Banking the Kiwi Way: Examining the Underpinnings of Relationship Quality in New Zealand Banks

The purpose of this paper is to examine the impact of five relational dynamics namely trust, personalization, communication, conflict handling and empathy, on relationship quality in the New Zealand banking industry. The data for this study came from a total of 208 bank customers in Dunedin, New Zealand. The results of the study conclude that all five dynamics significantly influenced relationship quality.