Roles of trust on rapport and satisfaction in services

Johra FATIMA, Mohammed Razzaque

Research output: Contribution to journalArticle

7 Citations (Scopus)

Abstract

Purpose – The purpose of this paper is to report antecedent roles of competence, contractual and goodwill trust on rapport and satisfaction in banking services in a developing country context. The study also identifies the mediating influence of these three types of trust between rapport and customer satisfaction. Design/methodology/approach – Data collected from a sample of 212 bank customers were analysed using AMOS-based structural equation modelling. Findings –While all three types of trust have significant impact on satisfaction, only competence and goodwill trust positively influenced rapport. Results also demonstrate that competence and goodwill trust had complementary mediation impacts in the rapport-satisfaction context; however, mediation influence of contractual trust was not significant. Finally, influence of rapport was found to be positive towards satisfaction. Practical implications – Management should focus on building goodwill and competence trust with bank customers. Bank managers should hire and train employees who are friendly in terms of customer care and are able to develop rapport with customers to increase the latter’s satisfaction. Originality/value – The paper tested the influence of competence, contractual and goodwill trust on rapport and satisfaction and verified the mediation impact of trust between rapport and satisfaction.

Original languageEnglish
Pages (from-to)566-578
Number of pages13
JournalAsia Pacific Journal of Marketing and Logistics
Volume26
Issue number4
DOIs
Publication statusPublished - 2014

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Goodwill
Mediation
Train
Developing countries
Customer satisfaction
Design methodology
Employees
Banking services
Structural equation modeling
Managers

Cite this

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Roles of trust on rapport and satisfaction in services. / FATIMA, Johra; Razzaque, Mohammed.

In: Asia Pacific Journal of Marketing and Logistics, Vol. 26, No. 4, 2014, p. 566-578.

Research output: Contribution to journalArticle

TY - JOUR

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AU - FATIMA, Johra

AU - Razzaque, Mohammed

PY - 2014

Y1 - 2014

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AB - Purpose – The purpose of this paper is to report antecedent roles of competence, contractual and goodwill trust on rapport and satisfaction in banking services in a developing country context. The study also identifies the mediating influence of these three types of trust between rapport and customer satisfaction. Design/methodology/approach – Data collected from a sample of 212 bank customers were analysed using AMOS-based structural equation modelling. Findings –While all three types of trust have significant impact on satisfaction, only competence and goodwill trust positively influenced rapport. Results also demonstrate that competence and goodwill trust had complementary mediation impacts in the rapport-satisfaction context; however, mediation influence of contractual trust was not significant. Finally, influence of rapport was found to be positive towards satisfaction. Practical implications – Management should focus on building goodwill and competence trust with bank customers. Bank managers should hire and train employees who are friendly in terms of customer care and are able to develop rapport with customers to increase the latter’s satisfaction. Originality/value – The paper tested the influence of competence, contractual and goodwill trust on rapport and satisfaction and verified the mediation impact of trust between rapport and satisfaction.

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KW - Satisfaction

KW - Structural equation modelling

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