Role of Electronic Service Quality in Increasing Customer Satisfaction in the Banking Industry

Considering the tendency of people to electronic banking services due to its unique features and the presence of the bank in order to transfer financial resources, electronic banking has become an integral part of e-commerce and has played an essential role in its implementation. Other researches show that customer satisfaction affects customer preservation and, consequently, affects the profitability and success of organizations in the field of competition.On the other hand, according to the studies carried out customer satisfaction affects customer retention and, consequently, the profitability and success of organizations in the field of competition. This study has been addressed the role of electronic service quality in increasing the customer satisfaction in the banking industry using the literature review in this field and using the researches and experiences of different people and with the help of the results of a field study.

کلیدواژه ها:

e-banking ، customer satisfaction ، service quality