Trust and customer engagement in the banking sector in Ghana

Show simple item record Kosiba, J.P. Boateng, H. Okoe, A.F. Hinson, R. 2019-07-26T10:27:37Z 2019-07-26T10:27:37Z 2018-09
dc.identifier.citation John Paul Kosiba, Henry Boateng, Abednego Feehi Okoe & Robert Hinson(2018): Trust and customer engagement in the banking sector in Ghana, The Service IndustriesJournal, DOI: 10.1080/02642069.2018.1520219 en_US
dc.description.abstract 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. en_US
dc.language.iso en en_US
dc.publisher Service Industries Journal en_US
dc.subject Customer engagement en_US
dc.subject Economy-based trust en_US
dc.subject Ghana en_US
dc.subject Retail banking en_US
dc.subject Service-based trust en_US
dc.subject Trust en_US
dc.title Trust and customer engagement in the banking sector in Ghana en_US
dc.title.alternative 加纳银行业的信任和客户参与 en_US
dc.type Article en_US

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