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Small Business–Bank Relationships and the Role of Internet Banking

Howcroft, B, Durkin, Mark, Armstrong, Gillian and Emerson, E (2008) Small Business–Bank Relationships and the Role of Internet Banking. Service Industries Journal, 27 (7). pp. 947-961. [Journal article]

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URL: http://www.tandfonline.com/doi/full/10.1080/02642060701570784

DOI: 10.1080/02642060701570784


In the aftermath of the Cruickshank Report (2000)11. Cruickshank, D. 2000. “Competition in UK banking (A Report to the Chancellor of the Exchequer)”. London: The Stationery Office. View all references and the Competition Commission's investigation (2002)10. Competition Commission Report. 2002. “The supply of banking services to SMEs”. HM Treasury, available at http://www.hm-treasury.gov.uk (accessed 2 December 2002)View all references into SME–bank relationships, this paper examines the current state of the small business–bank relationship and ascertains whether the Internet could be used to improve the quality of the relationship. It utilises a qualitative research method, which consisted of 24 interviews with small business owners and relationship managers in banks. The interviews, inter alia, address the following main research questions: what are the needs and expectations of small business owners from their relationships with banks? What do small businesses think about the overall quality of service provided by banks in the relationship context? What was the delivery preference of small businesses and banks in the relationship? What did small business owners and banks think had been the main effects of e-banking on relationship management. The paper incorporates a discussion of the main findings and makes pragmatic policy and practice recommendations based on the results.

Item Type:Journal article
Faculties and Schools:Ulster Business School > Department of Accounting, Finance and Economics
Ulster Business School > Department of Marketing, Entrepreneurship and Strategy
Ulster Business School
Research Institutes and Groups:Business and Management Research Institute
ID Code:25872
Deposited By: Mrs Karen Welshman
Deposited On:26 Apr 2013 14:54
Last Modified:26 Apr 2013 14:54

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