Investigating the Importance of Electronic Services of Banks on Customers Satisfaction based on Kano Model(Case study of Mashhad city bank)

  • سال انتشار: 1392
  • محل انتشار: هفتمین کنفرانس بین المللی تجارت الکترونیک در کشورهای در حال توسعه با رویکرد بر امنیت ECDC2013
  • کد COI اختصاصی: ECDC07_014
  • زبان مقاله: انگلیسی
  • تعداد مشاهده: 1559
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نویسندگان

Hamidreza Barati

Mashhad town hall’s expert (region ۴), Master in executive management

Kazem Delgosha

President of Mashhad town hall’s accounting office

Mahdi Darini

Professor in Azad university of Torbat-e-jam, student of management PhD

Hadi Moludian

Member of payame noor university (management faculty), management PhD

چکیده

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 ofinformation 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 conductinga 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.

کلیدواژه ها

internet, electronic banking, information technology, customer, satisfaction,Kano model

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