Rebuilding customer trust in the British retail banking industry following the recent financial crisis

Ahmed, Shakeel Rebuilding customer trust in the British retail banking industry following the recent financial crisis. PhD thesis, University of Liverpool.

Text AhmedSha_Sep2015_2026202.pdf - Unspecified Download (3MB)

Abstract

The main objective of this study was to evaluate the ramifications of the recent financial crisis on the retail banking providers’ cognitive and affective trust dimensions. In addition, the study aimed to consider the impact of different functional quality measures, e.g., complaint handling, customer engagement, staff engagement, branch presence and financial literacy on the reinstatement of customer trust. In doing so, this study offers and discusses empirical findings via a mixed methods approach where supporting data has been obtained from two focus group interactions, questionnaires completed by 508 banking customers and 20 semi-structured interviews conducted with banking officials in the UK.

Item Type:	Thesis (PhD)
Additional Information:	Date: 2015-09 (completed)
Subjects:	?? H1 ??
Divisions:	Faculty of Humanities and Social Sciences > School of Management
Depositing User:	Symplectic Admin
Date Deposited:	19 Jan 2016 15:12
Last Modified:	17 Dec 2022 01:17
DOI:	10.17638/02026202
URI:	https://livrepository.liverpool.ac.uk/id/eprint/2026202