Effect of E-Banking Services Perceived Quality on Customers Satisfaction and Commitment in Saderat Bank
Subject Areas : policy making
شادان
وهاب زاده
1
(عضو هیات علمی)
سانیا
محمودکلائی
2
(دانشجو)
Keywords: Satisfaction, Electronic banking, Commitment, : Perceived Quality of Services, BSI,
Abstract :
This research studies the impact of E-banking service quality on customer satisfaction and commitment. The aim of study is applicable, and given the importance of topic, 384 customers of Saderat Bank branches in Tehran Province who experienced the use of bank electronic services selected by sampling and randomly. by the use of a questionnaire, the data are collected. For evaluating questionnaire validity, a formal, content and construct validity will be used. Internal consistency reliability coefficient Alpha is applied to ensure the reliability of the survey instrument. This survey Alpha is 0/912 that is more than 0/7. This study is descriptive-survey using statistical–analytical techniques to analyze the data. In order to confirm or reject the hypothesis, descriptive analysis is used to analyze demographic data and inferential analysis by the use of structural equation modeling. The results represent that all hypotheses are proven. That is, service perceived quality of e-banking has positive effect on customer satisfaction. E-banking service perceived satisfaction has a positive effect on customer commitment. Perceived quality of E-banking services has a positive effect on customer commitment.