In People We Trust: An Exploratory Study on the Effects of Employees’ Perceived Trust in a Finance Company

Abstract

This dissertation in practice used a qualitative exploratory descriptive study to explore employees’ perceptions’ of trust in a financial organization. Utilizing the Great Place to Work ® survey results, findings had revealed deteriorating trust and credibility for XYZ Financial. This dissertation sought to identify the main factors that contributed to trust in a financial organization. The sample consisted of 14 participants in non-managerial roles, grades 1-9. Data was collected through interviews utilizing open-ended questions to discover participants’ definition and perceptions of trust, as well as perception of their team and company. The findings showed that all participants perceived their team environment to be idealistic and trusting. However, on a larger scale, the participants had mixed feelings and limited trust towards XYZ Financial and the parent company. The participants’ overall perception of trust in XYZ Financial were driven by their first-hand knowledge of the organization and experiences through years of service. The findings suggested that a formal mentoring program would be a sufficient solution to foster trust, encourage employees’ development and growth, assist in company communication, and improve perceived credibility of the company. Finally, this study may assist in expanding the literature on the perceived relationship of trust as it relates to department level, all the way through to top leadership.|Keywords: trust, perception, employee development, Financial Institution