Impact Evaluation of the Transparency on the Perceived Trust: The Case of Moroccan Commercial Banks

Perceived transparency is often seen as a solution to breaches of organisational ethics. It can help to restore trust as a management instrument of good governance. Some researchers have noted that too much transparency can lead to harmful consequences, such as suspicion and mistrust. This disagreement among researchers has created some confusion about the nature of the effects of perceived transparency on interpersonal trust. This research aims to conduct an empirical study of the effects of perceived transparency with regard to commercial banks in Morocco on customer confidence, particularly among businesses. An in-depth analysis of the effects of each dimension of perceived transparency on customer trust provides a more precise understanding of these relational processes. The findings suggest that there is a need for further investigation of the transparency-trust relationship, especially as it is under-researched in the context of the dyadic exchange between Moroccan commercial banks and their customers/companies.