چکیده مقاله
The purpose of this paper is to identifying the factors of customer satisfaction in Export Development bank of Iran EDBI In this study, purposive sampling technique wasemployed to recruit 50 customers classified as government service holder, private service holder and businessman from all EDBI branches We have done Kaiser Meyer Olkin Measure of Sampling Adequacy, Bartlett's Test of Sphericity, Cronbach's Alpha Reliability Statistics, inter correlation, factor analysis and factor ranking This research showed that management information service, service factor, time management and behavioral factor are the key factors which are representing customer satisfaction in EDBI Management information services is the combination of 7 variables such as computerized service, innovative service, smooth and hassle free, staff availability, skilled and knowledgeable employees, service charge, transparency in services In addition, service factor amalgamation of 3 variables which are service infrastructure,systematic, accurate service and cordial, customer friendly; helpful employee more over time management factor is also the combination of 3 variables such as waiting time, timely information and effective handling of complaint Finally, commitment of employee and timely services are constitute of behavioral factor Among major four factors behavioral factor obtain the highest rank comparing with other factor The paper contributes to previous research by adding to existing knowledge regarding what constitutes e banking service The paper makes key recommendations towards enhancing current online financial services delivery
کلیدواژهها
نویسندگان
Bahman Vakili
Export Development bank of Iran
شیوه ارجاع
Vakili, Bahman,1393,Identifying the Factors of Customer Satisfaction in E- Banking SystemCase study: Export Development bank of Iran,8th International Conference on e-Commerce with focus on E-Trust,Mashhad
ارائهشده در
مجموعه مقالات هشتمین کنفرانس بین المللی تجارت الکترونیک با رویکرد بر اعتماد الکترونیکی4 اردیبهشت 1393 · مشهد