EFFECT OF E-BANKING SERVICES QUALITY ON CUSTOMER SATISFACTION

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MOHAMAD POURZARANDI M.E.; NAJAFI M.

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Journal: JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR) Year:2012 | Volume:9 | Issue:26 Page(s): 29-42

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Information Journal Paper

Title

EFFECT OF E-BANKING SERVICES QUALITY ON CUSTOMER SATISFACTION

Author(s)

MOHAMAD POURZARANDI M.E. | NAJAFI M. | Issue Writer Certificate

Keywords

E-BANKINGQ2

CUSTOMER SATISFACTIONQ2

SSERVICES QUALITYQ2

INTANGIBILEQ2

Abstract

The tendency to use E-BANKING because of it exlusive and unique properties in recent years and the presence of banks to exchange the financial sources made E-BANKING as an indispensable part of E-commerce. Therefore, in this research, the impacts of E-BANKING services quality in Internet banking, Automated Teller Machine and Point of Sale Services on CUSTOMER SATISFACTION are verified and analyzed. According to a survey of research, 5 dimensions of quality are selected to test the quality of Internet banking, 5 quality dimensions to test the Automated Teller Machine services and 4 quality dimensions for testing Point Of Sale services sector. The verification and study of the research will be done for the parameters mentioned above by using a descriptive method via a 5-test questionarie of Likert. The research hypothesis are examined by a 2-sentence test and the aspects E-BANKING services quality and customers satisfaction will be analyzed by using Spearman Rank Correlation Coefficient Teat. The findings represented that there will be some suggestions to increase the satisfaction of customers using E-BANKING services including more and better acknowledgment, encouragement to use E-BANKING, solving the problems and difficulties to promote the speed of services and to get a better performance, the reliability and accessibility to ATM and P.O.S services that, in general, will make the services more reliable and trustable.

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APA: Copy

MOHAMAD POURZARANDI, M.E., & NAJAFI, M.. (2012). EFFECT OF E-BANKING SERVICES QUALITY ON CUSTOMER SATISFACTION. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), 9(26), 29-42. SID. https://sid.ir/paper/151375/en

Vancouver: Copy

MOHAMAD POURZARANDI M.E., NAJAFI M.. EFFECT OF E-BANKING SERVICES QUALITY ON CUSTOMER SATISFACTION. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR)[Internet]. 2012;9(26):29-42. Available from: https://sid.ir/paper/151375/en

IEEE: Copy

M.E. MOHAMAD POURZARANDI, and M. NAJAFI, “EFFECT OF E-BANKING SERVICES QUALITY ON CUSTOMER SATISFACTION,” JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), vol. 9, no. 26, pp. 29–42, 2012, [Online]. Available: https://sid.ir/paper/151375/en

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