Research Design and Results

This chapter will provide data about consumer trust in banks. Therefore, open response expert interviews, an online mail/web survey, and a Computer-Assisted Telephone Interviewing (CATI) are done to answer the research question and to test the hypotheses. The results gained through the main survey (400 completed interviews) will be presented and discussed. The results from the five expert interviews and the pre-study (74 completed questionnaires) were used to supplement the main study, but will not be described in this chapter. The discussion of the results is divided into four sections, data collection and sample, descriptive results of the main study, evaluation of the goodness of the model, and the testing of the hypotheses as well as trust building measures. The results were analyzed in respect of a German representative population survey.