Analyzing the Relationship Between the Level of E-banking and Customer Satisfaction From E-banking Service Quality in Iran  

作　　者：Nasrin Jazani Yasser Sobhanifard Maryam Akhavan Kharazian 

机构地区：[1]University of Shahid Beheshti, Tehran, Iran [2]University of Imam Sadiq, Tehran, Iran [3]University of Isfahan, Isfahan, Iran

出　　处：《China-USA Business Review》2012年第5期643-653,共11页美中经济评论（英文版）

摘　　要：In order to dominate the environmental rapid changes and obtain the flexibility, using e-banking is vital and inevitable today. The purpose of this research is to analyze e-banking changes and its level of customer satisfaction in Iranian Banks in a four-year period and the measurement of customer satisfaction of e-banking service quality in Iran. In order to achieve this goal, a survey conducted in two phases. Firstly, four-year data was gathered from the electronic banking project. Secondly, a sample of research including 19 private and public banks in Iran was selected, a questionnaire was designed, distributed, collected and analyzed. All data for these banks was taken from Central Bank of the Islamic Republic of Iran. The methodology of research was factor and correlation analysis. The results imply that increasing the level of e-banking in Iran has a positive relationship with customer satisfaction from e-banking service quality.

关 键 词：E-BANKING CORRELATION customer satisfaction e-banking service quality 

分 类 号：O224[理学—运筹学与控制论] TN915[理学—数学]