Trust in financial services: Impact of institutional trust and dispositional trust on trusting belief

Trust is important in strengthening the relationship bond between firms (trustees) and customers (trustors) generally and has been identified as having a particularly crucial role to play in the financial services sector given the damaging impact of recent turbulence and uncertainty on consumer confidence. This article reports on the findings of a study, which draws from the interdisciplinary convergent theories of trust to examine how two key constructs from this literature (that is, institutional trust and dispositional trust) influence consumers’ trusting belief about their main bank. Data was gathered through a survey distributed to a convenience sample of UK-based employees working for a large corporation. The findings highlight the importance of structural assurance and to a lesser extent situation normality on trust. Nevertheless consumers remain unconvinced that their main banks share the same values as their own and that their communications are absolutely transparent.     

The magic of branding: The role of ‘pledge’, ‘turn’ and ‘prestige’ in fostering consumer trust in financial services

The purpose of this article is to study the impact of brand image on consumer trust through empirical investigation in the context of the financial services sector. While trust helps to bind consumers to brands, a strong brand image works like magic in reducing consumers’ risk perception and promoting trust. This study analyses how brand image influences consumers’ trusting intention through operationalising an interdisciplinary brand-trust model. Constructs and measures were drawn from interdisciplinary brand and trust literature and tested through employing EFA, CFA and structural equation modelling. Data were collected through a quantitative survey of 300 financial services consumers. Using the analogy of a magic trick, the study unveils the key role of financial services branding in engendering consumer trust in the ‘pledge’ or ‘prestige’ parts of the trick but not in the ‘turn’. The research contributes to the convergent and mutually inclusive theories of trust and branding as well as services marketing literature. For managers and policymakers in the financial services sector the findings will help them to effectively manage brand image and foster consumers’ trusting intention.     

Trust in UK financial services: A longitudinal analysis

The role and importance of trust for the development and maintenance of relationships in the financial services sector cannot be disputed. In a business to consumer context, this article presents a model for measuring trust for financial services organisations and positions trustworthiness as its key antecedent. The work also presents five important determinants of trustworthiness and ultimately trust. Our work is based on 5 years’ data before and during the ‘credit crunch’, and across the seven main types of product provider in the United Kingdom. The findings show that the overall trust rating for financial services has remained remarkably stable throughout the period of the study. The research also reveals that trust ratings are highest in relation to consumers who are older and that consumers are typically more trusting of brokers than any other type of product provider.     

The influence of marketing communications strategy on consumer purchasing behaviour in the financial services industry in an emerging economy

The financial services sector is characterised by a high level of consumer perceived risk and irrational behaviour in decision-making, which is predominantly influenced by the effect of communication and the application of heuristics as a function of communication in consumer decision-making. This situation promotes marketing communication as one of the most essential activities that financial institutions rely on to mitigate the perceived risks and to satisfy consumers’ quest in understanding financial products. Hence the importance of this research is to establish the effects of marketing communication on consumer purchasing behaviour in emerging economies that are experiencing expanded financial markets but limited corresponding research insight. To achieve the aim of this study, the research uses data from 360 customers of selected financial institutions in Ghana. The hypotheses are tested using the structural equations modelling technique. The results of the study reveal marketing communication strategies evaluated have positive and significant impacts on consumer purchase behaviour. However, amongst the marketing communication strategies tested advertising and celebrity endorsement were found to have an insignificant relationship with consumer purchase behaviour. The study offers practical and theoretical insights into understanding the dynamics and nuances of the integrated marketing communication mix and how they influence the purchase behaviours of consumers.

     

Trust in financial services: Retrospect and prospect

Fostering and maintaining high levels of trust in the financial services sector is seen as crucial because of the characteristics of many financial service and in order to promote consumer engagement in the sector. In this article, we report evidence from a body of work and other commentary to provide an insight into trends in consumer trust in the sector as a whole, in comparison with other organisations and how different types of financial services provider have performed relative to each other. We show that the financial services sector as a whole is trusted more than some comparator institutions, and that aggregate levels of trust in the sector have fluctuated a relatively small amount subsequent to the financial crisis. However, important differences between provider types are apparent and these differences have become more profound in the recent past. We provide suggestions as to how trust in the sector may be improved and provider an analysis of current initiatives to improve trust levels in the sector in general and in banking in particular.     

Consumer trust and confidence in the compliance of Islamic banks

Islamic banks compete with traditional (non-Islamic) banks for customers. This article aims to provide insight into why some Muslims choose to bank with Islamic banks in Pakistan, while others do not. Specifically, it addresses the questions: to what extent are trust and confidence active influencers in the decision-making process, are they differentiated or are they one of the same? Also how does the Pakistani collective cultural context further complicate the application of these concepts? For the purposes of this article trust refers to people and their interpersonal or social relations whereas confidence concerns institutions such as banks. Drawing on interviews with Muslim consumers in Pakistan, this study provides further insight into consumer behaviour within financial services and specifically Islamic banking and contributes to our theoretical understanding of the concepts of trust and confidence.     

Cognitive catalysts for distrust in financial services markets: An integrative review

The growing recognition for the role of trust in financial services transactions has become more evident since the global financial crisis. A dominant perspective arising from this recognition has been regarding the responsibility of financial services providers for the depletion of consumer trust in the financial services sector. However, the loss of trust that may result in many financial transactions can also be attributed to consumers’ own lack of discipline and poor knowledge of financial matters. In this article four cognitive phenomena that inhibit consumers’ information processing abilities and contribute to the depletion of trust in financial services transactions will be discussed. The responsibilities of marketers, regulators and educators in equipping consumers with the means to overcome these cognitive limitations in order to improve their financial decision quality are discussed.     

传统家庭观念抑制了城镇居民商业养老保险参与吗？———基于金融信任与金融素养视角的实证分析

随着我国人口老龄化的加速和金融产品的不断创新,以商业养老保险为代表的个人养老金逐步成长为我国养老金体系的第三大支柱,为解决养老问题提供了重要渠道。但现阶段我国城镇居民的商业养老保险参与度不足,养老金融市场发展缓慢。区别于既有研究的经济理性视角,本研究从影响金融发展的文化观念视角为这一“有限参与”现象提供新的理论解析。利用CHFS 2015数据进行实证分析,本文发现“养儿防老”等传统家庭文化观念会抑制我国城镇居民的商业养老保险参与,这一影响在控制了内生性后依然显著;进一步研究发现,传统家庭观念(养儿防老等)会削弱居民的金融信任,减少居民对金融信息的关注,不利于居民金融素养的提升,进而降低其商业养老保险参与度;异质性分析表明,传统家庭观念(养儿防老等)对商业养老保险参与的负向影响在中西部地区和受教育水平偏低的群体中更加突出。本研究揭示了影响居民商业养老保险参与和我国养老金融市场发展的深层文化因素,对推进我国多支柱养老保险体系的建设也具有政策启示意义。     

Consumer rationality/irrationality and financial literacy in the credit card market: Implications from an integrative review

This study analyzes consumer rationality/irrationality and financial literacy in the credit card market. Through literature review, it reveals that consumers, as a whole, make a rational decision when they borrow using a credit card and bear the high interest rate. However, consumers make various mistakes in their individual financial decisions and credit card behavior. Financial literacy, affected by cognitive ability, financial knowledge and financial education can improve consumers’ behavior. This article presents new insights on the implications for consumers, credit card issuers, policymakers and researchers. It has both practical and academic contribution to the credit card market.     

The consequences of perceived risk and objective knowledge for consumers’ investment behavior

Knowledge and risks have a focal role in consumer behavior. However, studies on consumers’ perceive risks in decision situations and the influence of objective knowledge and experience on risk perceptions, consumers’ attitudes and behavioral intentions are scarce. This paper introduces and tests a novel conceptual model that shows how consumers’ objective financial knowledge and investing experience affect their future investment intentions mediated by perceived risks, and attitudes toward investing. The data were analyzed using structural equation modeling. The proposed model fits the data and accounts for attitudes and intentions to investing. This study advances knowledge by directly measuring the behavior-related objective knowledge and experience. We also suggest new insights into the risk concept by showing that consumers perceive five types of risk in investing context and objective financial knowledge and investment experience has varying effects on different risks types, attitudes and intentions. The results also show significant gender differences.     

Gender stereotyping in financial advisors’ assessment of customers

This article presents the results of a comparison of male and female advisors’ assessment of their customers. The findings from the empirical material, consisting of 361 advisors’ answers to a questionnaire, show significant evidence that advisors assess their customers differently depending not only on customer gender, but also according to their own gender. The investigated variables are the advisors’ assessment of consumers’ perception of their own risk tolerance, customer satisfaction with the advisor, customer trust in the advisor, customer likelihood to follow the advice given and advisors’ ratings of customer financial literacy. Male advisors rated consumers’ answers higher than did their female colleagues for all variables, with the exception of advisors’ ratings of consumer financial literacy. Advisors and their employers in the financial services industry, as well as policymakers, should be aware of the possible association between advisor gender and potential gender stereotyping of clients.     

金融消费者法律保护制度研究

当今社会,各种衍生性金融商品组合日益复杂,消费者可从各金融机构购买到各种金融商品,相较于金融业者,金融消费者实为信息较为弱势之一方,因此,金融消费者保护之议题愈显重要,世界各国愈发重视金融商品消费者保护问题,本文建议将我国有关金融从业人员行为规范以及金融消费者保护规范,均提升至法律规定层次,成立独立的金融消费者保护机构能够确实有效保障金融消费者权益的金融消费者保护法,以达到金融创新发展与消费者完整保护之目标.     

Addressing consumers’ concerns about online security: A conceptual and empirical analysis of banks’ actions

Online security is a major problem for financial institutions worldwide. Account hijacking and online fraud are on the rise. Financial losses in the banking industry due to attacks have been estimated in 2003 to be about US $1.2 billion in the US alone. Studies also indicate that security concerns are a major issue for an increasing number of consumers. The rapid growth in phishing attacks threatens the future of online banking. In the absence of an adequate response, banks are likely to incur even greater costs and experience a significant decline in consumer trust. Thus, the fight against these serious problems entails the management of perceived, as well as actual, security. This paper examines how banks are responding to these challenges. First, assessments of the actual and consumer perceived threats along with the available technical solutions are provided. Second, a conceptual approach to dealing with the issues is proposed. Essential among the recommendations is the need to involve the consumer in managing security concerns. Third, an empirical study examines the actual response of the 200 largest US banks. The findings indicate that many banks are not meeting these challenges and that significant opportunities for improvement exist. Smaller banks, in particular, are failing to take the necessary actions. Specific recommendations to help improve actual security and increase consumer trust in the system are proposed.     

论金融消费者保护的“横向适度”与“纵向适度”

加强对金融消费者的保护是对国际金融危机的主要反思结论,怛同时又要警惕保护过度和保护失度对金融机构、金融消费者自身、金融行业所带来的负面影响。在进行金融消费者保护的具体制度设计时必须把握好保护的“度”,做到横向适度与纵向适度。金融消费者保护的横向适度就是要实现全面一般保护与特殊群体特殊保护之间的平衡,实行金融消费者保护的差异化,区别对待不同金融消费者。金融消费者保护的纵向适度就是要寻求加强金融消费者保护与推动金融创新之间的平衡,治理金融排斥与控制低端金融市场无序发展之间的平衡。     

消费金融创新与监管:欧美经验、教训与启示

本文针对消费金融市场金融服务和产品不断创新化和复杂化的趋势以及消费者金融素养参差不齐的现状,从消费者、金融机构和监管部门三个角度分析目前消费金融市场的问题,综述近年来欧美颁布的重要消费金融监管政策和计划,涵盖信用卡借贷、抵押贷款再融资、贷款合同条款再协商、消费者保护等领域,详细阐述其实施的经济效果,以期为中国未来政策的制定提供有效参考。从发达国家消费金融监管的经验教训来看,应重视信息呈现方式的经济效果,完善披露制度,制定政策时需考虑同目标不同政策组合的合理性与可行性。     

城市群政策能否促进区域金融协调发展?——基于方言视角下的实证检验

基于中国区域金融高质量发展的现实要求,本文试图解释城市群政策对金融协调发展的影响,并深入探究其中的机制路径。研究发现,城市群政策有效提升了地区的金融发展质量,一方面提升了金融发展总量,另一方面弥合了地区间的金融发展差距,由此实现了总量和均衡的双重拟合。进一步地,本文确证了方言一致性在整体上有助于城市群政策发挥积极作用,不仅在城市群内部促进了金融协调发展,还在城市群分割处弱化了由城市群政策带来的市场分割效应,体现了非正式制度在"正式制度-金融要素"之间扮演的重要角色。从机制上看,与城市群密切相关的地方文化--方言,更多的是通过经济个体间的身份认同(信任)来促成地区间的金融协调发展。鉴于此,本文认为对城市群的划分和发展,不仅要考虑地理距离,还应考虑以方言为代表的文化距离,并提出了相应的政策建议。     

Trust and corporate cash holdings

We examine the relation between the level of trust in a country and corporate cash holdings. The precautionary savings motive predicts that firms located in countries with less trusting societies will hoard more cash in order to compensate for reduced access to capital markets. The agency hypothesis predicts that shareholders in countries with low levels of societal trust will pressure firms to disgorge cash. The first theory predicts a negative relation between trust and corporate cash holdings while the second theory predicts a positive relation between these two variables. Using data on firms located in 54 countries around the world, we find evidence in favor of the agency-based explanation for the relation between trust and corporate cash holdings. Overall, our results highlight the role played by informal institutions in shaping corporate financial management.     

发达国家金融消费者权益保护制度对我国的启示

上世纪90年代以来,随着我国金融业改革力度不断加强,金融创新工作得到了很大发展,种类繁多的金融产品随之产生。虽然消费者藉此获得了丰厚收益,但同时也加大了金融消费的风险性。随着金融危机的爆发,金融消费者与金融机构的矛盾日益尖锐,金融消费者权益保护问题备受关注。相比国外较为成熟的法律机制和保护机构体系,我国在金融消费者权益保护方面的缺陷致使问题较为突出。如何构建一套适合我国国情的金融消费者保护体系,成为我国金融改革的当务之急。本文通过概述金融消费者权益内涵、研究国外金融消费者保护制度和相关措施,探索我国金融消费者保护有效途径,以推进我国相关法律制度的建设。     

An intersectional approach to evaluating consumer financial literacy

This study applies a novel approach to explore consumer financial literacy—the necessary skills and knowledge to make personal financial decisions—across different demographic groups. Rather than exploring demographic variables independently of each other, an intersectional approach is employed to identify the most critical and vulnerable consumer groups in light of financial literacy. A survey of 1047 respondents from a panel of consumers residing in the United States demonstrates that identifying the most critical and vulnerable consumer groups is achieved using an intersectional approach. For example, although we find Generation Y exhibits lower financial literacy compared with previous generations, by examining the demographic variables simultaneously, we find that Generation Y females who are members of ethnical minorities are at the greatest risk of being financially vulnerable. Implications for research and financial literacy programs are discussed.     

Branding and relationships: Customer and supplier perspectives

This paper explores and investigates the role of branding within financial services. Specifically, the study aims to assess the importance of branding and its associated elements including brand image and brand experience in the relationships that exist between consumers and their financial brands. It aims to achieve this through research, which identifies gaps between the managerial and consumer perspectives on branding in relationships in retail financial services. It is well established that the characteristics of services are different from those of manufactured goods and that service personnel play a central role in the services experience. Moreover, the concept of relationship marketing within services proclaims the importance of one-to-one relationships between businesses and customers as well as relationships between consumers and their brands. Drawing from the fields of brand management, relationship marketing and services marketing, this research aims to investigate the perceptional differences between consumers and suppliers in relation to the importance of branding in financial service relationships. The research findings indicate that brand experience appears to be far more salient than brand image in shaping and building meaningful and lasting brand perceptions and promoting customer retention.