Trust in financial services: the influence of demographics and dispositional characteristics
So far, very little attention has been paid to examining consumer perceptions of trust from an interdisciplinary perspective. The purpose of this study is to examine how consumer trusting belief and disposition to trust within the financial services sector vary on the basis of individual demographic...
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| Format: | Article |
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Palgrave Macmillan
2017
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| Online Access: | https://eprints.nottingham.ac.uk/46614/ |
| _version_ | 1848797367889821696 |
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| author | Moin, S.M.A. Devlin, James McKechnie, Sally |
| author_facet | Moin, S.M.A. Devlin, James McKechnie, Sally |
| author_sort | Moin, S.M.A. |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | So far, very little attention has been paid to examining consumer perceptions of trust from an interdisciplinary perspective. The purpose of this study is to examine how consumer trusting belief and disposition to trust within the financial services sector vary on the basis of individual demographic differences in trust. The research provides new insights into how consumers with higher dispositional trust have higher institutional trust and higher trusting belief and how consumers’ trusting belief significantly differs according to their demographic background in terms of age, marital status, ethnicity and gross annual income. The findings offer useful insights for the managers in financial institutions to carefully consider the impact of the influence of these individual differences on consumer behaviour in order to serve the needs of consumers in their target market and be able to design financial products and develop trust building strategies to attract and retain them. They also call for the action of the regulators and the financial institutions to play their part in building strong institutional systems that contribute to engendering higher levels of consumer trust. |
| first_indexed | 2025-11-14T20:02:45Z |
| format | Article |
| id | nottingham-46614 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| last_indexed | 2025-11-14T20:02:45Z |
| publishDate | 2017 |
| publisher | Palgrave Macmillan |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-466142020-05-04T18:53:22Z https://eprints.nottingham.ac.uk/46614/ Trust in financial services: the influence of demographics and dispositional characteristics Moin, S.M.A. Devlin, James McKechnie, Sally So far, very little attention has been paid to examining consumer perceptions of trust from an interdisciplinary perspective. The purpose of this study is to examine how consumer trusting belief and disposition to trust within the financial services sector vary on the basis of individual demographic differences in trust. The research provides new insights into how consumers with higher dispositional trust have higher institutional trust and higher trusting belief and how consumers’ trusting belief significantly differs according to their demographic background in terms of age, marital status, ethnicity and gross annual income. The findings offer useful insights for the managers in financial institutions to carefully consider the impact of the influence of these individual differences on consumer behaviour in order to serve the needs of consumers in their target market and be able to design financial products and develop trust building strategies to attract and retain them. They also call for the action of the regulators and the financial institutions to play their part in building strong institutional systems that contribute to engendering higher levels of consumer trust. Palgrave Macmillan 2017-06-30 Article PeerReviewed Moin, S.M.A., Devlin, James and McKechnie, Sally (2017) Trust in financial services: the influence of demographics and dispositional characteristics. Journal of Financial Services Marketing, 22 (2). pp. 64-76. ISSN 1479-1846 Demographics Dispositional characteristics Interpersonal trust Institutional trust Financial services https://doi.org/10.1057/s41264-017-0023-8 doi:10.1057/s41264-017-0023-8 doi:10.1057/s41264-017-0023-8 |
| spellingShingle | Demographics Dispositional characteristics Interpersonal trust Institutional trust Financial services Moin, S.M.A. Devlin, James McKechnie, Sally Trust in financial services: the influence of demographics and dispositional characteristics |
| title | Trust in financial services: the influence of demographics and dispositional characteristics |
| title_full | Trust in financial services: the influence of demographics and dispositional characteristics |
| title_fullStr | Trust in financial services: the influence of demographics and dispositional characteristics |
| title_full_unstemmed | Trust in financial services: the influence of demographics and dispositional characteristics |
| title_short | Trust in financial services: the influence of demographics and dispositional characteristics |
| title_sort | trust in financial services: the influence of demographics and dispositional characteristics |
| topic | Demographics Dispositional characteristics Interpersonal trust Institutional trust Financial services |
| url | https://eprints.nottingham.ac.uk/46614/ https://eprints.nottingham.ac.uk/46614/ https://eprints.nottingham.ac.uk/46614/ |