Purpose

This study identifies predictors of customers' trust in banks at both the banking system level and toward individual banks. A mixed methods technique is utilized which combines both customers' and bankers' perspectives.

Design/methodology/approach

The study utilizes mixed methods, including a questionnaire survey of 1017 bank customers from retail banks, together with qualitative research derived from ten interviews with Israeli bankers.

Findings

The quantitative study shows that transparency is mediated between perception of price fairness and integrity of the banking system level and trust toward individual banks. Customer satisfaction was found to be a mediator between integrity of the banking system and trust in the individual bank. Qualitative analysis of interviews with bankers yielded six themes: integrity, transparency, price perception, service, bank image and regulation.

Research limitations/implications

This study adumbrates specific aspects of the banking system and of individual banks. Cultural differences pertaining to trust might validate the findings when the study is replicated in other countries.

Originality/value

Since customers are universally considered as key bank stakeholders, insights are provided concerning determinants at the banking system level and toward individual banks, both crucial to explain trust. From both managerial and policymaking perspectives, this study contains valuable practical implications.

中文翻译：

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从客户和银行家的互惠视角研究对以色列银行系统的信任：混合方法研究

目的

这项研究确定了客户在银行系统级别以及对单个银行的信任程度。利用了一种混合方法技术，该技术结合了客户和银行家的观点。

设计/方法/方法

这项研究采用了多种方法，包括对来自零售银行的1017名银行客户的问卷调查，以及对以色列银行家进行十次访谈得出的定性研究。

发现

定量研究表明，透明度是在对价格公平性和银行体系水平的完整性与对单个银行的信任之间的。发现客户满意度是银行体系的完整性与对单个银行的信任之间的中介。对银行家采访的定性分析产生了六个主题：诚信，透明，价格感知，服务，银行形象和监管。

研究局限/意义

这项研究概括了银行体系和各个银行的特定方面。当研究在其他国家重复进行时，与信任有关的文化差异可能会验证研究结果。

创意/价值

由于客户被普遍认为是关键的银行利益相关者，因此提供了有关银行系统级别决定因素以及单个银行的决定因素的见解，这对于解释信任至关重要。从管理和政策制定的角度来看，这项研究都包含了宝贵的实践意义。