Abstract
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.
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The authors acknowledge funding from the Financial Services Research Forum in the conduct of the studies reported in this article.
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An erratum to this article is available at http://dx.doi.org/10.1057/fsm.2011.16.
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Ennew, C., Kharouf, H. & Sekhon, H. Trust in UK financial services: A longitudinal analysis. J Financ Serv Mark 16, 65–75 (2011). https://doi.org/10.1057/fsm.2011.8
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DOI: https://doi.org/10.1057/fsm.2011.8