Investigating the impact of electronic service quality dimensions on the perceived value and trust of banking customers along with considering the moderating role of users' self-efficacy (case study of Bank Tejarat Khorramabad branches)
Subject Areas :
Amir Houshang Nazaripour
1
*
,
reza sepahvand
2
,
anis moayed
3
1 - Associate Professor, Department of Business Administration, Faculty of Management and Administrative Sciences, Lorestan University, Khorramabad, Iran
2 - Professor of Business Management Department, Faculty of Management and Economics and Administrative Sciences, Lorestan University, Khorram-Abad, Iran
3 -
Keywords: electronic service quality dimensions, perceived value, trust, user self-efficacy, mobile banking,
Abstract :
The purpose: of this research is to analyze the relationship between the dimensions of electronic service quality and the customer's perceived value and customer trust, as well as to investigate the effect of the moderating role of users' self-efficacy in these relationships. According to the existing background in this field, a model consisting of ten hypotheses was tested. Methodology: The present research was carried out using a quantitative and correlational survey method, and the information was collected with the help of a questionnaire. The socio-statistics of this research consists of banking users of Bank Tejarat Khorram Abad branches and 384 samples have been collected from them. Findings: The research hypotheses were tested with the benefit of structural equation modeling and then the fitting of the research model in socio-statistics was discussed. Conclusion: Finally, the effect of electronic service quality dimensions on customer perceived value and trust was confirmed, and the moderating role of self-efficacy on the relationship between electronic service quality . dimensions and trust was confirmed. o analyze the relationship between the dimensions of electronic service quality and the customer's perceived value and customer trust, as well as to investigate the effect of the moderating role of users' self-efficacy in these relationships. According to the existing background in this field, a model consisting of ten hypotheses was tested. Methodology: The present research was carried out using a quantitative and correlational survey method, and the information was collected with the help of a questionnaire. users of Bank
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