Identify factors affecting Internet Banking Service Quality Case Study: Mellat Bank customers
Subject Areas :Keywords: : customer satisfaction, e-service quality, internet banking, ,
Abstract :
Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of Internet banking through careful investigation of the main studies as well as different models provided for quality assessment of electronic services. Based on the findings, an optimal model for the quality assessment of Internet banking services provided by Mellat Bank was designed. The statistical population included customers of the Internet banking services provided by Mellat Bank in Isfahan. Data collection was done using a questionnaire whose validity was confirmed according to experts' opinions and the reliability of the test was assessed using Cronbach's alpha for the initial sample and for the main test performed on all subjects in the statistical population, showing a high reliability. The second-order factor analysis was used to test the research hypotheses and prioritize the factors affecting the quality of electronic banking services. The findings showed that website design, responsiveness, empathy, guarantee, efficiency, security/trust, and compensation for damage were the most effective factors (in the order of significance) in the quality of Mellat Bank on-line Internet banking services.
[1] . کاووسی، محمدرضا.، عباس سقايی «روشھای اندازه گيری رضايت مشتری» انتشارات سبزان، چاپ اول، ١٣٨4 #
[2] . بحرینی زاده, منیجه؛ مجید اسماعیل پور و جمال الدین کبوتری، ۱۳۹۱، بکارگیری روش E-S-QUAL و TOPSIS، سومین همایش ملی مهندسی صنایع و سیستم، تهران، دانشگاه آزاد اسلامی واحد تهران جنوب#
[3] . اخوان صفار، م و محمد زاده، ح. (1391)، «بررسی کیفیت خدمات ارائه‌شده از طریق درگاه‌های اینترنتی بانک‌های الکترونیک در کشور»، چهارمین کنفرانس مهندسی برق و الکترونیک ایران، 1391#
[4] . دیواندری، ع و عابدی، ا و ناصرزاده م، (1392)، «ارائه مدل مفهومی برای تبیین عوامل کلیدی مؤثر بر کیفیت سیستم‌های ارائه‌دهندهٔ خدمات بانکداری اینترنتی (پیمایشی پیرامون بانک ملت)»، نشریه مدیریت فناوری اطلاعات، دوره 5، شماره 1، ص 36-19#
[5]. Hesselink, M., Van der Wiele, T., & Boselie, P. (2002). The Importance of Customer Satisfaction in Organisational Transformation.#
[6]. Herington, Carmel., Weaven, Scott. (2009) “E-retailing by banks: e-service quality and its importance to customer satisfaction” European Journal of Marketing, Vol 43, No 10/9, pp 1220-1231#
[7]. Bahia, Kamilia., Nantel, Jacques. (2000) “A reliable and valid measurement scale for the perceived service quality of banks” International Juornal of Bank Marketing, Vol 18, pp 84-91#
[8]. Heskett, James L., W. E. Sasser, and C. W. L. Hart. "Breakthrough Service." (1990).#
[9]. Groth, John and Dye, R.T (1999),”Service quality:guidelines for marketers” Managing Service Quality, Vol.9- Number5. pp. 337-351#
[10]. Han, S. L., & Baek, S. (2004). Antecedents and consequences of service quality in online banking: An application of the SERVQUAL instrument. NA-Advances in Consumer Research Volume 31.#
[11]. Jun, M., & Cai, S. (2001). The key determinants of internet banking service quality: a content analysis. International journal of bank marketing, 19(7), 276-291.#
[12]. Bell, C. R., & Zemke, R. (1990). The performing art of service management.Management Review, 79(7), 42-46.#
[13]. Ariff, M., Shoki, M., Zavareh, F. B., Zakuan, N., & Ishak, N. (2013). Electronic Service Quality of Iranian Internet Banking. Review of Integrative Business Economic Research, 2(2), 555-570.#
[14]. Akhavansaffar, M. (2012). Quality of Internet Banking Web Sites in Iran Using Fuzzy Algorithm, Iranian Journal of #Medical Informatics. Vol 2, Issue 2