Review and Assess the Quality of E-services and its Role in Customer Satisfaction of Maskan Bank

Purpose This study aimed to assess the quality of e-services in Maskan bank and identify the causes and impact of such services on customer satisfaction has been the target database. Design/methodology/approach: This study is based on questionnaires distributed implementation method based on four-dimensional model of e-service quality is Parasouraman, in this study, the identification of target customers as the research population and distribution of the questionnaire results were analyzed by spss software end, and in the end, the software was designed and fitted. Findings confirm the above software out five assumptions about the relationship between the four dimensions of e-service quality and customer satisfaction is forming so evaluation of influencing factors on quality of service were also given, security dimension, effectiveness, availability and flexibility in order to run the components are effective in increasing the level of e-service quality. Research limitations / implications: In this study, to measure consumer attitudes and the other variables measured by the questionnaire. Although the validity of this questionnaire has been studied but all the questions in the survey approach and can be interpreted in the process of change is small, The services required in the present study, all non-technical factors such regulations, rules, tariffs, consumption, and ... The quality and level of service and consequently affect the respondents, therefore it is not possible to control all the variables in the research and implementation of this research is to study the limit. According to the interpretation of results with regard to the status and effect of unwanted variables, so care must be taken in interpreting the results due to limitations of the practice mentioned. Practical implications: This study shows the evaluation results and determines the relevance and role of e-services as an independent variable with customer satisfaction as the dependent variable is the banking. Identifying and determining the causes of satisfaction and dissatisfaction of customers with positive and negative factors of e-services has been investigated and extended. Originality/value: Studies show that more than ۸۵% of maximum ۳% of clients funds into the bank account and even some branches just because a particular customer, have been able to reach very high levels. In this regard, it is not exempt from Maskan bank. And is trying to build towards enhancing and upgrading electric service to its customers, obviously, the factors of service quality and customer satisfaction can help preserve them for the authorities to provide banks, it is hoped that this study will identify some of these factors.

کلیدواژه ها:

Electronic services ، Customer satisfaction ، Service quality ، Electronic banking