Evaluation of Performance of E-Banking Services: Case Study of the Customers of Selected Branches of Bank Saderat Iran

Document Type : Research Paper

Authors

1 Assistant Professor, Faculty of Economics, Allameh Tabataba'i University

2 Master student of Allameh Tabataba'i University

Abstract

This research evaluates the performance of e-banking services including internet banking, mobile banking, hambank and telephone banking from viewpoints of clients of Bank Saderat Iran (BSI) in Tehran in 2016. To do this, four components are examined through data gathered by questionnaires containing 24 principal questions pertinent to satisfaction of e-banking clients. After reviewing literature, the performance of e-banking services and satisfaction of e-banking clients are studied by descriptive method using five-item Likert-type questionnaires. The research hypotheses are tested by binomial tests. In addition, the relationships among dimensions of e-banking services and clients' satisfaction are examined by correlation tests. Findings indicate significant positive relationship between e-banking services and bank clients' satisfaction. In other words, the clients of Bank Saderat Iran are satisfied with providing e-banking services

Keywords

References

 
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