An investigation of the factors affecting customer satisfaction with electronic banking in Isfahan

Abstract

The increasing growth and development of communications technology has created a major change indifferent aspects of human life and organizational performance. New technologies have changed function and attitudes of individuals and organizations and have become an important aspect in creating new jobs and innovation in organizations. Development of new phenomena such as electronic business, electronic commerce and electronic banking has changed individuals' attitude toward organizations. All organizations look to attract customers and increase their satisfaction to sustain their productivity and efficiency. This issue is particularly important for the banks. New methods in providing banking services is one of the most important factors in creating competitive advantage for banks and attracting customers and satisfying them. Nowadays, Iranian banks have taken several steps in the field of electronic services. The main objective of this study is to investigate the degree of customer satisfaction of e-banking services as well as the factors influencing customer satisfaction. The population of the study consisted of all clients who referred to Isfahan banks. Since there is no definite statistics of individuals' presence in the banks, specific estimate of the total population cannot be provided and the questionnaires were randomly distributed among 200 customers of various branches of banks in the city. Based on the findings of this study, the highest degree of correlation was between the positive experience of electronic banking services and their satisfaction of electronic banking services with the correlation coefficient of 0.777 at the significance level of 0.000. In addition, there is a significant positive relationship between income level, service provided by personnel and education level with the dependent variable.