Model of Consumer Trust to E-finance on Emerging European Markets

• Autorzy: Sławomir Smyczek
• Języki publikacji: EN

Abstrakty

EN

The article presents information on growth in e-finance services that has opened new area of activity and competition for financial institutions. This sector uses internet-based financial risk analysis, marketing activities and decision support and examines consumer trust with reference to the use of these e-service websites. Emerging markets like Romania and Poland have dispersed markets and customers are free to choose financial institution that provide services and manage financial assets.(original abstract)

Słowa kluczowe

EN

Capital market; Consumer; Financial institutions; Risk assessment; Financial services

PL

Rynek kapitałowy; Konsument; Instytucje finansowe; Ocena ryzyka; Usługi finansowe

• Czasopismo: Journal of Economics & Management / University of Economics in Katowice
• Rocznik: 2012
• Numer: nr 9
• Strony: 5--22

Twórcy

autor

Sławomir Smyczek

• Uniwersytet Ekonomiczny w Katowicach

Bibliografia

• Aaker D.A. (1996): Building Strong Brands. Free Press, New York.
• Andreassen T.W. & Lindestad B. (1998): Customer Loyalty and Complex Services:Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty forCustomers with Varying Degrees of Service Expertise. "International Journal of Service Industry Management", Vol. 9 (1), p. 7-23.
• Arbruckle J. (1997): Amos Version 3.6. SmallWaters Corporation.
• Biel A.L. (1992): How Brand Image Drives Brand Equity. "Journal of Advertising Research" Vol. 32 (6), p. 6-12.
• Bitner M.J. (1990): Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. "Journal of Marketing", Vol. 54 (2), p. 68-82.
• Brown D.E. (2004): Human Universels, Human Nature, and Human Culture. Daedalus.
• Brown S.W., Cowles D.L. & Tuten D.L. (1996): Service Recovery: Its Value as Retail Strategy."International Journal of Service Industry Management", Vol. 7 (5), p. 32-46.
• Chin W.W. (1998): Issues and Opinions on Structural Equation Modeling. "MIS Quarterly", No. 22, p. 7-16.
• Chmielarz W. (1999): Systemy elektronicznej bankowości i cyfrowej płatności. PWE, Warszawa.
• Croin J.J. & Taylor S.A. (1992): Measuring Service Quality: Re-examination and Extension. "Journal of Marketing", Vol. 56 (3), p. 55-68.
• Crossman A. & Lee-Kelley L. (2004): Trust, Commitment and Team Working: The Paradox of Virtual Organizations. "Global Networks", Vol. 4 (4), p. 375-390.
• Cummings L.L. & Bromiley P. (1996): The Organizational Trust Inventory (OTI). Development and Validation. In: Trust in Organizations: Frontiers of Theory and Research. Eds. R.M. Kramer & T.R. Tyler. Sage, California.
• Dado J. (2003): Impact of Internet on Service Market. In: Wykorzystanie internetu w marketingu. Eds. K. Karcz & A. Bajdak. AE, Katowice.
• Dasgupta P. (1988): Trust as a Commodity. In: Trust: Making and Breaking Cooperative Relations. Ed. D. Gambetta. Basil Blackwell, New York.
• Doney P.M. & Cannon J.P. (1997): An Examination of the Nature of Trust in Buyerseller Relationships. "Journal of Marketing", Vol. 61 (2), p. 35-51.
• Eysenbach G. (2001): What Is e-health? "Journal of Medical Internet Research", Vol. 3 (2), p. 20.
• Fukuyama S.C. (1996): Trust Still Counts in a Virtual World. "Forbes", 2 December.
• Garbarino E. & Johnson M. (1999): The Different Roles of Satisfaction, Trust and Commitment in Customer Relationships. "Journal of Marketing", Vol. 63 (2), p. 70-87.
• Gatnar E. & Walesiak M. (2004): Metody statystycznej analizy wielowymiarowej w badaniach marketingowych. AE, Wrocław.
• Gefen D. & Straub D. (2003): Managing User Trust in B2C E-services. "E-Service Journal", Bloomington, Winter, Vol. 1 (2), p. 7-18.
• Gommans M., Krishnan K.S. & Scheffold K.B. (2001): From Brand Loyalty to E-loyalty: A Conceptual Framework. "Journal of Economics and Social Research", Vol. 3 (1), p. 43-58.
• Gordon D., Geiger G., Lowe N. & Jickling J. (1998): What Is an Electronic Patient Record? Proceedings of the AMIA Annual Fall Symposium, p. 240-244.
• Grandys A.J. (1999): Usługi finansowe w rzeczywistości wirtualnej. "Bank", No. 9, p. 40-41.
• Gummerus J., Liljander V., Pura M. & van Riel A. (2004): Customer Loyalty to Contentbased Web Sites: The Case of an Online Health-care Service. "Journal of Services Marketing", Vol. 18(3), p. 175-186.
• Hair J.F., Andreson R.E., Tatham R.L. & Black W.C. (1998). Multivariate Data Analysis. Prentice Hall, New York.
• Hocutt M.A. (1998): Relationship Dissolution Model: Antecedents of Relationship Commitment and the Likelihood of Dissolving a Relationship. "International Journal of Service Industry Management", No. 2, p. 189-198.
• Jarvenpaa S.L., Tractisky N. & Vitale M. (2000): Consumer Trust in an Internet Store. "Information Technology and Management", Vol. 1, p. 45-71.
• Kalakota R. & Frei F. (1997): Frontiers of On-line Financial Services. In: Banking and Finance on the Internet. Ed. M.J. Cronin. New York.
• Kalkman J.B. & Peters M.: Banking Electronics. "The McKinsey Quarterly", No. 1, p. 43-52.
• Karcz K. & Bajdak A. (2005): Badania marketingowe w internecie. AE, Katowice.
• Kędzior Z. & Karcz K. (1998): Modele zachowań gospodarstw domowych przedsiębiorstw (lata 2000-2010). CBiE, Katowice.
• Keller K.L. (1993): Conceptualizing, Measuring and Managing Customer-based Brand Equity. "Journal of Consumer Marketing", Vol. 57, No. 1, p. 1-22.
• Kelly K. (2001): Nowe reguły nowej gospodarki. WIG-Press, Warszawa. Loveman G.W. (1998): Employee Satisfaction, Customer Loyalty, and Financial Performance. "Journal of Service Research", Vol. 1 (1), p. 18-31.
• Luhmann N. (1979): Trust and Power. Wiley, New York.
• Matysiewicz J. (2005): Relationship Marketing in Health Care Sector in Poland - The Influence of the Economic Transition and European Integration Process. In: Proceedings: 8th Vaasa Conference on International Business, Vaasa, Finland.
• Miettila A. & Moller K. (1990): Interaction Perspective into Professional Business Services: A Conceptual Analysis. In: Research Developments in International Industrial Marketing and Purchasing. Eds. R. Fiocca & I. Snehota. Proceedings of the 6th IMP Conference, University of Bocconi, Milan, Italy.
• Moorman C., Deshpande R. & Zaltman G. (1993): Factors Affecting Trust in Market Research Relationships. "Journal of Marketing", Vol. 57 (1), p. 81-101.
• Morgan R.M. & Hunt Sh.D. (1994): The Commitment-trust Theory of Relationship Marketing. "Journal of Marketing", Vol. 58, p. 20-38.
• Otto J. (2003): Wykorzystanie internetu w działalności marketingowej firm ubezpieczeniowych. In: Wykorzystanie internetu w marketingu. Eds. K. Karcz & A. Bajdak.AE, Katowice.
• Papadopoulou P., Andreou A., Kanellis P. & Martakos D. (2001): Trust and Relationship Building in Electronic Commerce. "Internet Research", Bradford, Vol. 1, p. 322-333.
• Price L.L. & Arnould E.J. (1999): Commercial Friendships: Service Provider-client Relationships in Context. "Journal of Marketing", Vol. 63 (4), p. 38-56.
• Quesada G. (2004): A Study of eProcurement Technologies. Procurement Practices. Procurement Performance and their Relationship. The University of Toledo, Toledo, Ohio.
• Rust R.T. & Zahorik A.J. (1993): Customer Satisfaction, Customer Retention, and Market Share. "Journal of Retailing", Vol. 69 (2), p. 93-215.
• Sirdeshmukh D., Singh S. & Sabol B. (2002): Consumer Trust, Value, and Loyalty in Relational Exchanges. "Journal of Marketing", Vol. 12 (66), p. 5-37.
• Smyczek S. (2007): Modele zachowań konsumentów na rynku usług finansowych. AE, Katowice.
• Swiecka B. (2004): Bankowość elektroniczna. Cedewu, Warszawa.
• Sznajder A. (2002): Marketing wirtualny. Oficyna Wydawnicza, Warszawa.
• Tax S.S., Brown S.W. & Chandrashekaran M. (1998): Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. "Journal of Marketing", Vol. 62, p. 60-76.
• Taylor S.A. & Hunter G. (2003): An Exploratory Investigation into the Antecedents of Satisfaction, Brand Attitude, and Loyalty within the (B2B) eCRM Industry. "Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior", Vol. 16, p. 19-35.
• Wijnholds H. (2000): Competitive Electricity Markets in the US and the UE: Can They Learn from Each Other? "Journal of Euromarketing", Vol. 11(2), p. 37-55.
• Williamson O.E. (1975): Markets & Hierarchies. Analysis and Antitrust Implications. A Study in the Economies of International Organization. Free Press, New York.
• Wirtz J. (2001): Improving the Measurement of Customer Satisfaction: Test of Three Methods to Reduce Halo. "Managing Service Quality", Vol. 9 (1), p. 37-55.
• Wojtyna A (2010): Czy tradycyjna ekonomia pozwala zrozumieć "nową gospodarkę". PTE, Vol. 3, No. 9.
• Zeithaml V.A., Berry L.L. & Parasuraman A. (1996): The Behavioral Consequences of Service Quality. "Journal of Marketing", Vol. 8(60), p. 31-46.