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Banking Diversity and Trust in Banking Services

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Institutional Diversity in Banking

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Abstract

The objective of the research was to identify the determinants of trust in the banks in Poland. In 2006–2016, the role of the factors determining trust changed. Banks are expected not only to provide security and high-level services, but also to be responsible, honest, fair, principled and truthful. There is strong polarization and radicalization in the social evaluation of banks. Diversification of trust in the brands of individual banks is growing. The analysis covered 2004–2016. The research used the grade model of trust, Structural Equation Modeling, the CHAID analysis, touchpoints mapping and Latent Gold segmentation.

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Authors and Affiliations

  1. Faculty of Economic Sciences, Warsaw University of Life Sciences (SGGW), Nowoursynowska 166 St, 02-787, Warsaw, Poland

    Marcin Idzik

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  1. Marcin Idzik
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Correspondence to Marcin Idzik .

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  1. c/o EBES, Cracow University of Economics, Fatih, Istanbul, Turkey

    Ewa Miklaszewska

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Idzik, M. (2017). Banking Diversity and Trust in Banking Services. In: Miklaszewska, E. (eds) Institutional Diversity in Banking. Palgrave Macmillan Studies in Banking and Financial Institutions. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-319-42073-8_9

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  • DOI: https://doi.org/10.1007/978-3-319-42073-8_9

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  • Publisher Name: Palgrave Macmillan, Cham

  • Print ISBN: 978-3-319-42072-1

  • Online ISBN: 978-3-319-42073-8

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