THE RELATIONSHIP BETWEEN E-SERVICE QUALITY AND CUSTOMER SATISFACTION: THE CASE OF MELLAT BANK AT LORESTAN PROVINCE

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RANGRIZ HASSAN; MAHDIAN MOHAMMAD JAFAR; ZARE ELMI SOMAYE

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Journal: JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT Year:2012 | Volume:4 | Issue:10 Page(s): 41-47

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Title

THE RELATIONSHIP BETWEEN E-SERVICE QUALITY AND CUSTOMER SATISFACTION: THE CASE OF MELLAT BANK AT LORESTAN PROVINCE

Author(s)

RANGRIZ HASSAN | MAHDIAN MOHAMMAD JAFAR | ZARE ELMI SOMAYE | Issue Writer Certificate

Keywords

INTERNET BANKINGQ2

SATISFACTIONQ2

ELECTRONIC BANKINGQ2

INTERNET SERVICESQ2

Abstract

Following the introduction of technology and information technology into the fields of industry, commerce and services, providing various services can be considered as one of the most important parts of the impact of this technology in order to provide part of the accepted financial services. Lack of customers' necessity to attend the bank in person as well as offering so many INTERNET SERVICES by the banks has accelerated accessibility of the INTERNET SERVICES. This research was completed to initially review the relationship between service quality and customer SATISFACTION at Mellat Bank at Lorestan Province. The research method adopted in this study is descriptive based on a survey of population's attitudes. The statistical society consisted of 226 bank customers. Data were collected using a standardized questionnaire. Data were analyzed using the SPSS Software and correlation as well as linear regression analyses. The results confirmed a significantly positive relationship between physical conditions, and reliability of the Bank, accountability of the bank, and customers ' SATISFACTION with Bank.

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APA: Copy

RANGRIZ, HASSAN, MAHDIAN, MOHAMMAD JAFAR, & ZARE ELMI, SOMAYE. (2012). THE RELATIONSHIP BETWEEN E-SERVICE QUALITY AND CUSTOMER SATISFACTION: THE CASE OF MELLAT BANK AT LORESTAN PROVINCE. JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT, 4(10), 41-47. SID. https://sid.ir/paper/205825/en

Vancouver: Copy

RANGRIZ HASSAN, MAHDIAN MOHAMMAD JAFAR, ZARE ELMI SOMAYE. THE RELATIONSHIP BETWEEN E-SERVICE QUALITY AND CUSTOMER SATISFACTION: THE CASE OF MELLAT BANK AT LORESTAN PROVINCE. JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT[Internet]. 2012;4(10):41-47. Available from: https://sid.ir/paper/205825/en

IEEE: Copy

HASSAN RANGRIZ, MOHAMMAD JAFAR MAHDIAN, and SOMAYE ZARE ELMI, “THE RELATIONSHIP BETWEEN E-SERVICE QUALITY AND CUSTOMER SATISFACTION: THE CASE OF MELLAT BANK AT LORESTAN PROVINCE,” JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT, vol. 4, no. 10, pp. 41–47, 2012, [Online]. Available: https://sid.ir/paper/205825/en

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