Introducing a composite measure of trust in financial services

Existing trust scales generally measure aspects of trustworthiness and not per se. Trust is a broader concept encompassing attributes the trustee, trustor situation/context. The purpose this study to develop composite measurement scale for in financial services that incorporates elements these three facets trust. draws on interdisciplinary theories adopts broadly quantitative approach develop, test validate five-dimensional measuring services. developed through has five dimensions (5Cs): character-competence, congruence, communication, commitment context. provides holistic conceptualisation displays solid psychometric properties. A comprehensive services, with strong reliability validity, holds important managerial implications, its ability capture system attesting suitability as diagnostic tool more robustly. Our significant practical offering useful insights policymakers, commercial organisations other stakeholders. This first captures context, reconcilling tensions between operationalisation