The Effect of Electronic Service Quality on Customer Satisfaction and Loyalty Saderat Bank s Customers

saeedeh asadpoor¹ abolfazl abolfazli²

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Publication : 4th International Conference on Modern Research’s in Management,Economics & Accounting(4meaconf.com)
Abstract :
The aim of this study is to investigate of the effect of electronic service quality on customer satisfaction and loyalty Saderat bank s customers. The method is based on the purpose and the method is the descriptive and correlation. Standard questionnaire validity and reliability (Cronbach s alpha coefficient 0.91) it was approved. The research data were collected from a random sampling of 384 of Saderat Bank s Customers in Urmia and Salmas that use Electronic Services and were analyzed using SPSS software. The results show that, Electronic Service Quality has positive and direct effect on customer satisfaction and customer satisfaction has direct effect on customer loyalty. Also the Availability, Security, Reliability and Fulfillment are direct impact on customer satisfaction but and personalization have no effect on customer satisfaction.
Keywords : Electronic Service Quality Customer Satisfaction Customer Loyalty.