ISSN: 2222-6990
Open access
Customer satisfaction is one of the key elements of the Bank's investment in e-commerce is creating competitive advantage and the profitability of the banks provide. The purpose of this paper is to introduce and investigate the variables that can create customer satisfaction in e-banking. These variables include: service quality, trust, assurance, empathy, tangibles, customer value, responsiveness. To test the hypotheses, a questionnaire of 32 questions designed that is valued 0 to 100 and distributed among the population (Melat bank), the total 351 patients of the main branches of clients who have had experience using the online system. The method used in this research is descriptive survey. The path analysis method was used to test the hypotheses, and the AMOS software is used for statistical analysis of data. The results of the study show the significant impact of variables on Customer satisfaction, however, the Customer Value and Trust has had the greatest impact on Satisfaction among them.
N/A
N/A
Copyright: © 2018 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode