Banking Diversity and Trust in Banking Services

Marcin Idzik ()
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Marcin Idzik: Warsaw University of Life Sciences (SGGW)

Chapter 9 in Institutional Diversity in Banking, 2017, pp 219-256 from Palgrave Macmillan

Abstract: Abstract The objective of the research was to identify the determinants of trust in the banks in Poland. In 2006–2016, the role of the factors determining trust changed. Banks are expected not only to provide security and high-level services, but also to be responsible, honest, fair, principled and truthful. There is strong polarization and radicalization in the social evaluation of banks. Diversification of trust in the brands of individual banks is growing. The analysis covered 2004–2016. The research used the grade model of trust, Structural Equation Modeling, the CHAID analysis, touchpoints mapping and Latent Gold segmentation.

Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:pal:pmschp:978-3-319-42073-8_9

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DOI: 10.1007/978-3-319-42073-8_9

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