Rôles des technologies de l'information et de la communication dans le développement de la qualité de la relation client : application à la relation banque/entreprise

Reaching a competitive advantage in banking industry requires the establishment of relationship quality. Nevertheless, the majority of business relationships models are static and do not predict the potential impact of one parameter’s evolution in a given relationship. At the same time, information and communication technologies constitute a major shift in banking industry. This led us to ask about the effects ICT can have on relationship quality. Based on an empirical study conducted in Tunisian business-to- business banking industry, we show that ICT play a positive role in favour of relationship quality. This result enables Tunisian banks to enhance their thought about implementing more sophisticated technologies.