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مقالات فارسیISIکنفرانسهاژورنالها

Testing the Relationship between Service Quality, Overall e-Banking Service Quality and Customer Satisfaction

محل انتشار: نهمین کنفرانس بین المللی تجارت الکترونیک با رویکرد بر کسب و کار الکترونیکی
سال انتشار: 1394
نوع سند: مقاله کنفرانسی
زبان: انگلیسی
مشاهده: 846

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استخراج به نرم افزارهای پژوهشی:

لینک ثابت به این مقاله:
https://civilica.com/doc/423090

شناسه ملی سند علمی:

ECDC09_009

تاریخ نمایه سازی: 25 بهمن 1394

چکیده مقاله:

The present paper aims at explaining the relationship between some variables of service quality, overall quality of e-banking services and customersatisfaction in Bank Industry in Ahwaz city (Iran). This paper includes a quantitative survey and in general includes the development of a hypothesistesting tool. The data were analyzed by Lisrel software program using statistical path analysis. The results shows that there is a significant relationshipbetween the quality of online service to the customer, the quality of online system, the quality of banking services products, overall quality of e-banking services and customer satisfaction

کلیدواژه ها:

Service Quality ، Overall E-Banking Service Quality ، Customer Satisfaction ، Bank Industry ، Ahwaz

نویسندگان

Belghis Bavarsad

Assistant Professor, Shahid Chamran University (SCU) of Ahvaz, Iran

Zahra Azizi

Master of Management, Shahid Chamran University (SCU) of Ahvaz, Iran

Mehran Saghaeian

Master of Management, Shahid Chamran University (SCU) of Ahvaz, Iran

Ali Akbar Hozhabri

PhD student, Faculty of Management, Universiti Teknologi Malaysia (UTM)

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