An investigation to the effects of risk and quality of services on e-banking customer satisfaction: Case study industrial city’s manager that is Meli bank customer at Golestan provenience
Journal Title: International Research Journal of Applied and Basic Sciences - Year 2014, Vol 8, Issue 6
Abstract
E-service offering is a chalengble active for today’s organizations. So, banks seek to increase customer satisfaction. The aim of this project is an investigation to the effects of risk and quality of services of e-banking customer’s satisfaction. Social statestics of this project is manegers of Golestanprovinence’s firm in which 3 cities was investigations, there are: Gorgan, Kordkoy and port of Gaz. Sample are 289 people that ectract by Kokran formula. Data was gathered by questioner and analizes by structural eqitional module. Results indicated that quality of e-service has significant relationship with perceived benefits and costs. Performance and financial risk have negative impact on perceived benefits, but have positive impact on perceived costs, and also sycological risk have significatnt relationship with perceived benefits and costs. All of thses criteria have impact on satisfaction.
Authors and Affiliations
Parviz Saeedi| professor assistant, Azad university, Ali AbaldKatol branch, Hormoz Mehrani| professor assistant, Azad university, Ali AbaldKatol branch, Mehdi Ehsan Bakhsh| professor assistant, Azad university, Ali AbaldKatol branch
Keywords
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