The effect of electronic banking service quality on customer loyalty

Document Type : Original Article (Quantified)

Authors

Department of Management, Maragheh Branch, Islamic Azad University, Maragheh, Iran

Abstract
The purpose of this research is to investigate the effect of the quality of electronic banking services on customer loyalty in Maragheh city level banks. The research is descriptive of the correlational type in terms of applied purpose and based on the method. The statistical population of this research includes all bank customers in Maragheh city. The size of the target population was considered as 198 people according to Cochran's formula and available sampling method was used. The questionnaire was distributed electronically among the statistical community and was analyzed. The results of this study showed that the dimensions of electronic service quality, including reliability, privacy and security, website design and service and support, have a positive effect on customer loyalty. . According to the results of the research, increasing the efficiency of the website when providing services to customers is one of the most important factors affecting customers, and on the other hand, the satisfaction that is formed in customers is very effective on their behavior, so the issue of special attention to These communications should be done and try to improve the quality of services that this website provides.

Keywords


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Volume 1, Issue 1 - Serial Number 1
March 2023
Pages 173-186

  • Receive Date 26 September 2022
  • Revise Date 14 December 2022
  • Accept Date 01 January 2023