Title: The effect of the internet banking service quality on customer satisfaction (case study: Refah bank in Tehran)

Authors: Ali Nazeri; Rahman Soofifard; Mohsen Ebrahimi; Ladan Babayof

Addresses: Department of Industrial Engineering, Islamic Azad University, Damavand Branch, Damavand, Iran ' Department of Systems and Process Design, Research Institute of Petroleum Industry, RIPI, NIOC, Iran ' Department of Studies and Human Resource Planning, Research Institute of Petroleum Industry, RIPI, NIOC, Iran ' Department of Management, Islamic Azad University, Damavand Science and Research Branch, Iran

Abstract: Along with emergence of the electronic banking services, its quality as a known competitive advantage has had direct impact on customer satisfaction. This study aimed at measuring the impact of the internet banking service quality dimensions on customer satisfaction in the Refah bank of Tehran. Hypotheses investigated the effect of features, functionality and beauty of the site, reliability, responsiveness, performance, efficiency, privacy, information security, system availability, ease of use, customers' openness towards green technology and services of internet banking on satisfaction of the bank' customers. Statistical population of the study was all customers of Refah bank branches in Tehran and 400 people were selected as sample that a standard questionnaire including 58 questions was distributed among them. PLS Smart structural equation modelling software was used for testing hypotheses. Results confirmed positive effect of eleven dimensions of the electronic banking service quality on customer satisfaction. Meanwhile performance (fulfilment) dimension had the greatest impact on the bank customers' satisfaction.

Keywords: quality of banking services; internet banking; customer satisfaction; partial least squares method.

DOI: 10.1504/IJSOM.2019.102032

International Journal of Services and Operations Management, 2019 Vol.34 No.1, pp.65 - 80

Received: 26 Jan 2017
Accepted: 11 Jun 2017
Published online: 04 Sep 2019 *

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