Abstract

PROENCA, João F.  and  SILVA, Marta Martins. The dematerialisation effects on banking relationships due to the Internet and relationships marketing us. Rev. Portuguesa e Brasileira de Gestão [online]. 2008, vol.7, n.1, pp.88-102. ISSN 1645-4464.

The new technologies’ evolution has introduced new business methods that allow companies to adapt to the emergent ways of interaction with clients. These innovations are particularly evident in banking. The present challenge in this sector is the dematerialization of customer relationships from the numerous new information and communication technologies available in the market, which allows clients to satisfy almost all their needs with minimum human intervention. This paper analyses the impact of the Internet Banking (IB) in relationships between the banks and their clients. The research was done in Portugal and has identified three factors related with the use of IB which strengthen the relationship between the parts: the intensity of IB use, the diversity of access location sand the diversity of applications.

Keywords : Internet Banking; Relationship Marketing; Self-services Technologies; Banking.

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