EVALUATION OF THE EFFECTS OF SATISFACTION AND WEBSITE USABILITY IN DEVELOPING CUSTOMER LOYALTY, EFFICIENCY, AND POSITIVE WORD-OF-MOUTH IN THE E-BANKING SERVICES (CASE STUDY: TEJARAT BANKS)

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SAMADIPOUR RAZIEH; KHOSHAKHLAGH ALI; REZGHI SHIRSAVAR HADI

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Journal: PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT) Year:2015 | Volume:9 | Issue:34 Page(s): 91-110

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Title

EVALUATION OF THE EFFECTS OF SATISFACTION AND WEBSITE USABILITY IN DEVELOPING CUSTOMER LOYALTY, EFFICIENCY, AND POSITIVE WORD-OF-MOUTH IN THE E-BANKING SERVICES (CASE STUDY: TEJARAT BANKS)

Author(s)

SAMADIPOUR RAZIEH | KHOSHAKHLAGH ALI | REZGHI SHIRSAVAR HADI | Issue Writer Certificate

Keywords

CUSTOMER SATISFACTIONQ2

WEBSITE USABILITYQ2

PRODUCTIVITYQ2

POSITIVE ORAL STATEMENTSQ2

E-BANKINGQ2

Abstract

This study attempts to investigate the influence of satisfaction and usability of the website on PRODUCTIVITY and POSITIVE ORAL STATEMENTS of e-bank customers. The data were gathered from the survey of 384 customers using e-commerce database, and for evaluating the effect of satisfaction and usability of the website on PRODUCTIVITY and POSITIVE ORAL STATEMENTS, hierarchical multivariable regression analysis (HMRA) was used through Lisrel software. The results of the study showed that the use of website has a direct impact on CUSTOMER SATISFACTION in electronic banking business. Also CUSTOMER SATISFACTION leads to PRODUCTIVITY, and PRODUCTIVITY results in POSITIVE ORAL STATEMENTS made in E-BANKING business. Finally, CUSTOMER SATISFACTION has a direct impact on POSITIVE ORAL STATEMENTS and E-BANKING business PRODUCTIVITY.

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APA: Copy

SAMADIPOUR, RAZIEH, KHOSHAKHLAGH, ALI, & REZGHI SHIRSAVAR, HADI. (2015). EVALUATION OF THE EFFECTS OF SATISFACTION AND WEBSITE USABILITY IN DEVELOPING CUSTOMER LOYALTY, EFFICIENCY, AND POSITIVE WORD-OF-MOUTH IN THE E-BANKING SERVICES (CASE STUDY: TEJARAT BANKS). PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT), 9(34), 91-110. SID. https://sid.ir/paper/181940/en

Vancouver: Copy

SAMADIPOUR RAZIEH, KHOSHAKHLAGH ALI, REZGHI SHIRSAVAR HADI. EVALUATION OF THE EFFECTS OF SATISFACTION AND WEBSITE USABILITY IN DEVELOPING CUSTOMER LOYALTY, EFFICIENCY, AND POSITIVE WORD-OF-MOUTH IN THE E-BANKING SERVICES (CASE STUDY: TEJARAT BANKS). PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT)[Internet]. 2015;9(34):91-110. Available from: https://sid.ir/paper/181940/en

IEEE: Copy

RAZIEH SAMADIPOUR, ALI KHOSHAKHLAGH, and HADI REZGHI SHIRSAVAR, “EVALUATION OF THE EFFECTS OF SATISFACTION AND WEBSITE USABILITY IN DEVELOPING CUSTOMER LOYALTY, EFFICIENCY, AND POSITIVE WORD-OF-MOUTH IN THE E-BANKING SERVICES (CASE STUDY: TEJARAT BANKS),” PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT), vol. 9, no. 34, pp. 91–110, 2015, [Online]. Available: https://sid.ir/paper/181940/en

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