Trust and customer engagement in the banking sector in Ghana

Kosiba, JP; Boateng, H; Okoe, AF; Hinson, R

Trust and customer engagement in the banking sector in Ghana

Kosiba, JP Boateng, H

Okoe, AF Hinson, R

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Publisher:: Taylor & Francis (Routledge)
Publication Type:: Journal Article
Citation:: Service Industries Journal, 2020, 40, (13-14), pp. 960-973
Issue Date:: 2020

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Field	Value	Language
dc.contributor.author	Kosiba, JP
dc.contributor.author	Boateng, H https://orcid.org/0000-0002-7949-5557
dc.contributor.author	Okoe, AF
dc.contributor.author	Hinson, R
dc.date.accessioned	2020-09-28T21:40:41Z
dc.date.available	2020-09-28T21:40:41Z
dc.date.issued	2020
dc.identifier.citation	Service Industries Journal, 2020, 40, (13-14), pp. 960-973
dc.identifier.issn	1743-9507
dc.identifier.issn	1743-9507
dc.identifier.uri	http://hdl.handle.net/10453/142904
dc.description.abstract	© 2018, © 2018 Informa UK Limited, trading as Taylor & Francis Group. Customer engagement has become a topical issue in the marketing literature in recent times. Many researchers have called for more research to be done on the antecedents of customer engagement. In response to this call, we examine the impact of trust on customer engagement. We used the survey research design to address the research question. We used the intercept approach to select the participants of the study. We collected the data from retail banking customers in Ghana. The hypotheses were tested using Structural Equation Modelling (SEM). The findings of this study show that trust in service providers and economy-based trust have a significant and positive effect on emotional engagement, cognitive engagement, and behavioural engagement. The implications of the findings have been discussed at the end of the paper.
dc.language	English
dc.publisher	Taylor & Francis (Routledge)
dc.relation.ispartof	Service Industries Journal
dc.relation.isbasedon	10.1080/02642069.2018.1520219
dc.rights	info:eu-repo/semantics/restrictedAccess
dc.subject	1504 Commercial Services, 1505 Marketing, 1506 Tourism
dc.subject.classification	Marketing
dc.title	Trust and customer engagement in the banking sector in Ghana
dc.type	Journal Article
utslib.citation.volume	40
utslib.for	1504 Commercial Services
utslib.for	1505 Marketing
utslib.for	1506 Tourism
pubs.organisational-group	/University of Technology Sydney/Faculty of Arts and Social Sciences
pubs.organisational-group	/University of Technology Sydney/Faculty of Arts and Social Sciences/IKM and Digital Studies Program
pubs.organisational-group	/University of Technology Sydney
utslib.copyright.status	closed_access	*
pubs.consider-herdc	false
dc.date.updated	2020-09-28T21:40:35Z
pubs.issue	13-14
pubs.publication-status	Published
pubs.volume	40
utslib.citation.issue	13-14

Abstract:

© 2018, © 2018 Informa UK Limited, trading as Taylor & Francis Group. Customer engagement has become a topical issue in the marketing literature in recent times. Many researchers have called for more research to be done on the antecedents of customer engagement. In response to this call, we examine the impact of trust on customer engagement. We used the survey research design to address the research question. We used the intercept approach to select the participants of the study. We collected the data from retail banking customers in Ghana. The hypotheses were tested using Structural Equation Modelling (SEM). The findings of this study show that trust in service providers and economy-based trust have a significant and positive effect on emotional engagement, cognitive engagement, and behavioural engagement. The implications of the findings have been discussed at the end of the paper.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/142904