The evaluation of the effect of E-banking service quality on customers’ commitment of Parsian Bank of Tehran

Abstract

This study investigates the impact of e-banking service quality on customers’ satisfaction and commitment. The design of the present study isexperimental, and for conducting this study, 384 customers of Parsian Bank of Tehran who have had the experience of using the electronic services of this bank were randomly selected by cluster sampling and data of this study were collected by using of questionnaire tool. The nature of the study is descriptive-survey and descriptive-analytical statistical techniques were used to analyze the data. In the descriptive analysis level, demographic data were analyzed and in the analytical analysis level, data were analyzed by structural equation modeling to confirm or reject the hypotheses. The results of this study indicated that all three hypotheses were confrmed. The perceived quality of e-banking services has positive impact on customers’ satisfaction. Finally, the satisfaction of the perceived quality of e-banking services has a positive impact on customers’ commitment.