Trust in Institutions: How Can Financial Service Providers Improve Consumers’ Trust Level?

Elvinas Rajeckas

Student thesis: Master thesis


The following paper seeks to provide a specific tool for an improvement of trust level in financial sector. The author aims to describe current situation of trust level, understand what caused such situation and explain the concept of trust. For this reason, two types of analysis will be provided.
This thesis is divided into four main parts: methodological decisions, analysis of macro- environment, analysis of micro-environment and the results. First part presents a number of methodological decisions that author has made. Second part discloses the existence of low trust level. Subsequently, the concept of trust is discussed in the third part.
It was found out that trust shall be viewed as a process. Consequently, the specific model has been presented to illustrate this process and at the same time to answer the research question.

EducationsMSocSc in Service Management, (Graduate Programme) Final Thesis
Publication date2016
Number of pages85