چکیده مقاله
The benefit of banks like any other economical enterprise is in customers’ satisfaction Banks have become able to offer new services to their customers through development ofinformation technology In current article the definitions related to customer satisfaction and electronic banking are discussed first The correlation between offering electronic banking services and the extent of customers’ satisfaction has been studied by conductinga field study and analyze of its results Kano model was used to analyze the research results and understand the equation between two variables: electronic banking and customer’s satisfaction Mashhad city’s bank was considered as the case study Results show that the electronic services of Saman bank are of functional needs of customers and it means that the correlation between their development and customers’ satisfaction is a direct linear relation
کلیدواژهها
نویسندگان
Hamidreza Barati
Mashhad town hall’s expert region ۴ , Master in executive management
Kazem Delgosha
President of Mashhad town hall’s accounting office
Mahdi Darini
Professor in Azad university of Torbat e jam, student of management PhD
Hadi Moludian
Member of payame noor university management faculty , management PhD
شیوه ارجاع
Barati, Hamidreza and Delgosha, Kazem and Darini, Mahdi and Moludian, Hadi,1392,Investigating the Importance of Electronic Services of Banks on Customers Satisfaction based on Kano Model(Case study of Mashhad city bank),7th International Conference on e- Commerce whit focus on e-Security,Kish Island
ارائهشده در
مجموعه مقالات هشتمین کنفرانس بین المللی تجارت الکترونیک با رویکرد بر اعتماد الکترونیکی4 اردیبهشت 1393 · مشهد