The impact of electronic service quality on customer satisfaction Bank Case Study: Mellat Bank branches in East Tehran
Subject Areas :
Mohammad Reza
Sharifie
1
(گروه مدیریت، دانشکده مدیریت و حسابداری، دانشگاه آزاد اسلامی واحد فیروزکوه، فیروزکوه، ایران. Sharifi7697@yahoo.com)
Mohammad Rahim
Rasouli Azad
2
(. گروه علم اطلاعات و دانش شناسی، دانشکده علوم تربیتی و مشاوره، دانشگاه آزاد اسلامی واحد رودهن، رودهن، ایران.)
Keywords: Customer Satisfaction, Electronic Banking, Key words: Electronic Service Quality, Mellat Bank,
Abstract :
Abstract The aim of this study is examines of the impact of electronic service quality using E.Servqual model on customer satisfaction nation's in Bank Mellat branches in East of Tehran. The sample method selection was random selection and 384 person has been selected as sample. Inventory of customer satisfaction and service quality, distribution customers and to examine the hypothesis of structural equation method is used with software LISREL and to describe the software SPSS version 16 was used. The results indicate that the electronic service quality and customer satisfaction of Bank Mellat branches in East of Tehran, there is a positive relationship. It can be concluded that with the rise of electronic banking service quality, customer satisfaction increases and vice versa.
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