نوع مقاله : مقاله پژوهشی (کمی)
نویسنده
کارشناسی ارشد،دانشکده مدیریت،دانشگاه آزاد اسلامی واحد فیروزکوه،ایران
چکیده
کلیدواژهها
عنوان مقاله [English]
نویسنده [English]
The present study analyzes the relationship between e-banking quality and customer satisfaction of Tejarat Bank in Mazandaran province. The results were obtained by examining the opinions of Tejarat Bank customers in Mazandaran province. Based on this, the research method was descriptive, which was conducted by survey method. The sample size was 384 people, which was obtained based on Cochran's formula based on an unknown statistical population. Sampling was available. Data analysis was performed based on the standard questionnaires of perceived electronic service quality of Parasuraman et al. (2005) and customer satisfaction of Garmels and Guiner (2000). The validity of the questionnaires was evaluated based on the content validity using the opinion of experts, formally based on the views of a number of statistical and structural communities by factor analysis method. Customer satisfaction was estimated to be 0.89. Data analysis was performed at two levels of descriptive statistics and inferential statistics, including structural equation modeling by LISREL statistical software. The results showed that the quality of perceived electronic services from electronic banking with an impact factor of 0.67 was related to customer satisfaction. Finally, it can be said that the dimensions of perceived electronic services quality from electronic banking are: Physical, reliability, responsiveness, guarantee and empathy.
کلیدواژهها [English]
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