The Role of Bank Automated Services in Gaining Customers’ Trust:

Mohammad A Al-Hawari

Abstract


The main purpose of this paper is to highlight the significance of automated services factors on customer trust within
United Arab of Emirates (UAE) banking contexts. The paper proposes a conceptual model of the relationship between
automated factors and customers trust. Survey was designed and data collected through mall intercept method. AMOS
6 was used to test for the hypothesized relationships. Most of automated factors have direct relationship with customer
trust. Queue management and convenience were the only factors that did not have any relationship with the dependent
variable customer trust. The proposed model has the potential to help UAE banks’ managers to strengthen the customerbank relationship and, ultimately, to enhance customer trust especially at the light of the credit crunch the most banks in UAE are facing.

ABSTRAK
Tujuan utama kertas ini ialah untuk mengetengahkan betapa pentingnya faktor perkhidmatan secara automasi terhadap
keyakinan pelanggan, dalam konteks perbankan di United Arab of Emirates (UAE). Kertas ini mencadangkan suatu
model konsep tentang hubungan antara faktor-faktor automasi dengan keyakinan pelanggan. Kaji selidik dibentuk
dan data dikutip menggunakan kaedah pintasan pusat membeli-belah. AMOS 6 digunakan untuk menguji hubungan
yang dihipotesiskan. Kebanyakan faktor automasi mempunyai hubungan yang langsung dengan keyakinan pelanggan. Pengurusan giliran dan keselesaan adalah merupakan faktor-faktor yang tidak mempunyai apa-apa hubungan dengan pembolehubah bersandar keyakinan pelanggan. Model yang dicadangkan mempunyai keupayaan untuk menolong para pengurus bank UAE untuk memperkukuhkan lagi hubungan pelanggan-bank dan akhirnya meningkatkan lagi keyakinan pelanggan terutamanya di kala terdapatnya masalah kredit sebagaimana yang dihadapi oleh kebanyakan bank di UAE.


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