Explaining and comparing the level of customer satisfaction with the quality of electronic services of public and private banks (Case study: Tejarat Bank and Saman Bank)

Today, customer satisfaction and service quality are important factors in the success and survival of the banking sector. The purpose of the present study is to explain the level of customer satisfaction with the quality of electronic services in the dimensions of website, ATMs, mobile banking. The statistical population of this study includes all customers of Tejarat Bank and Saman Bank branches in Zanjan, and ۱۸۰ people were selected as the sample size from each bank using simple random sampling. A questionnaire was used to collect information in the present study. The questionnaire used in this study is the standard e-ServoQual questionnaire. The relevant questionnaires were analyzed using SPSS software and descriptive and inferential statistics. The research findings show that there is no significant difference between customer satisfaction with the quality of electronic services of Tejarat Bank and Saman Bank, and also the difference in the average of services in the website dimension between the two banks is not significant, and in the ATM dimension, satisfaction is almost equal, but in the mobile banking dimension, the difference in the average is significant, and customer satisfaction in Saman Bank is higher than in Tejarat Bank. Also, by ranking the dimensions of electronic services of Tejarat Bank using the Friedman test, it was observed that the quality of ATMs, website, and mobile banking were respectively.

کلیدواژه ها:

Customer satisfaction ، quality of electronic services ، Tejarat Bank ، Saman Bank