شماره ركورد كنفرانس :
3340
عنوان مقاله :
Investigating the Importance of Electronic Services of Banks on Customers Satisfaction based on Kano Model (Case study of Mashhad city bank)
پديدآورندگان :
Barati Hamidreza Mashhad town hall’s expert (region 4), Master in executive management , Delgosha Kazem President of Mashhad town hall’s accounting office Master in business administration , Darini Mahdi Professor in Azad university of Torbat-e-jam, student of management , Moludian Hadi Member of payame noor university (management faculty), management
كليدواژه :
internet , electronic banking , information technology , customer , satisfaction , Kano model
عنوان كنفرانس :
هفتمين كنفرانس بين المللي تجارت الكترونيكي در كشورهاي در حال توسعه با تمركز بر امنيت ملي
چكيده لاتين :
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 of
information 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 conducting
a 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.
