B2C网上银行服务中关系质量维度的实证比较研究
Assessing the Dimensions of Relationship Quality in B2C E Banking Services: An Empirical Comparative Study
摘要：
在B2C在线服务环境中，由于缺乏面对面的互动、不确定性、无形性、过度竞争、欺诈风险增加和缺乏信任，客户和服务提供商之间的关系很重要。关系质量（RQ）正在取代服务质量，成为卓越绩效和竞争优势的关键来源。因此，本研究调查的维度关系质量的电子银行服务，并探讨约旦和外国银行的客户之间的差异。约旦的许多外国银行拥有大量的金融资本，具有丰富的银行和金融经验，并提供许多现代高科技的银行服务。这种情况使约旦银行面临前所未有的竞争，因此他们投入巨资开发电子银行服务，以加强与现有客户的关系，增强他们的信任，让他们满意，确保他们的承诺并吸引新客户。本文旨在确定的关键尺寸，形状之间的关系质量约旦和外国银行和他们的客户谁是利用电子银行服务。基于对相关文献的广泛回顾，我们制定了九个假设，并确定了三个因素（满意度，信任和承诺），可能会影响约旦和外国银行的竞争力和成功。调查数据从350名客户从四个约旦银行和四个外国银行在约旦首都安曼市收集，并用于检验所提出的假设。基于结构方程模型和T检验分析，我们的实证分析证明了几个关键的发现。
英文摘要：
In B2C Online services contexts where relationships between customers and service providers matter due to the lack of faceto- face interactions, uncertainty, intangibility, hyper competition, increasing risk of fraud and lack of trust. Relationship quality (RQ) is replacing service quality as a key source of superior performance and competitive advantage. Accordingly, this study investigates the dimensions of relationship quality from e-Banking services and explores the differences among customers of Jordanian and foreign banks. Many of the foreign banks in Jordan are equipped with large financial capital, having high banking and financial experiences and are offering many modern hi-tech banking services. This situation makes Jordanian banks in front of unprecedented competition and so they have invested heavily to develop their e-banking services, in order to strengthening their relationships with existing customers, enhancing their trust, letting them satisfied, ensuring their commitment and attracting of new ones. This paper aims to identify the key dimensions that shape the relationship quality among Jordanian and foreign banks and their customers who are utilizing the e-Banking services. Based on an extensive review of relevant literature, we have formulated nine hypotheses and identified three factors (satisfaction, trust, and commitment) that may affect the competitiveness and success of Jordanian and foreign banks. Survey data from 350 customers from four Jordanian banks and four foreign banks in Amman city the capital of Jordan were collected and used to test the proposed hypotheses. Based on the structural equation modeling and Ttest analyses, our empirical analysis demonstrates several key findings.
机构、总结、中文摘要均由AI分析而来，可能存在错误，请以论文正文为准。
