Bijlsma Michiel, van der Cruijsen Carin, Koldijk Jester
SEO Amsterdam Economics, Amsterdam, The Netherlands.
Tilburg University, Tilburg, The Netherlands.
Economist (Leiden). 2022;170(2):231-256. doi: 10.1007/s10645-022-09405-9. Epub 2022 May 6.
Trust in banks is key, especially in turbulent times. Using unique daily data for a representative panel of Dutch consumers, we examine to what extent the COVID-crisis has affected trust in banks' payment services. We have the following main findings. First, COVID-19 measures have affected trust in banks' payment services. The first lockdown increased narrow-scope trust (trust in consumers' own bank payment services) and broad-scope trust (trust in banks' payment services in general). The second lockdown decreased both notions of trust. The crisis measures impacted the trust of the elderly the strongest. Second, personal characteristics are significantly related to trust in banks' payment services. For example, we find that both types of trust are increasing with digital literacy and the ease of getting by with income. Third, narrow-scope trust is higher than broad-scope trust. The gap between trust in the own bank and trust in banks in general is highest for customers of small banks.
对银行的信任至关重要，尤其是在动荡时期。利用荷兰消费者代表性样本的独特每日数据，我们研究了新冠危机在多大程度上影响了对银行支付服务的信任。我们有以下主要发现。第一，新冠疫情防控措施影响了对银行支付服务的信任。首次封锁增加了狭义信任（对消费者自身银行支付服务的信任）和广义信任（总体上对银行支付服务的信任）。第二次封锁降低了这两种信任观念。危机措施对老年人的信任影响最大。第二，个人特征与对银行支付服务的信任显著相关。例如，我们发现这两种信任都随着数字素养和收入维持生活的难易程度而增加。第三，狭义信任高于广义信任。小银行客户在对自己银行的信任和对一般银行的信任之间的差距最大。
