Exploring the Role of Service Quality in Building Customer Trust in Banking Services

Abstract

This conceptual study examines the critical role of service quality in fostering customer trust within the banking sector. As banks operate in an environment characterized by increased competition, digital transformation, and rising customer expectations, service quality has emerged as a fundamental determinant of trust. Drawing from established service quality models and trust-building theories, this paper explores how key dimensions such as reliability, responsiveness, assurance, empathy, and tangibles, shape customers’ trust perceptions. The study underscores that consistent, transparent, and customer-focused service delivery enhances trust, which in turn contributes to stronger relationship commitment, customer loyalty, and positive behavioural intentions. The review further identifies the mediating influence of customer satisfaction and perceived value in strengthening the link between service quality and trust. This conceptual analysis provides a theoretical foundation for future empirical investigations and offers insights for banking institutions aiming to improve service performance and trust-building strategies.