Delibration on service quality evaluation of internet banking by using ES-Qual, a Case study in an Iranian Bank
Article Sidebar
Main Article Content
Abstract
Nowadays, Due to the increasing development of Internet and communication services, Manufacturers and suppliers have been found the special importance of the Internet and use it to offer its services. In this study, using the model ES-Qual (E-SQ), internet banking service quality in an Iranian bank in four dimensions "Efficiency (Eff), system availability (Sys), Fulfillment (Ful), privacy (Pri)" is discussed. In the event of difficulties in internet banking transactions in order to solve the problems and doing it timely, appropriate and suitable for protection of people privacy, some Criterias are considered in this model called "Responsivness (Res), Compensation (Com), contact (Con)".In this study, the kind of research is applied research and research methods are descriptive and inferential (correlation), The population in This research is bank customers in Tehran, which use of internet banking.Gathering information from books and magazines and the analysis of data, the questionnaire and interview preparation and descriptive and inferential statistics (correlation analysis) were used.Questionnaire survey, distribute randomly between internet banking customers electronically and manually distributed, to analyze data and software regression Lisrel, in both descriptive and inferential statistics were used.
Keywords: Internet banking services, quality of service, ES-QUAL, Internet.
Downloads
Article Details
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (SeeThe Effect of Open Access).
References
[2] Bidabadi, M. S., Dadfarnia, S., & Shabani, A. M. H. (2009). Solidified floating organic drop microextraction (SFODME) for simultaneous separation/preconcentration and determination of cobalt and nickel by graphite furnace atomic absorption spectrometry (GFAAS). Journal of hazardous materials, 166(1), 291-296.
[3] Muller, T. E., Hultzsch, K. C., Yus, M., Foubelo, F., & Tada, M. (2008). Hydroamination: direct addition of amines to alkenes and alkynes. Chemical reviews, 108(9), 3795-3892.
[4] Lindgreen, S. (2012). AdapterRemoval: easy cleaning of next-generation sequencing reads. BMC research notes, 5(1), 337.
[5] Amiri, B., Fathian, M., & Maroosi, A. (2009). Application of shuffled frog-leaping algorithm on clustering. The International Journal of Advanced Manufacturing Technology, 45(1-2), 199-209.
[6] Bayer, P., Ross, S., & Topa, G. (2005). Place of work and place of residence: Informal hiring networks and labor market outcomes (No. w11019). National Bureau of Economic Research.
[7] Sayyari, M., Babalar, M., Kalantari, S., Serrano, M., & Valero, D. (2009). Effect of salicylic acid treatment on reducing chilling injury in stored pomegranates. Postharvest Biology and Technology, 53(3), 152-154.