服務產業對經濟發展的影響與日遞增，由於其經驗性特質，重視服務提供者與消費者接觸的互動歷程，對此產業來說，如何轉嫁部分服務予消費者，利用機器設備將無形服務有形化、營造品牌資產作為品質宣示訊號等，成為眾所關心的焦點。資訊技術可因降低成本、提高差異化，提供廠商超越競爭者的新方法，或者建立進入障礙與移轉成本，甚至改變競爭基礎，而幫助組織塑造競爭優勢。銀行業應用資訊技術推出創新服務與服務傳送媒介，可縮減服務等待時間、增進服務效率、降低交易成本、提供顧客多樣化服務途徑，以及應用資料庫妥善管理顧客資訊等，對落實個人化服務、加強與顧客聯繫、針對各區隔群設計適當服務類型均有助益。本研究以台灣銀行業為目標產業，由關係行銷觀點，探討現階段銀行引用資訊技術進行服務或傳送媒介創新的程度，對增加顧客知覺之關係終止成本、減少關係交易成本，與提升關保利益的影響，以創造關係價值，並吸引、留住顧客。研究樣本鎖定企業顧客，經188家中小企業組成的實證資料，顯示銀行服務資訊化程度確實可提升關係終止成本、關係利益，並降低關係交易成本，進而增加顧客之關係承諾。

Relationship marketing describes a long-term approach to marketing strategies. More efficient, profitable and long-term marketing can be achieved by focusing on present customers instead of concentrating on attracting new ones. In banking, applying information technology (IT) for service innovation may provide customized service and build bonds with existing customers resulted from switching costs, transaction efficiency, service quality, and data marketing. This study makes a statement of the impact of the extent of service innovation with IT in banking on customer's relationship commitment to figure out how banks could maintain successful relational exchanges. By modeling relationship termination costs, relationship transaction costs, and relationship benefits as key mediating variables, we test the values of service innovation with IT using data from 188 small and medium enterprises. Given the favorable test results for the mediating variable model, suggestions for further explicating are offered.