Reliability Of Partners Research Articles

The effects of perceived memory ability on memory conformity for an event

The present study investigated the impact of false feedback about individual memory performance relative to a co-witness on susceptibility to misinformation. Pairs of participants (n = 130; 65 pairs) completed a visual memory test and received false feedback on their performance indicating that the memory ability of one participant in the pair was stronger relative to the other participant. The participants then viewed a crime video (either the same video or one slightly different to their partner) and discussed their memories for this video with their co-witness. Participants completed a semi-cued recall task and a recognition test about the video. False memory feedback indicating lower relative performance was associated with significant increases in sensitivity to misinformation. The results are discussed in reference to the potential contributions that co-witnesses' perceptions of both their partner's reliability and their own reliability have on event memory.

Relationship Marketing and Customer Loyalty: Do Customer Satisfaction and Customer Trust Really Serve as Intervening Variables?

To contend the traditional transaction marketing, which focuses on the completion of the transaction and the pursuit of maximizing profits for each transaction, the relationship marketing in the banking sector, on the other hand, offers the establishment of strong relationships and stable partnerships between the bank and its customer in order to maximize the pursuit of the interests of all aspects of the relationship. This paper examined the nature of linkages between relationship marketing and customer loyalty by using customer satisfaction and customer trust as the intervening variables. It investigated the customer perception on customer satisfaction’s characteristics and confidence in exchange partner's reliability and integrity as the mediating factors to build their trust on the banking services. The researchers employed 150 respondents of private banking as the sample. This paper used Structural Equation Modeling (SEM) to analysis the relationship. The results revealed that the relationship marketing tactics affected customer loyalty significantly through customer trust and customer satisfaction. It explicitly demonstrates that the banks have undertaken an organization-wide strategy to manage and nurture their interaction with clients and sales prospects as the base for their customer loyalty.

The Effect of Trust, Customer Satisfaction and Image on Customers’ Loyalty in Islamic Banking Sector

This study attempts to investigate the role of customer trust, satisfaction and image in enhancing Malaysian Islamic bank customers' loyalty. This study was carried out using data from Islamic banks and dual-window Islamic banks in Malaysia, with respect to two different customer segments (i.e., Muslim and non-Muslim). Two leading fully fledged Islamic banks (Bank Islam Malaysia Berhad and Bank Muamalat Malaysia Berhad), and two dual-window Islamic banks (Maybank and Public Bank) were involved in this study. A multiple group data analysis was used to test the significant differences between Muslim and non-Muslim customers. The results show that there were not significant differences between Muslim and non-Muslim customers on customer satisfaction, image, trust, and customer loyalty in Islamic banks. The study revealed that image was found to be positively significant to trust, and the highest level of trust leads to enhanced customer loyalty. The results of this study explain that both Muslim and non-Muslim customers trust islamic banks. However, the possibility of customers' distrust of their banks always exists. INTRODUCTION In Malaysia, the characteristics of Islamic banks are not merely of interest to Muslim customers but clearly non-Muslims customers see benefits from such a system. For Muslim customers, they have an opportunity to invest in a bank that operates based on their religious beliefs. Meanwhile, non-Muslim customers also have the same opportunity to choose to invest their money in Islamic banks or conventional banks. In this situation, Islamic banks are competing m the same market segmentation with conventional and foreign banks. Although, there is a difference between Islamic banks and conventional banks, they are nonetheless competing in the same market in terms of offering complementary products and services (Naser and Moutinho, 1997). Islamic banking is different from the conventional banking system, but there are some similarities between the two. For example, all banking facilities such as saving accounts, current accounts, credit cards and other products and services are available at Islamic banks (Naser and Pendlebury, 1997; and Naser et al., 1999). Today, due to availability of innovative products and services in Malaysian banking sector, the competition to attract and retain Muslim and non-Muslim customers is likely to increase. For example, Bank Islam Malaysia Berhad (BIMB) reported that some 70-80% of the banks' trade and corporate financing are with non-Muslim customers (Ngui, 2004). Interestingly, both Muslim and nonMuslim customers showed a good understanding in term of products and services offered by Islamic banks in Malaysia (Muslim and Zaidi, 2008). This evidence indicated that Islamic banks in Malaysia are widely accepted by nonMuslim customers. In business, trust is viewed as one of the most relevant antecedents of stable and collaborative relationships. Researchers had established that trust is essential for building and maintaining long-term relationships (Rousseau et al, 1998; and Singh and Sirdeshmukh, 2000). Morgan and Hunt (1994) stated that trust exists only when one party has confidence in an exchange partner's reliability and integrity. While defining trust Moorman et al (1993) referred to the willingness to rely on an exchange partner in whom one has confidence, according to Lau and Lee (1999), if one party trust another that eventually engenders positive behavioral intentions towards the second party. Moreover, from Anderson and Narus (1990), it can be safely deduced that if one party may bring positive outcomes to the first party, trust can be developed. Similarly, Doney and Cannon (1997) added that the concerned party also must have the ability to continue to meet its obligations towards its customers within the cost-benefits relationship; so, the customer should not only foresee the positive outcomes but also believe that these positive outcomes will continue in the future. …

The Role of Facilitating Conditions in Developing Trust for Successful Electronic Marketplace Participation

ABSTRACT E-marketplaces are an important phenomenon in today's e-business environment. Given the uncertainties of Internet e-business, this paper examines the role of facilitating conditions and IT in e-marketplaces. In doing so, we draw upon the lessons learned from traditional EDI via Value-Added-Networks, namely (a) IT connectivity, (b) standards, (c) security, (d) uniform product descriptions and (e) coercive power. The lessons learned serve as facilitating conditions for creating initial technology trust that later evolves into relationship trust in e-marketplaces. Technology trust is derived from institutional structures, which means that one believes that there are impersonal structures that enable one to act in anticipation of a successful future endeavor. Relationship trust is derived from the interpersonal component reflecting behaviors such as the partner's reliability, integrity, and dependability as well as their knowledge and understanding of the e-marketplace systems. We conclude the paper with implications for theory, research, practices and suggest directions for future research.

The variable nature of services: An empirical examination of trust and its effects on customers' satisfaction responses to poor and good service

A repeat-purchase customer who patronizes the same service provider over time is likely to experience both good and poor service performance since services are inherently variable. One way for the provider to deal with variability is to target variables that act as "forgivers', i.e. variables that may reduce the negative impact of service variability. In this paper, we examine the role of trust as a potential "forgiver'. Since trust is commonly defined in terms of the customer's willingness to accept vulnerability due to a belief in the exchange partner's reliability, it might be assumed that a high level of pre-encounter trust produces a forgiving attitude among customers who are subject to poor performance encounters with the provider. However, the empirical study reported in this paper indicates that the service provider should not hope for trust-generated customer forgiveness when performance is below expectations.