اثر بهبود کیفیت خدمات بانکداری الکترونیکی بر عملکرد ابزارهای بانکداری الکترونیکی

نوع مقاله : علمی - پژوهشی

نویسنده

استادیار گروه مدیریت بازرگانی دانشگاه شهید بهشتی

چکیده

امروزه در صنعت بانکداری ضرورت استفاده از پرداخت الکترونیک  نه تنها از سوی بانکها بلکه از سوی مشتریان بانکی به شدت احساس شده و مشتریان  خواستار استفاده از این 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 رگرسیون  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. 

کلیدواژه‌ها

عنوان مقاله [English]

The effect of improving the quality of electronic banking services on Performance electronic banking tools

چکیده [English]

Today, the banking industry not only from banks but also the necessity of using electronic payment by bank customers felt and customers will want to use this type of service. This study sought to examine the relationship between the quality of electronic services and the use of e-banking customers in Iranian banks. For this reason, population 8 Iranian banks selected using exploratory factor analysis and regression analysis examined the research
The purpose of this research is discussed. The results indicated the criteria for measuring the quality of the bank's electronic services banks , depending on the quality of services provided on the number of transactions and number of transactions of sale terminals provide ATMs showcase the positive effects but the effect of improving the amount of the transaction was not approved

کلیدواژه‌ها [English]

  • Electronic service quality-level of service- the banking system

مراجع

  1. - Anderson, E.W. and Fornell, C., “Foundations of the American customer satisfaction index”, Total Quality Management,2013, Vol. 11 No. 7, pp. 869-82.
  2. - Barrutia j M and Glisanz.,e-service quality: overview and research agenda,international journal of quality and service science ,2014, vol 1, no 1 , pp 29-50
  3. - Barwise, P. "Editorial", The Journal of Brand Management,1997, Vol. 4 No.4, pp.220-3.
  4. - Bauer, H.H., Hammerschmidt, M., Falk, T, "Measuring the quality of e-banking portals", International Journal of Bank Marketing,2005, Vol. 23 No.2, pp.153-7
  5. - Bolton, R.N., Kannan, P.K. and Bramlett, M.D. “Implications of loyalty programmembership and service experiences for customer retention and value”, Journal of theAcademy of Marketing Science,2000, Vol. 28 January, pp. 95-108.
  6. - Ceren Sayar, T and Simon Wolfe ,Internet banking market performance: Turkey versus the UK, nternational Journal of Bank Marketing,2007, Volume 25 Number 3 pp. 122-141
  7. - Chinho Lin, Conghoang Nguyen,exploring e-payment adoption in Vietnam and Taiwan, The Journal of Computer Information Systems.2011, Vol. 51, Iss. 4; pg. 41, 12 pgs
  8. - Dabholkar, Pratibha A. (2006), “Factors Influencing Consumer Choice of a ‘Rating Web Site’: An Experimental Investigation of an Online Interactive Decision Aid,” Journal of Marketing Theory and Practice, 14 (4) Fall, 259-273
  9. - Davis, F.D, "Perceived usefulness, perceived ease of use, and user acceptance of information technology", MIS Quarterly,1989, No.Vol. 1, September, pp.319-39.
  10. - Essinger, James,“The Virtual Banking Revolution”, Thomas business press,1999
  11. - Fisk, R.P., Brown, S.W. and Bitner, M.J., “Services management literature overview: a rationale for interdisciplinary study”, in Glynn, W.J. and Barnes, J.G. (Eds), Understanding Services Management, Wiley, Chichester,1995, pp. 1-33.
  12. - Fornell, C., “A national customer barometer: the Swedish experience”, Journal of Marketing,1992, Vol. 56 January, pp. 6-22.
  13. - Gattiker, V.E,Technology-mediated Communication, W. de Gruyter, New York, NY,1992
  14. - Gefen, D., Straub, D.W. "Gender differences in the perception and use of e-mail: an extension to the technology acceptance model", MIS Quarterly, No.December,1997, pp.389-99.
  15. - Gounaris, S., Dimitriadis, S., Stathakopoulos, V. "Antecedents of perceived quality in the context internet retail stores", Journal of Marketing Management,2005, Vol. 21 No.7-8, pp.669-700
  16. - Graham, G, "The armchair banker", Financial Times,1997, No.19 February, pp.12
  17. - Harrison Tina ,”Financial Service Marketing”, Prentice Hall, Great Britain,2000
  18. - Jayawardhena, C., Foley, P., "Changes in the banking sector – the case of Internet banking in the UK", Internet Research: Electronic Network Applications and Policy,2000, Vol. 10 No.1, pp.19-31.
  19. - Johnson, B., Ott, J., Stephenson, J., Weberge, Banking on multimedia", The McKinsey Quarterly,1995, Vol. 2 pp.94-106
  20. - Johneston Robert,”Identify the Critical Determinants of Service Quality in Retail Banking: Importance and Effect”,International Journal of Bank Marketing,1997, Vol.15. No 4.PP
  21. - Joseph M,Iraham. E,Ibeh K,Customers perception of electronic service delivery in the UK retail banking sector,international journal of bank marketing 2006,.vol.24.no.7.pp745-493
  22. - LEE, ZUI-CHIH(2010). An Investigation of Antecedents and Consequences of Consumers’ Attitudes Toward an Apparel Website. 154 pp
  23. - Kolodinsky . Jane M, Jeanne M. Hogarth, Marianne A. Hilgert, "The adoption of electronic banking technologies by US consumers", International Journal of Bank Marketing,2004, Vol. 22 Iss: 4, pp.238 – 259
  24. - Mick, D.G., Fournier, S. "Paradoxes of technology: consumer cognizance, emotions, and coping strategies", Journal of Consumer Research,1998, Vol. 25 No.September, pp.123-42.
  25. - Mols, N.P"The internet and services marketing - the case of Danish retail banking," Internet Research: Electronic Networking Applications and Policy,2000, (10:1), , pp: 718
  26. - O'mahony, D., Peirce, M. and Tewari, H. Electronic payment for e-commerce. Edition S, editors: Artech House, Inc. Canton; 2001. 33 Ip.
  27. - Parasuraman, A and and Zeithmal , V and Berry.L SERVQUAL : A multiple-item scale for assessing electronic service quality . Journal of service research.pg,1998 ,vol43 No 5 , pp234-56
  28. - Parasuraman, A., Zinkhan, G.M"Marketing to and serving customers through the internet: an overview and research agenda", Journal of The Academy of Marketing Science,2002, Vol. 30 No.4, pp.286-95.
  29. - Parasuraman, A., Zeithaml, V., Malhotra, A. "E-S-QUAL: a multiple-item scale for assessing electronic service quality", Journal of Service Research,2005, Vol. 7 No.3, pp.213-33.
  30. - Taylor, S., Todd, P "Assessing IT usage: the role of prior experience", MIS Quarterly, No.December,1995, pp.561-8(Fnglin.L and
  31. - Treanor, J. 2013, "How virtual banks are close to becoming a reality", The Independent, , No.21 February, pp.22
  32. -
  33. - Yung-Kai Yang and Cheng-Min Feng (2014 ) Journal of Air Transport Management, Volume 10, Issue 5, Pages 353–360
  34. -
  35. - Zaixin.L, 2012 "A Consumer perspective of E- Service,prntce hall
  36. - Zhang, X., Prybutok, 2015,V.R "A consumer perspective of e-service quality", IEEE Transactions on Engineering Management, Vol. 53 No.4, pp.461-77
  37. -

فایل ها

سابقه مقاله

  • تاریخ دریافت: 28 دی 1394
  • تاریخ بازنگری: 01 اردیبهشت 1403
  • تاریخ پذیرش: 11 دی 1399

هم رسانی

ارجاع به این مقاله

آمار