IDENTIFYING FACTORS EFFECTIVE ON THE CUSTOMER TENDENCY TO USE ELECTRONIC BANKING SERVICES

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GILANINIA SH.; MOUSAVIAN S.J.

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Paper Information

Journal: PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT) Year:2010 | Volume:3 | Issue:11 Page(s): 103-133

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Information Journal Paper

Title

IDENTIFYING FACTORS EFFECTIVE ON THE CUSTOMER TENDENCY TO USE ELECTRONIC BANKING SERVICES

Author(s)

GILANINIA SH. | MOUSAVIAN S.J. | Issue Writer Certificate

Keywords

ELECTRONIC BANKINGQ2

AUTAMATED TELLER MACHINESQ3

POINT OF SALEQ3

TECHNOLOGY ACCEPTANCE MODELQ2

CONSUMER TENDENCYQ3

Abstract

Today, service industry is changing in the world. New technologies have changed the methods of the service-giving to customers in many organizations. Information and communication technology has also affected bank services. In this research, we study the effect of different levels of factors affecting the customer tendency to use ELECTRONIC BANKING services based on Davis’s TECHNOLOGY ACCEPTANCE MODEL in banking industry. According to this model, the perceived ease, the perceived usefulness and an additional factor, the perceived security, were studied. The research method was causal-comparative, and in order to test the hypothesis, the ANOVA model was used. The results showed that the effect of different levels of factors affecting the customer tendency to use ELECTRONIC BANKING services is different, and all research hypotheses were confirmed.

Cites

MOBILE BANKING SERVICE QUALITY AND CUSTOMER SATISFACTION (APPLICATION OF SERVQUAL MODEL)

References

Cite

APA: Copy

GILANINIA, SH., & MOUSAVIAN, S.J.. (2010). IDENTIFYING FACTORS EFFECTIVE ON THE CUSTOMER TENDENCY TO USE ELECTRONIC BANKING SERVICES. PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT), 3(11), 103-133. SID. https://sid.ir/paper/181980/en

Vancouver: Copy

GILANINIA SH., MOUSAVIAN S.J.. IDENTIFYING FACTORS EFFECTIVE ON THE CUSTOMER TENDENCY TO USE ELECTRONIC BANKING SERVICES. PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT)[Internet]. 2010;3(11):103-133. Available from: https://sid.ir/paper/181980/en

IEEE: Copy

SH. GILANINIA, and S.J. MOUSAVIAN, “IDENTIFYING FACTORS EFFECTIVE ON THE CUSTOMER TENDENCY TO USE ELECTRONIC BANKING SERVICES,” PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT), vol. 3, no. 11, pp. 103–133, 2010, [Online]. Available: https://sid.ir/paper/181980/en

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