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Banking Diversity and Trust in Banking Services

In: Institutional Diversity in Banking

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  • Marcin Idzik

    (Warsaw University of Life Sciences (SGGW))

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.

Suggested Citation

  • Marcin Idzik, 2017. "Banking Diversity and Trust in Banking Services," Palgrave Macmillan Studies in Banking and Financial Institutions, in: Ewa Miklaszewska (ed.), Institutional Diversity in Banking, chapter 9, pages 219-256, Palgrave Macmillan.
  • Handle: RePEc:pal:pmschp:978-3-319-42073-8_9
    DOI: 10.1007/978-3-319-42073-8_9
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    Cited by:

    1. Sergey A. Chunikhin & Evgeny A. Kuzmin & Luidmila V. Pushkareva, 2019. "Studying the banking industry’s stability through market concentration indices," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 6(4), pages 1663-1679, June.

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