Measuring internet banking service quality in Iranian banks and its effect on Customers satisfaction and commitment

Internet banking is one of the new services in Iranian banking system. The purpose of this study is to measure internet service quality and to find out the determinants that mainly affect the customer satisfaction and commitment of internet banking amongst genders and different age group. Also, we investigate difference internet service quality between banks with different ownership. In Iran, there is 5 kind of banks and it is very important to investigate the quality of Internet banking in all of them. For this purpose, we used a statistical method, Factor Analysis method, and OLS regression, with SPSS 22. A sample of 40 Internet banking customers was used to gather data, which was further utilized to find out how major determinants affect the customer service quality perception of Internet banking. The research found that 1. Cronbach s Alpha for a total of question is 0.95, which shows the questionnaire is reliable; 2.Privatized banks are more qualified than others, 3. The statistical test result (KMO =0.504, Bartlett s Test of Sphericity 566.301, Significance 0.000) indicate that the factor analysis method is appropriate, 4. The 21 items are reduced to five factors with eigenvalues greater than 1.0, which are retained for subsequent analysis,5. Given high coefficients of determination in two models (0.607 and 0.574), the scale of Internet-based service quality proved reliable in predicting customer satisfaction and commitment to using Internet banking.

Keywords:

Internet Service quality , dimensions of internet banking , Factor analysis , customer satisfaction , customer commitment