Measuring Banks' Automated Service Quality: A Re-Examination and Extension in an Islamic Country

Abstract

Abstract: This study seeks to discover the answer to this question by reviewing the literature and other studies in Iran and other countries: What factors are the main factors in customer satisfaction of electronic banking services in Iran? The main objective of this paper is investigating and studying the most important factors in the field of e-banking services in a islamic country and customer ‘s evaluation of the electronic banking services. The authors validate a measurement model for customer satisfaction evaluation in e-banking service quality based on different service quality models and theories such as Technology Acceptance Model (TAM), Theory of Reasoned Action (TRA) and Theory of Planned Behavior (TPB). This paper provides a model with 7 factors on the following dimensions: convenience, accessability, accuracy, security, usefulness, bank image and web site design. Some of these factors have a significant statistical difference between males and females. These dimensions are determinants of customer ‘s quality perception in e-banking services and this paper presents new directions in a service quality research and offers new directions to researchers and managers in providing service quality improvement. Key words:Electronic banking Customer satisfaction Customer service quality Service quality models INTRODUCTION on business performance, lower costs, customer satisfaction, customer loyalty and profitability [3].

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