The Evaluating of Internet Customers Behavior in Saderat Bank, based on Components of Information, Services and Web

Abdolreza Karimi Reikandeh¹

1) PhD in Business Administration (DBA), Industrial Management Organization, Mazandaran Agency, Iran

IOI Code : XBEC-DHBCE
Publication : 2nd International Conference on Management, Accounting, Economics & Banking in the Third MIillennium(mae2019.ir)
Abstract :
    Abstract The purpose of this study was to investigate the behavior of online customers of the Saderat bank in Mazandaran province based on structural equations. The research is a descriptive-survey method in terms of purpose, applied and research method. The statistical population includes online customers of Mazandaran Provincial Saderat Bank in the spring of 1398 in an unlimited number and sampling method was available and the number of samples was 384. Data were analyzed using SPSS and AMOS softwares. Data were analyzed using t-test and confirmatory factor analysis. The findings showed that, based on the mean values, the deviation from the criteria, the value of the T-statistic and the probability value, the hypothesis about the variables information , service elements , usability Web , Quality of Information and Satisfaction (Online Clients) were rejected. Consequently, from the viewpoint of the subjects, the status of the variables mentioned was above average and desirable. In the case of the variables service quality and system quality , the hypothesis is accepted as zero and these variables are in a moderate condition. The hypothesis test showed that information component on perceived quality of information, component of service elements on perceived customer service quality, system quality component on perceived service quality, perceived quality of information components, perceived service quality and perceived system quality Has been effective on satisfaction, then the first, second, fifth, sixth, seventh and eighth hypotheses of the research were confirmed. The component of Web usability on the perceived quality of the system and the quality of information component on perceived service quality have no significant effect, therefore the third and fourth hypotheses of the research were rejected. Key words: quality of information, quality of service, system quality, online banking, Saderat Bank of Mazandaran province

Keywords : quality of information quality of service system quality online banking saderat bank of mazandaran province