An Analysis of E-Service Quality vs. Customer Satisfaction in Melli Bank, Islamic Azad University Branch

Subject Areas : Social Researches

Ruhollah Mehdinezhad ¹ , Javad Ghaed mohammady ²

1 - گروه علوم اجتماعی ، دانشکده روانشناسی و علوم اجتماعی، واحد رودهن، دانشگاه آزاد اسلامی، تهران، ایران.
2 - گروه علوم اجتماعی ، دانشکده روانشناسی و علوم اجتماعی، واحد رودهن، دانشگاه آزاد اسلامی، تهران، ایران[e-mail]

Received: 2017-05-24 Accepted : 2017-05-24 Published : 2017-05-22

Keywords: Customer Satisfaction, Key words: quality of service, Electronic Banking, Melli Bank,

Abstract :

Abstract The aim of this study was to investigate the relationship between E-service quality and customer satisfaction in Melli Bank, Islamic Azad University Branch in the year 2016 which in terms of purpose, practicality and implementation adhered to the descriptive survey method.  The study population included all customers of Melli Bank, Islamic Azad University's Branch in the year 2016 which, based on the data obtained from the bank manager, was 7141 people. The final sample amounted to 378 subsequent to Cochran’s sample size calculation. The sampling method used in this study was stratified random sampling and the research tool was an expert reviewed questionnaire.  Analysis of Pearson correlation, regression and variance were performed on the data.  The results showed a significant relationship between the variables of E- service quality (performance, completeness, availability, confidentiality, accountability and service compensation) and customer satisfaction.