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Trust in financial services: the influence of demographics and dispositional characteristics

Author

Listed:
  • S M A Moin

    (Coventry University London)

  • James F. Devlin

    (University of Nottingham)

  • Sally McKechnie

    (University of Nottingham)

Abstract

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.

Suggested Citation

  • S M A Moin & James F. Devlin & Sally McKechnie, 2017. "Trust in financial services: the influence of demographics and dispositional characteristics," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(2), pages 64-76, June.
    • Handle: RePEc:pal:jofsma:v:22:y:2017:i:2:d:10.1057_s41264-017-0023-8
    DOI: 10.1057/s41264-017-0023-8
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    References listed on IDEAS

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    Cited by:

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    2. Bechlioulis, Alexandros P. & Karamanis, Dimitrios, 2020. "The impact of the Covid-19 lockdown on the i-banking use: An empirical inquiry from Greece," MPRA Paper 109392, University Library of Munich, Germany.
    3. Claire Greene & Fumiko Hayashi & Alicia Lloro & Oz Shy & Joanna Stavins & Ying Lei Toh, 2024. "Defining Households That Are Underserved in Digital Payment Services," Working Papers 24-10, Federal Reserve Bank of Boston.
    4. Alexandros P. Bechlioulis & Dimitrios Karamanis, 2023. "Consumers’ changing financial behavior during the COVID-19 lockdown: the case of Internet banking use in Greece," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 526-543, September.

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