The use of IT in relationship banking

Abstract

Relationship banking is treated as one of the most important factors determining finance accessibility, especially in case of small and medium-sized businesses. The paper focuses on theoretical and methodological reasoning of changes in relationship banking in light of changing economic conditions and use of IT as communication channel. Thus the problem researched is twofold: the scope and importance of soft information valuation and acceptability of communication channels in developing banking relationships. As the result, the conception of relationship banking maintenance was developed with valuation of business perceptions to IT usage, trust, partnership level and satisfaction with relationships from one side and, from other side, valuation of finance institution's use of IT, policy, standards and conditions applied for maintaining relationships.