Internet banking has grown in recent years. This study explores the use of these services in the context of interbank exchange relationships. Most banks offer various online services. This study raises the question of how these opportunities are used by companies and how they affect the quality of the exchange between companies and their banks. A review of the literature on the use of the Internet and intercompany relations has allowed us to develop a typology of possible applications of Internet banking. The impact of these uses on exchanges between banks is understood in terms of service quality, communication and trust.
Nine client companies of Tunisian banks were investigated in accordance with a quality approach. The empirical results of the study confirm the typology developed in this article. They also show that using online banking is quite simple. The impact of using online banking on the quality of intercompany exchanges is quite positive in terms of service quality and globally zero in terms of communication. In terms of trust, no effects have been identified.
When we talk about trade, we are directly focused on the transactional aspect of the relationship, that is, the exchange of products or services. However, in an exchange relationship, customers are not just looking for products or services. They are looking for a more comprehensive service offer, including any information regarding the ordering, payment, delivery, installation, use, updating, repair or maintenance of these products and services. they bought. Then, any company can be considered as a service company. The product itself as a technical solution for industrial goods, services or equipment simply becomes an element of this global and continuous offer of services.
The quality of the services offered is considered in this study as a variable on which the quality of commercial exchanges in intercompany relations is based. Service quality can be an important indicator of the quality of trade and intercompany relationships. The quality of commercial exchanges between companies and banks is assessed through the quality of banking services. Service quality is one of the pillars of the development of relations in the banking sector, especially for B2B relations, due to the intangible nature of the banking product.
The latter can benefit from a higher level of satisfaction and trust from their partners if they work interactively through the Internet. A study conducted in the hotel sector also revealed a positive influence on the formation of relational relations, mainly due to the expansion of communication between the hotel and its customers.
Online relationships can suffer from reduced levels of interpersonal interactions. The purpose of this study is to study the impact of Internet use on B2B communication and to identify communication attributes, especially those related to relations between companies and banks in the Tunisian context.
Electronic banking facilities. Surveys of customer satisfaction of Internet banking emphasize their requirements for the quality of the site and the availability of information. Waiting for more than half a minute is perceived by the user as excessive, as well as too many menus before accessing the requested information. In the United States, a study found that 35% of Internet banking users refused to use it due to access difficulties. A bank client seems to appreciate a wide variety of ways to communicate with her banker. and simple operations (consultation and verification of accounts, transfers) are more easily amenable to remote treatment (finance brokers or affinity partnerships).
A general reading of these results shows that the companies surveyed focus their use more on the information category and a little less on the transaction category and develop only a few relational applications. Account consultation, regarded as the primary online banking service, is the only service used by all respondents. This service includes the main functions of advising movements and balances on company accounts. Nevertheless, according to the respondents, there are other functions and other options that are not offered by all banks (periodicity regarding the history of movements or account statements, multi-criteria studies, viewing names, obligations or permissions, etc.). It is access to personalized information that makes up almost all types of use of information mentioned at the level of companies surveyed.