Evaluation of the Effects of Satisfaction and Website Usability in developing Customer loyalty and Efficiencyand positive Word-of-mouth in the e-banking services. (Case of study: Tejarat Banks)

Razieh Samadipour¹ Ali Khoshakhlagh² Mohammad Mohammadi³

1) Young Researchers and Elites club, Science and Research Branch, Islamic Azad University, Tehran, Iran
2) Young Researchers and Elites club, Science and Research Branch, Islamic Azad University, Tehran, Iran
3) Young Researchers and Elites club, Science and Research Branch, Islamic Azad University, Tehran, Iran

IOI Code : XYCH-AECAH
Publication : 3rd International conference on Management , Economics and Humanities(icmeh.org)
Abstract :
    This study attempts to influence satisfaction and usability of the website on productivity and positive oral statements, e-bank customers explore business-oriented. Data from a survey of 384 customers using e-commerce database for gathering and evaluating the effect of satisfaction and usability of the website on productivity and positive oral statements of the multivariable regression analysis hierarchical (HMRA) Lisrel software by used. The results of the study showed that the use of website direct impact on customer satisfaction in electronic banking business as well as customer satisfaction, productivity and efficiency led to positive results in oral statements made in business banking. Finally customersatisfaction on positive oral statements and e-banking has a direct impact on business productivity.

Keywords : customer satisfaction website usability productivity positive oral statements e banking