The Relationship between E-Service Quality and Customer Satisfaction: the Case of Mellat Bank at Lorestan Province

Subject Areas : مدیریت

hassan rangriz ¹ , mohammad jafar mahdian ² , somayeh zare elmi ³

1 - استادیار دانشگاه علوم اقتصادی، تهران، ایران
2 - استادیار دانشکده تحصیلات تکمیلی، دانشگاه آزاد اسلامی، بروجرد، ایران
3 - دانشجوی کارشناسی ارشد دانشکده تحصیلات تکمیلی، دانشگاه آزاد اسلامی، بروجرد، ایران (عهده¬دار مکاتبات)

Received: 2012-05-16 Accepted : 2012-09-17 Published : 2013-01-20

Keywords: Electronic banking, Internet banking, satisfaction, Internet services,

Abstract :

Following the introduction of technology and information technology into the fields of industry, commerce and services, providing various services can be considered as one of the most important parts of the impact of this technology in order to provide part of the accepted financial services. Lack of customers' necessity to attend the bank in person as well as offering so many Internet services by the banks has accelerated accessibility of the Internet services. This research was completed to initially review the relationship between service quality and customer satisfaction at Mellat Bank atLorestanProvince. The research method adopted in this study is descriptive based on a survey of population's attitudes. The statistical society consisted of 226 bank customers. Data were collected using a standardized questionnaire. Data were analyzed using the SPSS Software and correlation as well as linear regression analyses. The results confirmed a significantly positive relationship between physical conditions, and reliability of the Bank, accountability of the bank, and customers ' satisfaction with Bank..