Published Online:November 2025
Product Name:The IUP Journal of Bank Management
Product Type:Article
Product Code:IJBM031125
DOI:10.71329/IUPJBM/2025.24.4.35-54
Author Name:B Karthikeyan and U Syed Aktharsha
Availability:YES
Subject/Domain:Finance
Download Format:PDF
Pages:35-54
This paper examines the importance of trust, confidence and customer engagement for banks for building customer trust. It also identifies the factors that influence customer trust in the bank and suggests strategies that banks can use to engage customers, thereby improving their overall banking experience. Data was collected from 421 respondents using Google Forms. Structural equation model was used for testing the proposed conceptual model and hypotheses. The paper concludes that to increase the trust of customers, banks need to focus on effective offline and online service strategies, providing strong support to customers, and improving security measures.
The banking industry has undergone a profound transformation over the past decade due to rapid digitalization, evolving customer expectations, and intensified competition among financial institutions. Traditionally, banks relied heavily on branch-based interactions to build customer relationships; however, the emergence of online and mobile banking platforms has fundamentally altered how customers interact with banks.