Comparison of Service Quality and Customer Satisfaction in Traditional and Electronic Banking (Case Study: Parsian Bank)
Journal Title: Journal of Science and today’s world - Year 2018, Vol 7, Issue 5
Abstract
Given the fact that banks are key economic factors in all countries of the world, one of the most important goals of the banks is to provide a wide range of flawless services to achieve customer satisfaction. Electronic banking or simply e-banking is one of the most important services in e-commerce. However, the lack of tools to measure customer satisfaction in the banking industry has reduced the speed of e-banking development. The present study thus aimed to compare service quality and customer satisfaction in traditional and electronic banking in Parsian Bank, which is considered a leading bank to provide high-quality services to customers in order to determine the factors which lead to customer satisfaction. The study population included bank customers, among which 242 were selected as the study sample. The data were analyzed using partial least squares structural equation modeling (PLS-SEM) technique. The analysis results indicated the effect of one of electronic service quality dimensions, i.e. telephone banking quality, and two of traditional service quality dimensions, i.e. complaints management and tangibles, on customer satisfaction. In addition, the study results confirmed the effect of customer satisfaction on customer trust and loyalty.
Authors and Affiliations
Rasoul Najafi
Keywords
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