期刊
INTERNATIONAL JOURNAL OF CONSUMER STUDIES
卷 33, 期 4, 页码 468-476出版社
WILEY-BLACKWELL
DOI: 10.1111/j.1470-6431.2009.00777.x
关键词
Service quality; trust; loan services; generational differences
类别
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.
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