The Evaluation of Effect Electronic Banking in Customer Satisfaction and Loyalty

Abstract

In order to understand customers' characteristics, banking management should create a good relationship with them. The goal of this research is evaluation of effect electronic banking and three dimensions comprise quality of system, quality of information and quality of servicein customer loyalty with regard to role of customer satisfaction among customers of mellat bank in Isfahan city in Iran. The population of the study comprises customers of mellat bank in Isfahan city that use of total electronic banking service, therefore the population of research is unlimited and uncounted. The instrument of data collection in this research is standard questionnaire. Number of 250 questionnaire distributed and totally 224 questionnaires were analyzed. Samples were also selected with method of available random. To analyze data and test hypotheses was used pls and Spss software. The results indicate that system quality has a positive and significant impact in customer satisfaction. On the other, results indicate that information quality has a positive and significant impact in customer satisfaction. Also, the effect of customer satisfaction in customer loyalty is confirmed.

Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model

“…According to Bhatty et al (2001), true customer loyalty are driven by a strong, trusting relationship between the customer and the business. According to Aghdaie et al (2015), customer satisfaction and loyalty increases when system quality and information quality is remarkable in the banking industry. The authors further mentioned that Internet banking allows customers to be more flexible as they can access products and services 24/7 without any difficulty.…”

Security perception in the adoption of mobile payment and the moderating effect of gender

“…Customer satisfaction has been treated as a fundamental factor affecting customer loyalty and satisfied customers are more likely to make the same Adoption of mobile payment purchasing decision (Hossain et al, 2018). In addition, satisfaction with the loyalty base is the determining factor for a satisfactory association and customer retention (Aghdaie et al, 2015;Ammari and Bilgihan, 2017). Satisfaction is therefore the dominant factor affecting customer loyalty, accordingly, the following hypothesis is proposed: H3.…”

Does The Banking Information System Affect Customer Satisfaction and Loyalty?

“…Several previous studies have stated that there is a significant relationship between internet banking and customer satisfaction and loyalty (Amin, 2016). Meanwhile, according to Aghdaie et al customer loyalty and satisfaction increase when the quality of the information system is extraordinary in the banking industry (Aghdaie et al, 2015). Musiime and Ramadhan also found that there is a relationship that is directly proportional to customer loyalty and internet banking (Musiime & Ramadhan, 2011).…”