譯文（字數 3276）：

變革管理在商業銀行信托形成中的作用

作者：Viktorija  SKVARCIANY, Juris I LJINS

摘要：商業銀行信托被認為是影響商業銀行經營成功的重要因素之一。然而，在過去幾年中，銀行的信任程度有所下降，目前比較低。因此，有必要改變去獲得更高的信心水平。這篇科學論文側重于在管理和不斷變化的業務過程中，通過變更管理來增加銀行的信任的方式?？偨Y調查結果后建立信任的七個因素進行了鑒定。為了確定影響信任形成的因素，采用了專家評價法，對六個主要因素進行了區分，并分析了主要影響因素之間的關系定義了構造函數。其結果是，在商業銀行的信任形成的變化管理因素的模型已經創建。換句話說，該模型示出了變更管理因素如何可能影響到信任級別從較高水平到較低水平的變化。因此，提高銀行的競爭力。

關鍵詞：信任，信任因素，變更管理，變更管理因素，銀行，信任模型，定性研究，專家評估。

外文原文（字符數 17276）：

THE ROLE OF CHANGE MANAGEMENT IN TRUST FORMATION

IN COMMERCIAL BANKS

Viktorija SKVARCIANY1, Juris ILJINS2

1Mykolas Romeris University, Ateities str. 20, LT-80303, Vilnius, Lithuania 2Riga Technical University, Kalku str. 1, LV-1658, Riga, Latvia

E-mails: 1viktorija.skvarciany@mruni.eu, 2juris.iljins@rtu.lv (corresponding author)

Received 22 November 2014; accepted 25 May 2015

Abstract. Trust in commercial banks is considered to be one of the vital factors affecting the success of commercial banks’ activities. However, the level of trust in banks has decreased during last years and is quite low at present. Therefore, it is necessary to change the confidence level to higher. This scientific paper focuses on the ways of managing and changing business process to increase trust in banks through change management. To distinguish the factors of trust formation the qualitative research has been conducted. After summarizing the results of the survey seven factors of trust building were identified. To determine the factors of change management influencing trust formation the expert evaluation method was used, six main factors were distinguished, and relations between key impact factors were defined. As a result, the model of change management factors influencing the trust formation in commercial banks has been created. In other words, the model shows how change management factors could influence the change in trust level from low to higher one and, hence, to increase bank’s competitiveness.