The Effect of Internet Banking Services Features on Customer Satisfaction (Case Study: Refah Bank of Tehran)

As electronic banking emerges as a new service in banking, the quality of electronic services becomes an important competitive advantage in banking and has a direct effect on customer satisfaction. This research investigates the effect of internet banking services quality aspects on customer satisfaction of Refah Bank in Tehran. Research hypothesizes Test the effect of fulfillment, information security, system accessibility and ease of use on customer satisfaction in Refah Bank of Tehran. Statistical community of the research consists of all Refah Bank customers in Tehran province. So a sample of 400 customers were asked to answer a standard questionnaire of 21 questions. Hypothesis tests were done using structural equations model in Smart PLS software. Results show that each four internet banking services quality aspects have positive effect on customer satisfaction, and fulfillment shows the strongest relationship, while ease of use shows the weakesy relationship

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