Electronic Banking and Customer Satisfaction in Bank Melli Iran

Subject Areas : International Journal of Finance, Accounting and Economics Studies

Taghi Torabi ¹ , Mahsa Ghorbani ² , Meysam Bagheri ³ , Samaneh Tarighi ⁴

1 - Associate Professor at Islamic Azad University Sciences and Research Branch
2 - PhD Student, Management & Accounting Faculty of Allameh Tabataba’i University, Tehran, Iran
3 - PhD Student, Management & Accounting Faculty of Allameh Tabataba’i University, Tehran, Iran
4 - PhD Student, Economic faculty of Islamic Azad University, Sciences and Research Branch

Received: 2011-09-02 Accepted : 2011-11-28 Published : 2012-05-31

Keywords: electronic commerce, E-Payment Systems, ATM, Customer Satisfaction,

Abstract :

Many e-commerce transactions via e-payment systems is carried out. The aim of this study is that the theory of structures, an empirical analysis about the importance and ranking key factors that may be on customer satisfaction in electronic payment systems affect the Iranian banks.9 specific topics of the factors in e-payment systems, customer satisfaction and affect are more key, were selected and reviewed. To achieve this goal, Out of 754 questionnaires for statistical analyses was provided to respondents. A total of 548 questionnaires were coded and analyzed using LISREL 8.53 to analyze the hypotheses. The research proved that the perceived importance of the key factors was correlated through security, trust, perceived advantage, processing speed, perceived risk, usability, focusing on customer needs, responding to objections and privacy.Important research results to help banks and other institutions providing e-payment systems in identifying key factors and their ranking for customer satisfaction and use it to better design of e-payment systems will.

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