چکیده :

Today one of the most important modifications which have happened in quality improvement attitudes in last decade of the 20th century is customers’ electronic satisfaction measurement as one of the main requirements of the quality management systems in electronic banking. Electronic satisfaction is considered as one of the main subjects of electronic business globalization. High electronic satisfaction is a success keys for the financial firms specially banks that act in global electronic business environment. The goal of the research is to study the Role of Electronic Services Quality on Electronic Satisfaction of Customers (Case study: main branch of Tabriz Mellat bank. So as to reach the objectives through the study of different book articles and experts’ attitudes electronic service quality has been defined in seven dimensions and according to dimensions 2 main hypothesis and 7 sub hypothesis has been adjusted. Statistical society of the research is the bank customers who have the account and sample society that it’s number estimated by Cochrane formula selected by random sampling method. The device of gathering information is questioner contained 33 questions. Having assessed its validity and reliability they were distributed among statistical sample. By using statistical methods data categorized and summarized after gathering questions, and to test the research hypothesis, Pearson correlation test is used. The results indicate that there is meaningful relationship between electronic service quality and electronic satisfaction of customers.

کلید واژگان :

Electronic Service Quality, Satisfaction, Electronic Satisfaction



ارزش ریالی : 100000 ریال
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