چکیده:
The increasing growth and development of communications technology has created
a major change indifferent aspects of human life and organizational performance.
New technologies have changed function and attitudes of individuals and
organizations and have become an important aspect in creating new jobs and
innovation in organizations. Development of new phenomena such as electronic
business, electronic. commerce and electronic banking has changed individuals’
attitude toward organizations. All organizations look to attract customers and
increase their satisfaction to sustain their productivity and efficiency. This issue is
particularly important for the banks. New methods in providing banking services is
one of the most important factors in creating competitive advantage for banks and
attracting customers and satisfying them. Nowadays, Iranian banks have taken
several steps in the field of electronic services. The main objective of this study is
to investigate the degree of customer satisfaction of e-banking services as well as
the factors influencing customer satisfaction. The population of the study consisted
of all clients who referred to Isfahan banks. Since there is no definite statistics of
individuals’ presence in the banks, specific estimate of the total population cannot
be provided and the questionnaires were randomly distributed among 200
customers of various branches of banks in the city. Based on the findings of this
study, the highest degree of correlation was between the positive experience of
electronic banking services and their satisfaction ot electronic banking services
with the correlation coefficient of 0.777 at the significance level of 0.000. In
addition, there is a significant positive relationship between income level, service
provided by personnel and education level with the dependent variable.