Testing the relationship between service quality, overall e-banking service quality and customer satisfaction

Author

Bavarsad, Belghis ; Azizi, Zahra ; Saghaeian, Mehran ; Hozhabri, Ali Akbar

Author_Institution

Shahid Chamran Univ. (SCU) of Ahvaz, Ahvaz, Iran

fYear

2015

fDate

16-16 April 2015

Firstpage

1

Lastpage

9

Abstract

The present paper aims at explaining the relationship between some variables of service quality, overall quality of e-banking services and customer satisfaction in Bank Industry in Ahwaz city (Iran). This paper includes a quantitative survey and in general includes the development of a hypothesis testing tool. The data were analyzed by Lisrel software program using statistical path analysis. The results shows that there is a significant relationship between 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.

Keywords

Internet; bank data processing; customer satisfaction; customer services; statistical analysis; Ahwaz city; Iran; Lisrel software program; bank industry; banking services products quality; customer satisfaction; hypothesis testing tool; online service quality; online system quality; overall e-banking service quality; statistical path analysis; Online banking; Ahwaz; Bank Industry; Customer Satisfaction; Overall E-Banking Service Quality; Service Quality;

fLanguage

English

Publisher

ieee

Conference_Titel

e-Commerce in Developing Countries: With focus on e-Business (ECDC), 2015 9th International Conference on

Conference_Location

Isfahan

Print_ISBN

978-1-4799-8653-8

Type

conf

DOI

10.1109/ECDC.2015.7156323

Filename

7156323