, G. T. M. 2000. Assessing The Effects Of Quality, Value, And Customer Satisfaction On Consumer Behavioral Intentions In Service Environments. Journal Of Retailing, 76 (2): 193-218.

  • Kline, R.B. 1998. Principles And Practice of Structural Equation Modeling, New York: Guilford Press.

  • Mcdougall, H. G. G., And T. Levesque. 2000. Customer Satisfaction With Services: Perceived Value Into Equation. Journal Of Services Marketing, 14 (5): 392-410.

  • Modi, V. 2013. Importance Of Perceived Price And Perceived Value For Customers. Pacific Business Review International, 6 (3): 01-04.

  • Monroe, K.B. 2003. Pricing: Making Profitable Decisions, IL: Mcgraw-Hill.

  • Fram, E. H. And Mccarthy, M. S. 2011. Retaining Customer Satisfaction In Turbulent Times. International Journal Of Bank Marketing, 29 (7): 555-562

  • Kesharwani, A., Bisht, S. S., 2012. The Impact Of Trust And Perceived Risk On Internet Banking Adoption In India: An Extension of Technology Acceptance Model. International Journal Of Bank Marketing, 30 (4): 303-322.

  • Mayer, R.C., Davis, J.H. And Schoorman, F.D. 1995. An Integrative Model Of Organizational Trust. Academy Of Management Review, 20 (3): 709-34.

  • Mcknight, D.H., Cummings, L.L. And Norman, L.C. 1998. Initial Trust Formation In New Organizational Relationships. The Academy Of Management Review, 23 (3): 473-90.

  • Ravald, A., & Gronroos, C. 1996. The Value Concept And Relationship Marketing. European Journal Of Marketing, 30(2): 19-30.

  • Evans, J. R., & Berman, B. 2001. Conceptualizing And Operationalizing The Business-To-Business Value Chain. Industrial Marketing Management, 30(2), 135-148.

  • Kotler, P. (2000). Marketing Management (10th Ed.). New Jersey: Prentice-Hali.

  • East, R. (1997). Consumer Behaviour: Advances And Applications In Marketing. London:Prentice- Hall

  • Levesque, T. And Mcdougall, G. H. G. (1996). Determinants Of Customer Satisfaction In Retail Banking. International Journal Of Bank Marketing, 14(7): 12-20.

  • Fram, E. H. And Mccarthy, M. S. 2011. Retaining Customer Satisfaction In Turbulent Times. International Journal of Bank Marketing, 29 (7): 555-562

  • Morgan, R.M., & Hunt, S.D. 1994. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58 (3): 20-38.


Abstract Views: 353

PDF Views: 150




  • Perception of Trust and Value in Banking Sector

Abstract Views: 353  |  PDF Views: 150

Authors

Vinita Kaura
Faculty of Management Studies, Mody Institute of Technology & Science (A Deemed University), Lakshmangarh (Rajasthan), India
Meena Rani
Govt Dungar College Bikaner (Rajasthan), India

Abstract


The objective of this paper is to find out whether trust and value enhances customer satisfaction in banking sector. Data is collected from 200 customers of banking sector in Delhi. Structural equation modeling is used for data analysis. Results show that trust and value help in enhancing customer satisfaction.

Keywords


Trust, Perceived Value, Customer Satisfaction.

References