Antecedents and Consequences of Relationship Quality with Innovative Banking Services

[[abstract]]Internet banking has become an important alternative channel in the competitive financial market. Providing good service quality becomes essential for building long term relationship with profitable customers. This study aims to investigate the antecedent and consequence of relationship quality with the Internet banking services. In particular, it discusses how customers’ relationship quality is shaped by service quality and how this may lead to higher customer profitability from the company perspective. In addition, this study includes different customer features (Internet banking experience, TRI, perceived risk), and discuss the effects of our main conceptual model. Data collected from a sample of 390 respondents is analyzed using LISREL and SPSS software. The findings support the hypotheses of the main conceptual model; toward customer features, all of factors show to be significantly different from dependent variables, except perceived risk shown insignificant result on relationship quality. In the final chapter managerial implications are discussed; from a practical perspective, innovative service channels can be used to achieve higher service quality, improve the relationship quality with customers, and to achieve higher profits