IDENTIFICATION AND RANKING OF ELECTRONIC BANKING SERVICES BASED ON CUSTOMER SATISFACTION IN A BRANCH OF AN IRANIAN BANK

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JOUZDANI JAVID; Shirouyehzad Hadi; Maaroufi Niloufar

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Seminar Paper

Paper Information

Seminar: INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND SUSTAINABLE MANAGEMENT
Year:2016 | Issue:1

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Title

IDENTIFICATION AND RANKING OF ELECTRONIC BANKING SERVICES BASED ON CUSTOMER SATISFACTION IN A BRANCH OF AN IRANIAN BANK

Author(s)

JOUZDANI JAVID | Shirouyehzad Hadi | Maaroufi Niloufar

Keywords

RANKING

ELECTRONIC BANKING SERVICES

CUSTOMER SATISFACTION

Abstract

THE EVER-INCREASING PRESSURE OF COMPETITIVE BUSINESS ENVIRONMENT FORCE THE BUSINESSES TO KEEP THEIR COMPETITIVE ADVANTAGES THROUGH DIFFERENT STRATEGIES. ESPECIALLY, SERVICE-PROVIDING BUSINESSES STRIVE FOR KEEPING AND INCREASING THEIR MARKET SHARE THROUGH CUSTOMER SATISFACTION MONITORING AND IMPROVEMENTS. IN THIS RESEARCH, ELECTRONIC BANKING SERVICES (EBSS), PROVIDED BY A BRANCH OF AN IRANIAN BANK, ARE IDENTIFIED AND RANKED BASED ON CUSTOMER SATISFACTION. IN ORDER TO ACHIEVE THE GOALS OF THIS RESEARCH, THE CHANNELS OF ELECTRONIC BANKING SERVICES ARE IDENTIFIED AND A QUESTIONNAIRE IS DESIGNED TO MEASURE THE CUSTOMER SATISFACTION LEVEL FOR THE SERVICES FOR THE SUMMER 2015 TIME PERIOD. THE DATA ARE ANALYZED BY SPSS AND MINITAB SOFTWARE PACKAGES AND THE OBTAINED RESULTS SHOW THAT AMONG SIX TYPES OF IDENTIFIED SERVICES, INCLUDING AUTOMATED TELLER MACHINES (ATM), PHONE BANKING (PB), INTERNET BANKING (IB), MOBILE BANKING (MB), WEB KIOSK (WK) AND POINT-OF-SALES TERMINAL (POS), THE CUSTOMERS WERE MOST SATISFIED BY THE ATMS AND LEAST SATISFIED BY THE WK. IN ORDER TO FACILITATE DECISION MAKING REGARDING THESE EBSS, SOME MANAGERIAL IMPLICATIONS AND SUGGESTIONS BASED ON THE RESULTS ARE ALSO PROVIDED; HOWEVER, THIS RESEARCH WAS LIMITED TO THE DATA OF A BRANCH OF A BANK AND THEREFORE, GENERALIZATION OF THE RESULTS SHOULD BE EXERCISED WITH CAUTION.

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APA: Copy

JOUZDANI, JAVID, Shirouyehzad, Hadi, & Maaroufi, Niloufar. (2016). IDENTIFICATION AND RANKING OF ELECTRONIC BANKING SERVICES BASED ON CUSTOMER SATISFACTION IN A BRANCH OF AN IRANIAN BANK. INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND SUSTAINABLE MANAGEMENT. SID. https://sid.ir/paper/942919/en

Vancouver: Copy

JOUZDANI JAVID, Shirouyehzad Hadi, Maaroufi Niloufar. IDENTIFICATION AND RANKING OF ELECTRONIC BANKING SERVICES BASED ON CUSTOMER SATISFACTION IN A BRANCH OF AN IRANIAN BANK. 2016. Available from: https://sid.ir/paper/942919/en

IEEE: Copy

JAVID JOUZDANI, Hadi Shirouyehzad, and Niloufar Maaroufi, “IDENTIFICATION AND RANKING OF ELECTRONIC BANKING SERVICES BASED ON CUSTOMER SATISFACTION IN A BRANCH OF AN IRANIAN BANK,” presented at the INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND SUSTAINABLE MANAGEMENT. 2016, [Online]. Available: https://sid.ir/paper/942919/en

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