Investigating the Relationship between Electronic Service Quality and Customer Confidence in Using Tourism Bank Online Services (Example: Tehran City)

Subject Areas : business management

Aylin Khormali ¹ (Department of business Management, Faculty of Management, Tehran North Branch, Islamic Azad University, Tehran, Iran)
Mojtaba Moazzami ² (Department of Higher Education Management, Faculty of Management, North Tehran Branch, Islamic Azad University, Tehran, Iran)
Mina Faramarziplangar ³ (Department of Architectural Engineering, East Tehran Center, Payame Noor University, Tehran, Iran.)

Received: 2019-04-24 Accepted : 2019-11-19 Published : 2019-12-22

Keywords: Trust, Quality, service, customers, Electronics,

Abstract :

The purpose of this study was to identify the relationship between the quality of e-services and customer confidence in using tourism services online. The statistical population of e-services customers is selected from ten selected branches of Tourism Bank of Tehran (north, south, east, west and center). The statistical population of the study is unlimited and the sample size is 384 according to Morgan table. The sampling method is cluster. The data were collected through two standard questionnaires of quality of service and customer confidence and analyzed by SPSS and LISREL software in two parts: descriptive statistics and inferential statistics. The results of the research confirm the research hypotheses and there is a significant relationship between the quality of services provided in the branches of the Tourism Bank and increase the customer's trust.