Volume 9, Issue 2 (2019)
ORMR 2019, 9(2): 85-100 |
Back to browse issues page
Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
Quality analysis of modern banking services in state and private banks. ORMR 2019; 9 (2) :85-100
URL: http://ormr.modares.ac.ir/article-28-38859-en.html
URL: http://ormr.modares.ac.ir/article-28-38859-en.html
Abstract: (5038 Views)
Developing of electronic services in the banking industry, the nature of financial services has changed tremendously and in today's competitive banking environment, most banks are seeking to identify and meet their customer’s need in order to maintain their position in the market. The purpose of this study is investigating relationship between quality of modern banking services and customer satisfaction. Thus, in order to fulfill this purpose, different models of automated services quality index were surveyed. Then 7 variable including variety, ease of use, usefulness, operation’s speed, confidentiality, security and responsibility were selected. We distributed 384 questionnaires with Likert scale in state and private banks’ customer in Bandar-e-Anzali city. This research used Cronbach’s alpha coefficient for reaching a fair reliability. Also validity of this questionnaire was calculated through factor analysis. Results of testing hypotheses using Spearman’s correlation test showed that modern services quality has positive effect on customer satisfaction.
Article Type: مقالات علمی پژوهشی |
Subject:
Strategy and Management
Received: 2019/12/9 | Accepted: 2019/12/9 | Published: 2019/12/9
Received: 2019/12/9 | Accepted: 2019/12/9 | Published: 2019/12/9
| Rights and permissions | |
 |
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. |