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Title: Rebuilding customer trust in the British retail banking industry following the recent financial crisis
Author: Ahmed, Shakeel
Awarding Body: University of Liverpool
Current Institution: University of Liverpool
Date of Award: 2015
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The main objective of this study was to evaluate the ramifications of the recent financial crisis on the retail banking providers’ cognitive and affective trust dimensions. In addition, the study aimed to consider the impact of different functional quality measures, e.g., complaint handling, customer engagement, staff engagement, branch presence and financial literacy on the reinstatement of customer trust. In doing so, this study offers and discusses empirical findings via a mixed methods approach where supporting data has been obtained from two focus group interactions, questionnaires completed by 508 banking customers and 20 semi-structured interviews conducted with banking officials in the UK.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available
Keywords: H Social Sciences (General)