اثر بهبود كيفيت خدمات بانکداری الکترونیکی بر عملکرد ابزارهای بانکداری الکترونیکی

مریم اخوان خرازیان

چکیده


امروزه در صنعت بانكداري ضرورت استفاده از پرداخت الكترونيك  نه تنها از سوي بانكها بلكه از سوي مشتريان بانكي به شدت احساس شده و مشتريان  خواستار استفاده از اين نوع خدمات خواهند بود. این تحقیق به دنبال بررسیرابطه بین کیفیت خدمات الکترونیکی و سطح استفاده مشتریان از بانکداری الکترونیک در بانکهای ایرانی می باشد.برای این منظور جامعه آماری 8 بانک ایرانی انتخاب شده و با استفاده از روشهای تحلیل عاملی اکتشافی و سپس تحلیل رگرسيون  هدف تحقیق مورد بررسی قرار گرفته است. نتایج بدست آمده نشان از ارائه شاخصهایی برای سنجش کیفیت خدمات الکترونیکی در بانکها داشته ومشخص  شد که کیفیت خدمات ارائه شده الکترونیکی بانکها بر تعداد تراکنش های پایانه های فروش و تعداد تراکنش های دستگاههای خودپرداز ثاثیر مثبت می گذارد ولی اثر این بهبود بر مبلغ این تراکنش ها مورد تایید قرار نگرفت. 


واژگان کلیدی


كيفيت خدمات الکترونیکی - سطح استفاده از خدمات- سیستم بانکی

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