Testing the Relationship between Service Quality, Overall e-Banking Service Quality and Customer Satisfaction
Publish Year: 1394
نوع سند: مقاله کنفرانسی
زبان: English
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شناسه ملی سند علمی:
ECDC09_009
تاریخ نمایه سازی: 25 بهمن 1394
Abstract:
The present paper aims at explaining the relationship between some variables of service quality, overall quality of e-banking services and customersatisfaction in Bank Industry in Ahwaz city (Iran). This paper includes a quantitative survey and in general includes the development of a hypothesistesting tool. The data were analyzed by Lisrel software program using statistical path analysis. The results shows that there is a significant relationshipbetween the quality of online service to the customer, the quality of online system, the quality of banking services products, overall quality of e-banking services and customer satisfaction
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Authors
Belghis Bavarsad
Assistant Professor, Shahid Chamran University (SCU) of Ahvaz, Iran
Zahra Azizi
Master of Management, Shahid Chamran University (SCU) of Ahvaz, Iran
Mehran Saghaeian
Master of Management, Shahid Chamran University (SCU) of Ahvaz, Iran
Ali Akbar Hozhabri
PhD student, Faculty of Management, Universiti Teknologi Malaysia (UTM)
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