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This article examines online relationship quality as a multidimensional, integrative construct comprising trust, commitment, and satisfaction. Important antecedents of the construct identified in traditional relationship marketing and e-commerce literature (classified respectively under “relationship characteristics” and “website characteristics”) are also investigated. A Web-based questionnaire is administered to 476 online banking users who are members of a large consumer panel. Findings demonstrate that website characteristics (in order of importance: ease of use, website design, information quality, and security/privacy) are especially important for fostering online relationship quality in the banking sector. The moderating effect of gender and age are also examined while highlighting telling differences (greater impact of perceived relationship benefits for men and Generation Y, communication for women, ease of use for women and security/privacy for Baby Boomer).
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Stored only when both papers are in the corpus — 25 citations exist upstream.
Papers that cite the same references — the relational fallback while embeddings are still backfilling.
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