摘要：There is a visible demand to increase the awareness for the efficacy and the advantages that e-banking has to offer to small enterprises; however, many other enterprises cannot conceive the possibility of running their business without e-banking. This study on approach of local firms towards e-banking is conducted by applying the Grounded Theory of Barney Glaser and Anselm Strauss and the Critical Incident Technique, in order to identify the factors influencing the satisfaction of the business clients when using e-banking services. The empirical data were gathered through interviews. Factual findings establish the foundation for a more extended research aiming to reveal the satisfaction of the business clients with service of e-banking, simultaneously exploring opportunities which banks have to adopt in order to succeed in attracting and retaining the business clients.
其他摘要：There is a visible demand to increase the awareness for the efficacy and the advantages that e-banking has to offer to small enterprises; however, many other enterprises cannot conceive the possibility of running their business without e-banking. This study on approach of local firms towards e-banking is conducted by applying the Grounded Theory of Barney Glaser and Anselm Strauss and the Critical Incident Technique, in order to identify the factors influencing the satisfaction of the business clients when using e-banking services. The empirical data were gathered through interviews. Factual findings establish the foundation for a more extended research aiming to reveal the satisfaction of the business clients with service of e-banking, simultaneously exploring opportunities which banks have to adopt in order to succeed in attracting and retaining the business clients.
关键词：e-banking; adaptability; satisfaction; time saving; local firms;
