Abstract:
The aim of this study is to evaluate the effectiveness rate of the application of electronic banking (E-banking) on the satisfaction level of customers of Bank Tejarat (BT), Tehran’s Northwest branches. The methodology of this study is applied oriented and data collection method is descriptive in correlation type. Population of this study includes 384 people from customers of Bank Tejarat in Tehran’s Northwest region who are selected randomly and research data are collected by using the researcher-made questionnaire. Questionnaire validity was confirmed through content validity by using the viewpoints of a group of experts. The method of Cronbach's alpha was used to determine the validity and reliability of questionnaire answers that the coefficient of 0.949 was obtained. Results from this research indicated the confirmation of all the presented hypotheses.
Machine summary:
"While according to the results obtained from statistical tests, except the factor of accuracy, other factors namely speed, communication and informing, trust, flexibility, ease of use, security, cost, credibility, ease of access have a significant impact on improving the services quality of electronic banking and consequently customers satisfaction.
According to the research with the subject of "investigation and assessment of service quality and its relationship with customer satisfaction: case study: bank Tejarat" that was conducted in 2006 by Mrs. Feresgteh Tavakolli Jazi shows that there is a significant relationship between banking services quality and customer satisfaction, according to the results obtained from this research, the dimension of empathy has the most relationship with customers satisfaction, next effective variable on customer satisfaction is reliability from the customers’ perspective, next effective variable is response and the last effective variable on customer satisfaction is assurance.
According to the research with the subject of "measuring the satisfaction rate of final users of electronic banking services: study case: Banks of Parsian, Pasargad, Eghtesad-e Novin" that was conducted in 2010 by Mrs. Fatemeh Nikbakht, shows that banks can enhance the customers satisfaction through three main factors of content, ease of use, accuracy and precision.
As it can be seen this coefficient is positive and close to number +1, it means that it has direct relationship, and fee and costs of banking services has direct effect on customer satisfaction.
Conclusion Finally it should be said that the most important results that are obtained after exact review of literatures available in the researched field in the dimensions of internal and external as well as conducted, interview and implementation of researcher-made questionnaire can be categorized in following items: the rate of satisfaction from electronic banking services of Bank Tejarat is in well acceptable level."