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Electronic Service Quality of Iranian internet banking

Md. Ariff, Mohd. Shoki and Zavareh, Farnaz Beheshti and Zakuan, Norhayati and Ishak, Nawawi (2013) Electronic Service Quality of Iranian internet banking. Review of Integrative Business Economic Research, 2 (2). pp. 555-570. ISSN 2304-1013



This study attempted to determine electronic service quality (e-SQ) of Iranian internet banking and its impact on electronic customer satisfaction (e-CS). Using convenience sampling procedure and a web-based questionnaire, 292 completed questionnaires were gathered from internet banking users of four main public banks in Iran. The Confirmatory Factor Analysis performed indicated that six dimensions - efficient and reliable services, fulfilment, security/trust, site aesthetics, responsiveness/contact, and ease of use - were applicable to measure the Iranian internet banking e-SQ. Results of descriptive analysis indicated that Iranian internet banking users perceived a high level of e-SQ and the high level of the e-SQ was statistically significant using One-sample t-test analysis. All items for each dimension of e-SQ recorded high descriptive value indicating that users’ perceived high e-SQ in the usage of internet banking. A significant positive relationship exists between e-SQ and e-CS in the Iranian internet banking. The regression analysis performed showed that security/trust, site aesthetics, and ease of use of the internet banking e-SQ have positive effects on e-CS. Managerial and future research recommendations were discussed in relation to improving the internet banking e-SQ and to explore contributing factors to the low usage of internet banking in Iran.

Item Type:Article
Uncontrolled Keywords:site aesthetics, t-test analysis, Iranian
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
ID Code:40445
Deposited By: Narimah Nawil
Deposited On:14 Aug 2014 03:07
Last Modified:26 Mar 2019 08:08

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