DISPOSITIONAL DIMENSION OF TRUST ON CUSTOMER INTERACTION WITH THE BANKING SECTOR: A SMARTPLS APPROACH

Abstract

This study explores the influence of dispositional dimension of trust, including propensity to trust, faith in humanity, and trust stance in the banking sector. The research was performed in banks located within the Sokoto metropolis, Nigeria. A questionnaire was distributed to 500 account holders from 10 commercial banks, where respondents were allowed to pick their preferences on the basis of a 5-point Likert scale, and an analysis was carried out using PLS-SEM version 3.2. The findings indicated that propensity to trust, such as experience acquired overtime, religious belief, and positive feelings; faith in humanity, such as dependability, suitability, and confidentiality; and trust stance, such as reliability and quality of information delivered to individual positively influence customer interaction with the banking sector. The findings raise awareness to the bank executive and policymakers of factors influencing customer confidence in a bank and also contribute to retaining and attracting them within the system.