The antecedents of trust in B2B banking services in South Korea

2.50
Hdl Handle:
http://hdl.handle.net/10547/622538
Title:
The antecedents of trust in B2B banking services in South Korea
Authors:
Lee, Hagsoo
Abstract:
In the rapidly changing and competitive environments, companies are forced to develop long-term relationships with their customers. Trust has been considered as key element to establish, maintain and enhance relationships. There exists a large body of literature with models and theories of trust, however, the majority of these studies feature a Western perspective, having been conducted in Europe or the US. Relatively few studies in this area have been carried out in Asia, and of those that have been, most were done in the Middle East or in China, thus presenting an incomplete picture of the Asian market. South Korea is the third largest economy in Asia and 11th largest in the world. Nevertheless, there is very limited work that has been done in this area of research in South Korea. Therefore, the purpose of this research is to develop a conceptual model that examines the antecedents of trust in business to business (B2B) banking services in the context of South Korea. In so doing, this study provides critical implications for managers of financial service institutions. A conceptual model was developed from the existing literature on trust and the antecedents of trust, including the constructs of corporate reputation, service quality, perceived value, competence, customer orientation and open communication. A set of hypotheses concerning direct and indirect links between constructs was derived from the literature. The conceptual model was tested on data collected from more than 200 companies in South Korea during a 7 weeks period in 2017. A pilot test was conducted and frequency distributions of the sample were calculated using SPSS and Structural Equation modelling (SEM) using LISREL was employed to test the proposed model. Additionally t-test and ANOVA analysis was conducted to test the effect of the demographic factors of the participants on the variables of this study. The results indicate that the proposed theoretical framework was consistent and valid scales for all constructs. The measurement model for each construct showed good measures of fit. Associated with the structural model, all constructs except corporate reputation were found to have a positive effect on trust.
Affiliation:
University of Bedfordshire
Publisher:
University of Bedfordshire
Issue Date:
Oct-2017
URI:
http://hdl.handle.net/10547/622538
Type:
Thesis or dissertation
Language:
en
Description:
A thesis submitted to the University of Bedfordshire in partial fulfilment of the requirements for the degree of Master of Philosophy
Appears in Collections:
Masters e-theses

Full metadata record

DC FieldValue Language
dc.contributor.authorLee, Hagsooen
dc.date.accessioned2018-03-13T12:19:54Z-
dc.date.available2018-03-13T12:19:54Z-
dc.date.issued2017-10-
dc.identifier.urihttp://hdl.handle.net/10547/622538-
dc.descriptionA thesis submitted to the University of Bedfordshire in partial fulfilment of the requirements for the degree of Master of Philosophyen
dc.description.abstractIn the rapidly changing and competitive environments, companies are forced to develop long-term relationships with their customers. Trust has been considered as key element to establish, maintain and enhance relationships. There exists a large body of literature with models and theories of trust, however, the majority of these studies feature a Western perspective, having been conducted in Europe or the US. Relatively few studies in this area have been carried out in Asia, and of those that have been, most were done in the Middle East or in China, thus presenting an incomplete picture of the Asian market. South Korea is the third largest economy in Asia and 11th largest in the world. Nevertheless, there is very limited work that has been done in this area of research in South Korea. Therefore, the purpose of this research is to develop a conceptual model that examines the antecedents of trust in business to business (B2B) banking services in the context of South Korea. In so doing, this study provides critical implications for managers of financial service institutions. A conceptual model was developed from the existing literature on trust and the antecedents of trust, including the constructs of corporate reputation, service quality, perceived value, competence, customer orientation and open communication. A set of hypotheses concerning direct and indirect links between constructs was derived from the literature. The conceptual model was tested on data collected from more than 200 companies in South Korea during a 7 weeks period in 2017. A pilot test was conducted and frequency distributions of the sample were calculated using SPSS and Structural Equation modelling (SEM) using LISREL was employed to test the proposed model. Additionally t-test and ANOVA analysis was conducted to test the effect of the demographic factors of the participants on the variables of this study. The results indicate that the proposed theoretical framework was consistent and valid scales for all constructs. The measurement model for each construct showed good measures of fit. Associated with the structural model, all constructs except corporate reputation were found to have a positive effect on trust.en
dc.language.isoenen
dc.publisherUniversity of Bedfordshireen
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjecttrusten
dc.subjectbusiness to businessen
dc.subjectbankingen
dc.subjectSouth Koreaen
dc.titleThe antecedents of trust in B2B banking services in South Koreaen
dc.typeThesis or dissertationen
dc.contributor.departmentUniversity of Bedfordshireen
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