How to cite this paper
Bilisbekov, N., Sarfo, C., Dandis, A & Eid, M. (2021). Linking bank advertising to customer attitudes: The role of cognitive and affective trust.Management Science Letters , 11(4), 1083-1092.
Refrences
Acar, M., & Temiz, H. (2017). Advertising effectiveness on financial performance of banking sector: Turkey case. International Journal of Bank Marketing, 35(4), 649-661.
Akrout, H., Diallo, M. F., Akrout, W., & Chandon, J.-L. (2016). Affective trust in buyer-seller relationships: a two-dimensional scale. Journal of Business & Industrial Marketing, 31(2), 260-273.
Alsajjan, B., & Dennis, C. (2010). Internet banking acceptance model: Cross-market examination. Journal of Business Research, 63(9-10), 957-963. doi:10.1016/j.jbusres.2008.12.014
Amoako, G. K., Anabila, P., Effah, E. A., & Kumi, D. K. (2017). Mediation role of brand preference on bank advertising and customer loyalty. International Journal of Bank Marketing, 35(6), 983-996.
Bachnik, K., & Nowacki, R. (2018). How to Build Consumer Trust: Socially Responsible or Controversial Advertising. Sustainability, 10, 2173.
Banks, D. T., Hutchinson, J. W., & Meyer, R. J. (2002). Reputation in marketing channels: Repeated-transactions bargaining with two-sided uncertainty. Marketing Science, 21(3), 251-272.
Bilton, S. (2016). Satisfied, loyal…. and leaving? The effect of trust and commitment on consumer satisfaction and loyalty: a study of a non-bank deposit taker and retail banks in New Zealand.
Bricci, L., Fragata, A., & Antunes, J. (2016). The effects of trust, commitment and satisfaction on customer loyalty in the distribution sector. Journal of Economics, Business and Management, 4(2), 173-177.
Brown, J. D. (2002). The Cronbach alpha reliability estimate. JALT Testing & Evaluation SIG Newsletter, 6(1).
Casalo, L. V., Flavián, C., & Guinalíu, M. (2007). The influence of satisfaction, perceived reputation and trust on a consumer's commitment to a website. Journal of Marketing Communications, 13(1), 1-17.
Colquitt, J. A., LePine, J. A., Piccolo, R. F., Zapata, C. P., & Rich, B. L. (2012). Explaining the justice–performance relationship: Trust as exchange deepener or trust as uncertainty reducer? Journal of applied psychology, 97(1), 1.
Cooper, D. R., & Schindler, P. S. (2003). Business Research Methods. McGraw-Hill: New York. In.
Darfah, E. F. (2019). BoG shuts down 347 insolvent microfinance companies. Retrieved from Graphic Online website: https://www.graphic.com.gh/business/business-news/ghana-news-bog-shuts-down-192-insolvent-microfinance-companies.html
Dowell, D., Morrison, M., & Heffernan, T. (2015). The changing importance of affective trust and cognitive trust across the relationship lifecycle: A study of business-to-business relationships. Industrial Marketing Management, 44, 119-130.
Drolet, A., & Aaker, J. (2002). Off‐target? Changing cognitive‐based attitudes. Journal of consumer psychology, 12(1), 59-68.
Eckford, R. D., & Barnett, D. L. (2016). Comparing paper-and-pencil and Internet survey methods conducted in a combat-deployed environment. Military Psychology, 28(4), 209-225.
Ennew, C., & Sekhon, H. (2007). Measuring trust in financial services: the Trust Index. Consumer Policy Review, 17, 62-68.
Erdem, F., & Ozen, J. (2003). Cognitive and affective dimensions of trust in developing team performance. Team Performance Management: An International Journal, 9(5/6), 131-135.
Erkmen, E., & Hancer, M. (2015). Linking brand commitment and brand citizenship behaviors of airline employees:“The role of trust”. Journal of Air Transport Management, 42, 47-54.
Farrell, A. M. (2010). Insufficient discriminant validity: A comment on Bove, Pervan, Beatty, and Shiu (2009). Journal of Business Research, 63(3), 324-327.
Flavián, C., Guinalíu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14. doi:10.1016/j.im.2005.01.002
Fuller, C. M., Simmering, M. J., Atinc, G., Atinc, Y., & Babin, B. J. (2016). Common methods variance detection in business research. Journal of Business Research, 69(8), 3192-3198.
Gambetta, D. (1988). Trust: Making and breaking cooperative relations: B. Blackwell New York, NY.
Gefen, D., Karahanna, E., & Straub, D. (2003). Trust and TAM in online shopping: An integrated model. Mis Quarterly, 27(1), 51-90. doi:10.2307/30036519
Gill, A. S., Flaschner, A. B., & Shachar, M. (2006). Factors that affect the trust of business clients in their banks. International Journal of Bank Marketing, 24(6), 384-405.
Grayson, K., Johnson, D., & Chen, D.-F. R. (2008). Is firm trust essential in a trusted environment? How trust in the business context influences customers. Journal of Marketing Research, 45(2), 241-256.
Grewal, R., Cote, J. A., & Baumgartner, H. (2004). Multicollinearity and measurement error in structural equation models: Implications for theory testing. Marketing Science, 23(4), 519-529.
Guiso, L. (2010). A Trist-Driven Financial Crisis. Implications for the Future of Financial Markets.
Ha, B.-C., Park, Y.-K., & Cho, S. (2011). Suppliers' affective trust and trust in competency in buyers: Its effect on collaboration and logistics efficiency. International Journal of Operations & Production Management, 31(1), 56-77.
Ha, V. (2020). The effects of attitude, trust and switching cost on loyalty in commercial banks in Ho Minh City. Accounting, 6(2), 151-160.
Hansen, M. H., Morrow Jr, J. L., & Batista, J. C. (2002). The impact of trust on cooperative membership retention, performance, and satisfaction: an exploratory study. The International Food and Agribusiness Management Review, 5(1), 41-59.
Howard, D. J., & Kerin, R. A. (2004). The effects of personalized product recommendations on advertisement response rates: The “try this. It works!” technique. Journal of consumer psychology, 14(3), 271-279.
Hultén, B. (2007). Customer segmentation: The concepts of trust, commitment and relationships. Journal of Targeting, Measurement and Analysis for Marketing, 15(4), 256-269.
Huq, M., & Tribe, M. (2018). Banking and Finance. In The Economy of Ghana (pp. 189-219): Springer.
Insko, C. A., Schopler, J., Gaertner, L., Wildschut, T., Kozar, R., Pinter, B., . . . Montoya, M. R. (2001). Interindividual–intergroup discontinuity reduction through the anticipation of future interaction. Journal of Personality and Social Psychology, 80(1), 95.
Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58(4), 500-507.
Kaushik, A. K., Mohan, G., & Kumar, V. (2020). Examining the Antecedents and Consequences of Customers' Trust Toward Mobile Retail Apps in India. Journal of Internet Commerce, 19(1), 1-31. doi:10.1080/15332861.2019.1686333
Kosiba, J. P., Boateng, H., Okoe, A. F., & Hinson, R. (2020). Trust and customer engagement in the banking sector in Ghana. The Service Industries Journal, 40(13-14), 960-973.
Lantieri, T., & Chiagouris, L. (2009). Brand trust in an age without trust: expert opinions. Journal of Consumer Marketing, 26(2), 78-86.
Macintosh, G., & Lockshin, L. S. (1997). Retail relationships and store loyalty: A multi-level perspective. International Journal of Research in Marketing, 14(5), 487-497. doi:10.1016/S0167-8116(97)00030-X
Malaquias, R. F., & Hwang, Y. (2016). An empirical study on trust in mobile banking: A developing country perspective. Computers in Human Behavior, 54, 453-461.
McAllister, D. J. (1995). Affect-and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of management journal, 38(1), 24-59.
McCole, P., Ramsey, E., & Williams, J. (2010). Trust considerations on attitudes towards online purchasing: The moderating effect of privacy and security concerns. Journal of Business Research, 63(9-10), 1018-1024.
Miranda, R., & Klement, J. (2009). Authentic trust in modern business. The Journal of Wealth Management, 11(4), 29-47.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Mukherjee, A., & Nath, P. (2003). A model of trust in online relationship banking. International Journal of Bank Marketing, 21(1), 5-15.
Nguyen, O. T. (2020). Factors affecting the intention to use digital banking in Vietnam. Journal of Asian Finance, Economics and Business, 7(3), 303-310. doi:10.13106/jafeb.2020.vol7.no3.303
Opoku, D. M. (2016). Parliament passes Deposit Protection Bill. http://citifmonline.com/2016/07/04/parliament-passes-deposit-protection-bill/
Parayitam, S., & Dooley, R. S. (2009). The interplay between cognitive-and affective conflict and cognition-and affect-based trust in influencing decision outcomes. Journal of Business Research, 62(8), 789-796.
Pickton, D., & Broderick, A. (2005). Integrated marketing communications (2nd ed.). United Kingdom: Pearson Education.
Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.
Rajavi, K., Kushwaha, T., & Steenkamp, J. B. E. (2019). In brands we trust? A multicategory, multicountry investigation of sensitivity of consumers’ trust in brands to marketing-mix ctivities. Journal of Consumer Research, 46(4), 651-670.
Roy, S. K., Devlin, J. F., & Sekhon, H. (2015). The impact of fairness on trustworthiness and trust in banking. Journal of Marketing Management, 31(9-10), 996-1017.
Sapienza, P., & Zingales, L. (2012). A trust crisis. International Review of Finance, 12(2), 123-131.
Schultz, D. (2016). The Future of Advertising or Whatever We’re Going to Call It. Journal of Advertising, 45(3), 276–285.
Sharif, K. J., Kalafatis, S. P., & Samouel, P. (2005). Cognitive and behavioural determinants of trust in small and medium-sized enterprises. Journal of Small Business and Enterprise Development, 12(3), 409-421.
Smyth, H., Gustafsson, M., & Ganskau, E. (2010). The value of trust in project business. International Journal of Project Management, 28(2), 117-129.
Sundin, K., & Nordin, F. (2013). Customer satisfaction in the Swedish financial sector. (Master's), Umeå Universitet
Thorson, E., & Rodgers, S. (2012). What Does “Theories of Advertising” Mean? In S. Rodgers & E. Thorson (Eds.), Advertising theory. New York: Routledge.
Uslaner, E. M. (2010). Trust and the economic crisis of 2008. Corporate Reputation Review, 13(2), 110-123.
van Esterik-Plasmeijer, P. W., & van Raaij, W. F. (2017). Banking system trust, bank trust, and bank loyalty. International Journal of Bank Marketing, 35(1), 97-111.
Wälti, S. (2012). Trust no more? The impact of the crisis on citizens’ trust in central banks. Journal of International Money and Finance, 31(3), 593-605.
World, B. (2017). Ghana's Microfinance Sector: Challenges, Risks and Recommendations.
Yang, J., Mossholder, K. W., & Peng, T. (2009). Supervisory procedural justice effects: The mediating roles of cognitive and affective trust. The Leadership Quarterly, 20(2), 143-154.
Akrout, H., Diallo, M. F., Akrout, W., & Chandon, J.-L. (2016). Affective trust in buyer-seller relationships: a two-dimensional scale. Journal of Business & Industrial Marketing, 31(2), 260-273.
Alsajjan, B., & Dennis, C. (2010). Internet banking acceptance model: Cross-market examination. Journal of Business Research, 63(9-10), 957-963. doi:10.1016/j.jbusres.2008.12.014
Amoako, G. K., Anabila, P., Effah, E. A., & Kumi, D. K. (2017). Mediation role of brand preference on bank advertising and customer loyalty. International Journal of Bank Marketing, 35(6), 983-996.
Bachnik, K., & Nowacki, R. (2018). How to Build Consumer Trust: Socially Responsible or Controversial Advertising. Sustainability, 10, 2173.
Banks, D. T., Hutchinson, J. W., & Meyer, R. J. (2002). Reputation in marketing channels: Repeated-transactions bargaining with two-sided uncertainty. Marketing Science, 21(3), 251-272.
Bilton, S. (2016). Satisfied, loyal…. and leaving? The effect of trust and commitment on consumer satisfaction and loyalty: a study of a non-bank deposit taker and retail banks in New Zealand.
Bricci, L., Fragata, A., & Antunes, J. (2016). The effects of trust, commitment and satisfaction on customer loyalty in the distribution sector. Journal of Economics, Business and Management, 4(2), 173-177.
Brown, J. D. (2002). The Cronbach alpha reliability estimate. JALT Testing & Evaluation SIG Newsletter, 6(1).
Casalo, L. V., Flavián, C., & Guinalíu, M. (2007). The influence of satisfaction, perceived reputation and trust on a consumer's commitment to a website. Journal of Marketing Communications, 13(1), 1-17.
Colquitt, J. A., LePine, J. A., Piccolo, R. F., Zapata, C. P., & Rich, B. L. (2012). Explaining the justice–performance relationship: Trust as exchange deepener or trust as uncertainty reducer? Journal of applied psychology, 97(1), 1.
Cooper, D. R., & Schindler, P. S. (2003). Business Research Methods. McGraw-Hill: New York. In.
Darfah, E. F. (2019). BoG shuts down 347 insolvent microfinance companies. Retrieved from Graphic Online website: https://www.graphic.com.gh/business/business-news/ghana-news-bog-shuts-down-192-insolvent-microfinance-companies.html
Dowell, D., Morrison, M., & Heffernan, T. (2015). The changing importance of affective trust and cognitive trust across the relationship lifecycle: A study of business-to-business relationships. Industrial Marketing Management, 44, 119-130.
Drolet, A., & Aaker, J. (2002). Off‐target? Changing cognitive‐based attitudes. Journal of consumer psychology, 12(1), 59-68.
Eckford, R. D., & Barnett, D. L. (2016). Comparing paper-and-pencil and Internet survey methods conducted in a combat-deployed environment. Military Psychology, 28(4), 209-225.
Ennew, C., & Sekhon, H. (2007). Measuring trust in financial services: the Trust Index. Consumer Policy Review, 17, 62-68.
Erdem, F., & Ozen, J. (2003). Cognitive and affective dimensions of trust in developing team performance. Team Performance Management: An International Journal, 9(5/6), 131-135.
Erkmen, E., & Hancer, M. (2015). Linking brand commitment and brand citizenship behaviors of airline employees:“The role of trust”. Journal of Air Transport Management, 42, 47-54.
Farrell, A. M. (2010). Insufficient discriminant validity: A comment on Bove, Pervan, Beatty, and Shiu (2009). Journal of Business Research, 63(3), 324-327.
Flavián, C., Guinalíu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14. doi:10.1016/j.im.2005.01.002
Fuller, C. M., Simmering, M. J., Atinc, G., Atinc, Y., & Babin, B. J. (2016). Common methods variance detection in business research. Journal of Business Research, 69(8), 3192-3198.
Gambetta, D. (1988). Trust: Making and breaking cooperative relations: B. Blackwell New York, NY.
Gefen, D., Karahanna, E., & Straub, D. (2003). Trust and TAM in online shopping: An integrated model. Mis Quarterly, 27(1), 51-90. doi:10.2307/30036519
Gill, A. S., Flaschner, A. B., & Shachar, M. (2006). Factors that affect the trust of business clients in their banks. International Journal of Bank Marketing, 24(6), 384-405.
Grayson, K., Johnson, D., & Chen, D.-F. R. (2008). Is firm trust essential in a trusted environment? How trust in the business context influences customers. Journal of Marketing Research, 45(2), 241-256.
Grewal, R., Cote, J. A., & Baumgartner, H. (2004). Multicollinearity and measurement error in structural equation models: Implications for theory testing. Marketing Science, 23(4), 519-529.
Guiso, L. (2010). A Trist-Driven Financial Crisis. Implications for the Future of Financial Markets.
Ha, B.-C., Park, Y.-K., & Cho, S. (2011). Suppliers' affective trust and trust in competency in buyers: Its effect on collaboration and logistics efficiency. International Journal of Operations & Production Management, 31(1), 56-77.
Ha, V. (2020). The effects of attitude, trust and switching cost on loyalty in commercial banks in Ho Minh City. Accounting, 6(2), 151-160.
Hansen, M. H., Morrow Jr, J. L., & Batista, J. C. (2002). The impact of trust on cooperative membership retention, performance, and satisfaction: an exploratory study. The International Food and Agribusiness Management Review, 5(1), 41-59.
Howard, D. J., & Kerin, R. A. (2004). The effects of personalized product recommendations on advertisement response rates: The “try this. It works!” technique. Journal of consumer psychology, 14(3), 271-279.
Hultén, B. (2007). Customer segmentation: The concepts of trust, commitment and relationships. Journal of Targeting, Measurement and Analysis for Marketing, 15(4), 256-269.
Huq, M., & Tribe, M. (2018). Banking and Finance. In The Economy of Ghana (pp. 189-219): Springer.
Insko, C. A., Schopler, J., Gaertner, L., Wildschut, T., Kozar, R., Pinter, B., . . . Montoya, M. R. (2001). Interindividual–intergroup discontinuity reduction through the anticipation of future interaction. Journal of Personality and Social Psychology, 80(1), 95.
Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58(4), 500-507.
Kaushik, A. K., Mohan, G., & Kumar, V. (2020). Examining the Antecedents and Consequences of Customers' Trust Toward Mobile Retail Apps in India. Journal of Internet Commerce, 19(1), 1-31. doi:10.1080/15332861.2019.1686333
Kosiba, J. P., Boateng, H., Okoe, A. F., & Hinson, R. (2020). Trust and customer engagement in the banking sector in Ghana. The Service Industries Journal, 40(13-14), 960-973.
Lantieri, T., & Chiagouris, L. (2009). Brand trust in an age without trust: expert opinions. Journal of Consumer Marketing, 26(2), 78-86.
Macintosh, G., & Lockshin, L. S. (1997). Retail relationships and store loyalty: A multi-level perspective. International Journal of Research in Marketing, 14(5), 487-497. doi:10.1016/S0167-8116(97)00030-X
Malaquias, R. F., & Hwang, Y. (2016). An empirical study on trust in mobile banking: A developing country perspective. Computers in Human Behavior, 54, 453-461.
McAllister, D. J. (1995). Affect-and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of management journal, 38(1), 24-59.
McCole, P., Ramsey, E., & Williams, J. (2010). Trust considerations on attitudes towards online purchasing: The moderating effect of privacy and security concerns. Journal of Business Research, 63(9-10), 1018-1024.
Miranda, R., & Klement, J. (2009). Authentic trust in modern business. The Journal of Wealth Management, 11(4), 29-47.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Mukherjee, A., & Nath, P. (2003). A model of trust in online relationship banking. International Journal of Bank Marketing, 21(1), 5-15.
Nguyen, O. T. (2020). Factors affecting the intention to use digital banking in Vietnam. Journal of Asian Finance, Economics and Business, 7(3), 303-310. doi:10.13106/jafeb.2020.vol7.no3.303
Opoku, D. M. (2016). Parliament passes Deposit Protection Bill. http://citifmonline.com/2016/07/04/parliament-passes-deposit-protection-bill/
Parayitam, S., & Dooley, R. S. (2009). The interplay between cognitive-and affective conflict and cognition-and affect-based trust in influencing decision outcomes. Journal of Business Research, 62(8), 789-796.
Pickton, D., & Broderick, A. (2005). Integrated marketing communications (2nd ed.). United Kingdom: Pearson Education.
Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.
Rajavi, K., Kushwaha, T., & Steenkamp, J. B. E. (2019). In brands we trust? A multicategory, multicountry investigation of sensitivity of consumers’ trust in brands to marketing-mix ctivities. Journal of Consumer Research, 46(4), 651-670.
Roy, S. K., Devlin, J. F., & Sekhon, H. (2015). The impact of fairness on trustworthiness and trust in banking. Journal of Marketing Management, 31(9-10), 996-1017.
Sapienza, P., & Zingales, L. (2012). A trust crisis. International Review of Finance, 12(2), 123-131.
Schultz, D. (2016). The Future of Advertising or Whatever We’re Going to Call It. Journal of Advertising, 45(3), 276–285.
Sharif, K. J., Kalafatis, S. P., & Samouel, P. (2005). Cognitive and behavioural determinants of trust in small and medium-sized enterprises. Journal of Small Business and Enterprise Development, 12(3), 409-421.
Smyth, H., Gustafsson, M., & Ganskau, E. (2010). The value of trust in project business. International Journal of Project Management, 28(2), 117-129.
Sundin, K., & Nordin, F. (2013). Customer satisfaction in the Swedish financial sector. (Master's), Umeå Universitet
Thorson, E., & Rodgers, S. (2012). What Does “Theories of Advertising” Mean? In S. Rodgers & E. Thorson (Eds.), Advertising theory. New York: Routledge.
Uslaner, E. M. (2010). Trust and the economic crisis of 2008. Corporate Reputation Review, 13(2), 110-123.
van Esterik-Plasmeijer, P. W., & van Raaij, W. F. (2017). Banking system trust, bank trust, and bank loyalty. International Journal of Bank Marketing, 35(1), 97-111.
Wälti, S. (2012). Trust no more? The impact of the crisis on citizens’ trust in central banks. Journal of International Money and Finance, 31(3), 593-605.
World, B. (2017). Ghana's Microfinance Sector: Challenges, Risks and Recommendations.
Yang, J., Mossholder, K. W., & Peng, T. (2009). Supervisory procedural justice effects: The mediating roles of cognitive and affective trust. The Leadership Quarterly, 20(2), 143-154.