Delibration on service quality evaluation of internet banking by using ES-Qual, a Case study in an Iranian Bank
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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.
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Keywords: Internet banking services, quality of service, ES-QUAL, Internet.Downloads
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References
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