Roles of trust on rapport and satisfaction in services

Johra FATIMA, Mohammed Razzaque

Research output: Contribution to journalArticle

7 Citations (Scopus)

Abstract

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.
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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Developing countries
Customer satisfaction
Banking services
Goodwill

Cite this

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title = "Roles of trust on rapport and satisfaction in services",
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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

T1 - Roles of trust on rapport and satisfaction in services

AU - FATIMA, Johra

AU - Razzaque, Mohammed

PY - 2014

Y1 - 2014

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AB - 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.

KW - Trust

KW - Satisfaction

KW - Structural equation modelling

KW - Rapport

U2 - 10.1108/APJML-01-2014-0013

DO - 10.1108/APJML-01-2014-0013

M3 - Article

VL - 26

SP - 566

EP - 578

JO - Asia Pacific Journal of Marketing and Logistics

JF - Asia Pacific Journal of Marketing and Logistics

SN - 1355-5855

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