Quality analysis of modern banking services in state and private banks

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GHartasi Parnian; AHMADI PARVIZ; KHODADAD HOSSEINI SEYED HAMID

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Journal: ORGANIZATIONAL RESOURCES MANAGEMENT RESEARCH Year:2019 | Volume:9 | Issue:2 Page(s): 85-100

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Title

Quality analysis of modern banking services in state and private banks

Author(s)

GHartasi Parnian | AHMADI PARVIZ | KHODADAD HOSSEINI SEYED HAMID | Issue Writer Certificate

Keywords

Automated Teller MachineQ2

Internet BankingQ2

Mobile BankingQ1

QualityQ2

SatisfactionQ2

Abstract

Developing of electronic services in the banking industry, the nature of financial services has changed tremendously and in today's competitive banking environment, most banks are seeking to identify and meet their customer’ s need in order to maintain their position in the market. The purpose of this study is investigating relationship between Quality of modern banking services and customer Satisfaction. Thus, in order to fulfill this purpose, different models of automated services Quality index were surveyed. Then 7 variable including variety, ease of use, usefulness, operation’ s speed, confidentiality, security and responsibility were selected. We distributed 384 questionnaires with Likert scale in state and private banks’ customer in Bandar-e-Anzali city. This research used Cronbach’ s alpha coefficient for reaching a fair reliability. Also validity of this questionnaire was calculated through factor analysis. Results of testing hypotheses using Spearman’ s correlation test showed that modern services Quality has positive effect on customer Satisfaction...

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APA: Copy

GHartasi, Parnian, AHMADI, PARVIZ, & KHODADAD HOSSEINI, SEYED HAMID. (2019). Quality analysis of modern banking services in state and private banks. ORGANIZATIONAL RESOURCES MANAGEMENT RESEARCH, 9(2 ), 85-100. SID. https://sid.ir/paper/397905/en

Vancouver: Copy

GHartasi Parnian, AHMADI PARVIZ, KHODADAD HOSSEINI SEYED HAMID. Quality analysis of modern banking services in state and private banks. ORGANIZATIONAL RESOURCES MANAGEMENT RESEARCH[Internet]. 2019;9(2 ):85-100. Available from: https://sid.ir/paper/397905/en

IEEE: Copy

Parnian GHartasi, PARVIZ AHMADI, and SEYED HAMID KHODADAD HOSSEINI, “Quality analysis of modern banking services in state and private banks,” ORGANIZATIONAL RESOURCES MANAGEMENT RESEARCH, vol. 9, no. 2 , pp. 85–100, 2019, [Online]. Available: https://sid.ir/paper/397905/en

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