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The effect of service quality on trust and commitment varying across generations
Author(s) -
Cho Jinsook E.,
Hu Haiyan
Publication year - 2009
Publication title -
international journal of consumer studies
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.775
H-Index - 71
eISSN - 1470-6431
pISSN - 1470-6423
DOI - 10.1111/j.1470-6431.2009.00777.x
Subject(s) - financial institution , context (archaeology) , business , quality (philosophy) , institution , service (business) , officer , marketing , loan , service quality , database transaction , finance , sociology , political science , paleontology , social science , computer science , law , biology , philosophy , epistemology , programming language
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.