جستجوی مقالات مرتبط با کلیدواژه "traditional service quality" در نشریات گروه "مدیریت"

This study aims at the effect of traditional service quality and electronic service quality on the competitiveness of Saderat banks in the city of Khorramabad. In terms of purpose, the research is an applied one, and, in terms of method, it is of a descriptive causal type. The study population consisted of Saderat bank customers selected in a sample of 384 people. The data collection instrument was a questionnaire whose content validity and reliability was confirmed by Cronbach's alpha. In this study, to investigate and test the hypotheses, the data was analyzed using the SPSS software. The results showed that the quality of traditional and electronic services has a significant positive impact on competitiveness. Of these two types of services, electronic services proved to have a significantly greater impact than traditional services on the competitiveness of Saderat banks. On the other hand, it was found that the reliability of traditional service quality, components privacy, and quality of service more significantly and positively impact competitiveness of the banks, as compared to other dimensions. Thus, according to the results, it is necessary to pay special attention to the quality of electronic services.

Electronic banking is among the major electronic services in electronic commerce، but the lack of appropriate tool for measurement of customer satisfaction in banking industry has diminished the speed of electronic banking development. This study aims at investigating the factors affecting the customer satisfaction in traditional and electronic banking industry in order to determine the factors which lead to the customer satisfaction. Therefore، the factors، namely، the traditional service quality with six dimensions، the electronic service quality with three dimensions، customer satisfaction، loyalty and trust are extracted according to the literature review، and the structural equation modeling is implemented on this basis. The statistical population of research consists of customers in one of the private banks and 242 subjects are selected as the samples. The data analysis is performed by partial least squares-structural equation modeling technique (PLS-SEM) using Smart PLS software. The data analysis results indicate that one dimension of electronic service quality including the telephone banking quality affect the customer satisfaction and two dimensions of traditional service quality including the complaint management and tangibility also have impact on the customer satisfaction. Moreover، the impact of customer satisfaction on the customer trust and loyalty is approved in this study.

Service quality is known as competitive advantage, as the environment of banking moves toward more challenges besides the diversity of banking services. Service quality would customer satisfaction directly. Organization awareness of the organization image on their customer mind discloses the strength and weakness of the organization. It also enables the organization to adopt contingency strategies for performance improvement. The aim of this paper is defining the critical attributes and key variables affecting traditional and electronic banking service quality, how these services are assessed from the customer point of view and how this assessing is affected their perceptions of overall service quality and satisfaction. So a questionnaire with 53 questions, among 384 customers of three private barnds like Parsian, Pasargad and Eghtesad e Novin bank in 22 sector of Tehran was distributed and filled. Datas are analyzed by structural equations modelling and LISREL 8.7 software, then hypothesises are tested. The results showed that the experience of using e-services and customer perceptions of these services had positive influence on their perceptions of electronic services quality and perceived electronic services quality had positive effect on preference towards traditional services. Also perceptions of traditional and e-service quality had direct positive influence on perceived overall service quality. Furthermore, according to statistic analyses perceived IT-based services quality had more effect on customer satisfaction than traditional services.