Abstract
We examine the effect of service quality on consumer trust and commitment in the context of obtaining a financial loan and how these relationships vary across different generational cohorts. We find that the service quality offered by a loan officer has a significant effect on consumer trust towards a financial institution, which in turn influences consumer commitment to a financial institution for a future transaction. We also find that relative strengths of a few paths in the model differ across different age cohorts, indicating some generational variability in the relationship between service quality, trust and commitment.
| Original language | English |
|---|---|
| Pages (from-to) | 468-476 |
| Number of pages | 9 |
| Journal | International Journal of Consumer Studies |
| Volume | 33 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - Jul 2009 |
| Externally published | Yes |
Keywords
- Generational differences
- Loan services
- Service quality
- Trust
ASJC Scopus subject areas
- Applied Psychology
- Economics and Econometrics
- Public Health, Environmental and Occupational Health
- Marketing