Assess the quality of electronic services in the Mehr Eqtesad bank, using Serqual(Case Study: Bank Mehr Eqtesad of Ilam city)

سال انتشار: 1403
محل انتشار: چهاردهمین کنفرانس بین المللی دستاوردهای نوین پژوهشی در علوم تربیتی، روانشناسی و علوم اجتماعی
کد COI اختصاصی: ARSEP14_053
زبان مقاله: انگلیسی
تعداد مشاهده: 253

نویسندگان

PhD in Industrial Management, Azad University, Rasht Branch

senior expert in general psychology,Azad University, Ilam branch

چکیده

The purpose of this study was to evaluate the quality of electronic services of Ilam city Mehr Eqtesad Bank, using SERVQUAL model. In this study, a survey of bankcustomer satisfaction, mail service has been provided. The study includes a special hypothesis is the main theory and five each particular hypothesis also has five smallassumption, as the following set. The research, according to the nature and character of descriptive research. The population of this research, referring to the bank'scustomers Mehr Eqtesad, in Ilam in the winter of ۲۰۱۴, which is randomly selected, form. The instrument used in this study is a questionnaire to collect data fromcustomers, and the number of employed population of ۴۸,۰۰۰ people, and the number of samples using Morgan table, ۳۸۱ is obtained . Data analysis, with the help of twoLISREL software, SPSS is done. To analyze the data, descriptive statistics, including by many to represent the demographic variables, and descriptive statistics for the T-single sample, to determine the significance level is used, the software LISREL also using KMO, the standard model and to estimate the relationship between the variablesof the model used. The main hypothesis of this study examines customer satisfaction with retail banking Mehr Eqtesad, Fivefold SERVQUAL model focused ondimensions. Since the statistics t =۱۱/۵۷۶ which the specified value is ۱/۶۴, so the hypothesis is confirmed. And since it is a significant, with p = ۰/۰۰۰, which is lessthan a certain amount of p = ۰/۰۵, and the confidence level is acceptable. After suggests that, between clients and e-banking services Mehr, Fivefold SERVQUALmodel dimensions are related. The following assumptions are reviewed research findings show that, between electronic services internet banking, e-banking andATMs and customer satisfaction, a significant relationship exists between a short message service (after reliability, the confidence, the answer After communion, afterthe Tangible). And Telephone Bank (after reliability, and safety). There were no significant relationships and customer satisfaction.

کلیدواژه ها

lectronic services, Servqual model, trustiness, the reliability cases, the responsibility cases, the empathy cases, the Tangible cases

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