The Impact of E-service Quality on the Improvement of the Level of Communication with Customers of Bank Melli Branches in South Tehran Affairs Office
| Autor: | Amir Hossein Amir Khani, Ali Rostami, Gholamali Soltani |
|---|---|
| Jazyk: | angličtina |
| Předmět: |
Service quality
Data collection Privacy policy media_common.quotation_subject 05 social sciences electronic service General Engineering Energy Engineering and Power Technology 02 engineering and technology Bank Melli e-service quality Cronbach's alpha Sample size determination 020204 information systems Statistical population customer 0502 economics and business 0202 electrical engineering electronic engineering information engineering 050211 marketing Operations management Quality (business) Business Marketing media_common Face validity |
| Zdroj: | Procedia Economics and Finance. :448-455 |
| ISSN: | 2212-5671 |
| DOI: | 10.1016/S2212-5671(16)30063-6 |
| Popis: | The purpose of this research is to study the impact of electronic service quality on the improvement of the level of communication with customers in Bank Melli branches in South Tehran affairs office. It is a descriptive cross-sectional study and library and field methods were used for data collection. The statistical population of this study includes all the customers of Bank Melli branches in South Tehran and their number is unlimited. Random sampling method was also used. Hence, according to Cochran's theorem, the sample size is 384 individuals. A questionnaire was used for data collection, it is the collection of Zeithaml et al and its face validity is verified and its reliability through Cronbach's alpha is 75%. Finally, the results of this study show that there is a significant and positive relationship between the aspects of e-service quality (efficiency, system availability, commitment to the implementation of the system, privacy policy, response, and contact) and the level of communication with customers of Bank Melli branches in South Tehran. |
| Databáze: | OpenAIRE |
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