Investigating the Importance of Electronic Services of Banks on Customers Satisfaction based on Kano Model(Case study of Mashhad city bank)

The benefit of banks like any other economical enterprise is in customers’ satisfaction. Banks have become able to offer new services to their customers through development ofinformation technology. In current article the definitions related to customer satisfaction and electronic banking are discussed first. The correlation between offering electronic banking services and the extent of customers’ satisfaction has been studied by conductinga field study and analyze of its results. Kano model was used to analyze the research results and understand the equation between two variables: electronic banking and customer’s satisfaction. Mashhad city’s bank was considered as the case study. Results show that the electronic services of Saman bank are of functional needs of customers and it means that the correlation between their development and customers’ satisfaction is a direct linear relation.

Keywords:

internet , electronic banking , information technology , customer , satisfaction , Kano model