Abstract

This study examines customer interaction in the banking sector. These interactions are strongly influenced by the dimensions of interpersonal trust, namely benevolence, cognitive, and affective trust. A survey was conducted in the banking sector of Sokoto State, Nigeria. A questionnaire was administered to 500 bank customers from 10 commercial banks, in which the respondents were asked to select their preferences based on a five-point Likert scale. The data were analyzed using PLS-SEM version 3.2. The results showed that benevolence, cognitive, and affective trust positively influence customer interaction in the banking sector in Sokoto State, Nigeria. In financial transactions, benevolence trust, in the form of care and protection from harm by the bank staff; cognitive trust, manifesting as reliability, reputation, competence, and commitment of bank staff; and affective trust, in the form of attention, emotional connection, and empathy shown by bank staff positively influence customer interaction in a bank. Bank executives and policymakers can draw lessons from these results and create awareness within the banking sector on factors that contribute toward retaining and attracting new customers. This will contribute significantly to the growth and development of the banking sector.

摘要

这项研究考察了银行业中的客户互动。这些互动受到人际信任维度（即仁慈，认知和情感信任）的强烈影响。在尼日利亚索科托州的银行业进行了一项调查。对来自10家商业银行的500名银行客户进行了问卷调查，其中要求受访者根据李克特五点量表选择偏好。使用PLS-SEM 3.2版分析数据。结果表明，仁慈，认知和情感信任对尼日利亚索科托州银行业的客户互动产生积极影响。在金融交易中，慈善信托以银行职员的照顾和保护免受伤害的形式存在；认知信任，表现为可靠性，声誉，能力，银行工作人员的承诺；银行工作人员表现出的注意力，情感联系和同情心等形式的情感信任对银行中的客户互动产生积极影响。银行高管和政策制定者可以从这些结果中吸取教训，并在银行部门内提高对留住和吸引新客户的因素的认识。这将极大地促进银行业的发展。