译文（字数 3276）：

变革管理在商业银行信托形成中的作用

作者：Viktorija  SKVARCIANY, Juris I LJINS

摘要：商业银行信托被认为是影响商业银行经营成功的重要因素之一。然而，在过去几年中，银行的信任程度有所下降，目前比较低。因此，有必要改变去获得更高的信心水平。这篇科学论文侧重于在管理和不断变化的业务过程中，通过变更管理来增加银行的信任的方式。总结调查结果后建立信任的七个因素进行了鉴定。为了确定影响信任形成的因素，采用了专家评价法，对六个主要因素进行了区分，并分析了主要影响因素之间的关系定义了构造函数。其结果是，在商业银行的信任形成的变化管理因素的模型已经创建。换句话说，该模型示出了变更管理因素如何可能影响到信任级别从较高水平到较低水平的变化。因此，提高银行的竞争力。

关键词：信任，信任因素，变更管理，变更管理因素，银行，信任模型，定性研究，专家评估。

外文原文（字符数 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.