The Mediating Role of Institutional Trust on Corporate Image and Customer Trust in Iraqi Banking Sector
In today's highly volatile environment, banks strive to leverage the perceptions of their multiple customers more than ever before to build a sustainable competitive advantage. Accordingly, corporate image and customer trust concepts are vital for academicians and practitioners concerning thei...
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| Format: | Article |
| Language: | English |
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University of Djelfa
2021-03-01
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| Series: | مجلة بحوث الادارة والاقتصاد |
| Subjects: | |
| Online Access: | https://mer-j.com/merj/index.php/merj/article/view/153 |
| _version_ | 1797230413808140288 |
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| author | Hamid Mohsin Jadah Manar Hayder Ali Alghanimi Noor Hashim Mohammed Al-Husainy |
| author_facet | Hamid Mohsin Jadah Manar Hayder Ali Alghanimi Noor Hashim Mohammed Al-Husainy |
| author_sort | Hamid Mohsin Jadah |
| collection | DOAJ |
| description |
In today's highly volatile environment, banks strive to leverage the perceptions of their multiple customers more than ever before to build a sustainable competitive advantage. Accordingly, corporate image and customer trust concepts are vital for academicians and practitioners concerning their potential impact on internal and external stakeholders. Recognizing the intensified significance of a multi-stakeholder perspective, the current study attempts to contribute to the literature by examining the mediating role of institutional trust on the relationship between corporate image and customer trust. The study applies the partial least squares structural equation modelling (PLS-SEM) method to examine this relationship. The data are collected from 372 Iraqi banking customers using a random sampling technique. The finding for path-1 shows a positive and significant association between corporate image, institutional trust, and trust in online banking services. Similarly, the result of path-2 also reveals a positive and significant association between institutional trust and trust in online banking services. Finally, bias-corrected bootstrapping confirms that institutional trust plays a mediating role between corporate image and trust in online banking services in Iraq. This study has important theoretical and practical implications. It not only fills some of the gaps in the literature about trust in online banking services, particularly for Iraq, but it also reinforces to policymakers that institutional trust is an important factor in promoting customers' trust in financial services.
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| first_indexed | 2024-04-24T15:28:06Z |
| format | Article |
| id | doaj.art-b64985acf1e34610bc04807a1e5cd377 |
| institution | Directory Open Access Journal |
| issn | 2676-184X 2710-8856 |
| language | English |
| last_indexed | 2024-04-24T15:28:06Z |
| publishDate | 2021-03-01 |
| publisher | University of Djelfa |
| record_format | Article |
| series | مجلة بحوث الادارة والاقتصاد |
| spelling | doaj.art-b64985acf1e34610bc04807a1e5cd3772024-04-02T05:43:51ZengUniversity of Djelfaمجلة بحوث الادارة والاقتصاد2676-184X2710-88562021-03-013110.48100/merj.2021.153153The Mediating Role of Institutional Trust on Corporate Image and Customer Trust in Iraqi Banking SectorHamid Mohsin Jadah0Manar Hayder Ali Alghanimi1Noor Hashim Mohammed Al-Husainy2Department of Finance and Banking, College of Administration and Economics, University of Kerbala (Iraq)Babylon Technical Institution, AL-Furat AL-Awsat Technical University (Iraq)Imam AL-Kadhum College for Islamic Studies, Babylon Departments, (Iraq) In today's highly volatile environment, banks strive to leverage the perceptions of their multiple customers more than ever before to build a sustainable competitive advantage. Accordingly, corporate image and customer trust concepts are vital for academicians and practitioners concerning their potential impact on internal and external stakeholders. Recognizing the intensified significance of a multi-stakeholder perspective, the current study attempts to contribute to the literature by examining the mediating role of institutional trust on the relationship between corporate image and customer trust. The study applies the partial least squares structural equation modelling (PLS-SEM) method to examine this relationship. The data are collected from 372 Iraqi banking customers using a random sampling technique. The finding for path-1 shows a positive and significant association between corporate image, institutional trust, and trust in online banking services. Similarly, the result of path-2 also reveals a positive and significant association between institutional trust and trust in online banking services. Finally, bias-corrected bootstrapping confirms that institutional trust plays a mediating role between corporate image and trust in online banking services in Iraq. This study has important theoretical and practical implications. It not only fills some of the gaps in the literature about trust in online banking services, particularly for Iraq, but it also reinforces to policymakers that institutional trust is an important factor in promoting customers' trust in financial services. https://mer-j.com/merj/index.php/merj/article/view/153Corporate ImageCustomer TrustInstitutional TrustIraqi Banking Sector |
| spellingShingle | Hamid Mohsin Jadah Manar Hayder Ali Alghanimi Noor Hashim Mohammed Al-Husainy The Mediating Role of Institutional Trust on Corporate Image and Customer Trust in Iraqi Banking Sector مجلة بحوث الادارة والاقتصاد Corporate Image Customer Trust Institutional Trust Iraqi Banking Sector |
| title | The Mediating Role of Institutional Trust on Corporate Image and Customer Trust in Iraqi Banking Sector |
| title_full | The Mediating Role of Institutional Trust on Corporate Image and Customer Trust in Iraqi Banking Sector |
| title_fullStr | The Mediating Role of Institutional Trust on Corporate Image and Customer Trust in Iraqi Banking Sector |
| title_full_unstemmed | The Mediating Role of Institutional Trust on Corporate Image and Customer Trust in Iraqi Banking Sector |
| title_short | The Mediating Role of Institutional Trust on Corporate Image and Customer Trust in Iraqi Banking Sector |
| title_sort | mediating role of institutional trust on corporate image and customer trust in iraqi banking sector |
| topic | Corporate Image Customer Trust Institutional Trust Iraqi Banking Sector |
| url | https://mer-j.com/merj/index.php/merj/article/view/153 |
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