A Survey of Relationship between Electronic Services Quality and Electronic Satisfaction in Banking System

The goal of present research is to survey the relationship between electronic services quality and users' electronic satisfaction of central branch of Tabriz agriculture bank. This study is survey, analytical and applied research. For this purpose, electronic service quality has been defined in 7 dimensions: Efficiency Dimension, reliance capability, Command Supply, Personal Secret Protection, Responsiveness, Compensation, and Communication. In this way 9 hypotheses has been set. The Statistical society of this research is customers of central branch of Tabriz agriculture bank. The size of statistical sample has been estimated 380 people by Cochrane formula, and has been selected by using time random sampling method. Information gathering instrument in this research is researcher made questionnaire. It has been distributed among statistical sample after assessing validity and reliability of questionnaire, Gathered data, summarized and categorized using descriptive statistical method. Pearson test and Freedman test have been used to test research hypothesis. The result of research indicates that there is relationship between electronic services quality and its seven dimensions and users' electronic satisfaction of central branch of Tabriz Agriculture bank. And also ranking of the relationship between dimensions of electronic service's quality and electronic satisfaction of bank users has been presented.

Electronic Banking, Services Quality, Electronic Services, Satisfaction, Electronic Satisfaction, Customer- oriented.