تحلیل کیفیت خدمات نوین در بانک‌های دولتی و خصوصی

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.