Considering of Electronic Service Quality on Satisfaction and Loyalty by Bank by Structural Equation Modeling Technique (SEM)

Ahmad Ali ABOLFAZLI, Shahnaz NAYEBZADEH, Adeleh Samiei ZAFARGHAND, Mohammad Ali YADEGARIAN
1.629 498

Abstract


Amin goal of this research was electronic services quality on satisfaction and loyalty clients in Parsian Bank branches in Yazd. We use electronic services quality as independent variable and 6 characteristic: efficiency, service recurrence, accessibility, protection and securities, and satisfaction and loyalty clients as dependent variable. Sampling method was simple complete random. Static society of clients was in Parsian Bank branches and it was infinite. We determined sample content through Cookran formula as 113 people. The aim of this research is functional and research method is descriptive-survey data variables was made by quatation questionnaire ChunlinLiu, Tianxiang Sheng (2010) collect reliability and stability (alpha Kronbakh= 0.973). The collecting data were analyzed through SPSS and LIIZREL software by using Pearson test, Khido (Kaydo) test, multiple regression (December, 2010). The result show electronic service qualities presented by the bank has positive and significant effect on satisfaction and loyalty.


Keywords


Electronic services quality, clients satisfaction, clients loyalty, efficiency, service secure, accessibility

Full Text:

PDF


References


Abolghasemi, N. (2009). Quality Assurance, Tadbir Journal, Vol 218.

Ahmad Jamal, Kamal Naser, Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail ranking "International Journal of rank marketing", Vol. 20, No. 4, 2002, pp. 146-160.

Adopted from: Bronwyn, Higgs; Michael, Jag, Polonsky; Mary, Hollicks. Measuring expectations: forecast Vs. Jdeal expectations. Does it really matter? Journal of retailing and consumer services, 12, 2005, 49-64.

Adopted from: Parasuraman, A., Zeithmal, V. A. & Berry, L. L. (1985). A conceptual Model of service quality and its implications for future research. Journal ofmarkting, 49 (Fall) 41- 50.

Ali, N. (2009). History and Background of Quality, Internal Newsletter Of The Association Of Industrial Engineering, Iran, Vol 81.

Antreas D. Athanassopoulos, Another look into the agenda of customer satisfaction: focusing on service providers' own and perceived viewpoints, International journal of bank marketing, Volume 15, Number 7, 1997, pp. 264-278, MCB University Press.

Allerd. A. T. and H. Lon, Addams 2000, "Service quality at banks and credit unions: what do their customer say?" Journal of managing service quality, Vol. 10, No. 1, pp. 12-31.

A. Tanenbaum, "Computer Networks" third edition, prentice Hall PTR, 1996.

Chunlin Liu,Tianxiang Sheng2010: An empirical study on the effect of e-service quality on online customer satisfaction and loyalty/ International Journal of Social Economics – Emerald/April,pp.273-283,2010.

Fecikova, I. (2004), "Anindex method for measurement of customer satisfaction", TQM Magazine, Vol. 16, No. 1, pp. 57-66.

Fornell, C., (1992), "A national customer satisfaction barometer: The Swedish experience", Journal of Marketing, 56, 6-21.

Graciela Villalobos, "Web-Application for the customer measurement "Thomas Wettstein, Faculty of Economic and Social sciences of the university of Fribourg, 2000.

Hayes, B. E. (1997), "Measuring customer satisfaction: survey Design, use, and statistical analysis methods", 2nd ed. ASQ Quality Press, Milwaukee, WI.

Hayes, Jenny and Predge, Frances, (1998), Managing customer service, Gower publishing, Hampshire.

Hsu, S. H, (2007) "Developing an index for online customer satisfaction: Adaptation of American customer satisfaction index", Expert systems with Applications, No. 707.

Imani, H. (2011). Thesis of master, Islamic Azad University, Borujerd, Iran.

International organization for standardization (2008), "Quality management systems requirements (ISO 9001)", Fourth edition, www.iso.org.

Josee Blomer, Kode Ruyter, Pascal Peeters; Investing drivers of bank loyalty: the complex relationship between image, service quality, satisfaction, 1998, p. 7.

Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik L. & Chan, J. (2001) "The evolution and future of national customer satisfaction index model", Journal of Economic Psychology, 22(2), 217-245.

Kavusi, M.R and Saghaei, A. (2005). Methods of Measuring Customer satisfaction, Vol. 1.

Kimasi, S.J. (2006). Quality Management Services, Vol 1.

Parasuraman Valarie A. Zeitham L, and Leonard L. Berry 1991, "Refinement and Reassessment of the SERVQUAL Scale", Journal of Retailing, 67, 240-250.

Pizam, A., Ellist, T. (1999), "Customer satisfaction and its measurement in hospitality enterprises", International journal of contemporary hospitality management 11/7, pp. 326- 339.

R. Comerford "State of the Internet: Roundtable 4.0" IEEE spectrum Oct. 1998.

Reichheld, F. (1996), "The loyalty effect: The hidden force behind growth, profits, and lasting value, Bain & Company, Inc", Harvard business school Press, Boston.

Source: G. Mihelis And et al, Customer satisfaction measurement in the private bank sector, European Journal of Operational Research, 130, 2001, p. 352.

Tajadini, K. (2007). Quality Assurance, Monthly Tadbir, Vol. 186.

Terrence Levesque and Gordon H. G. McDougall, Peterminants of customer satisfaction in retail banking, International journal of Bank Marketing, Vol. 14, No. 7, 1996, MCB University Press.

Tina Harrison Financial service marketing first edition, England, Prentice hall, 2000, pp. 242-9.

Tizhush, A. (2009). Thesis of master, Islamic Azad University, Borujerd, Iran

X. Xiao and L. Ni "Internet QOS: A Big Picture" IEEE Network magazine, March/April, pp. 8-18, 1999.

Yang, L. (2002). Thesis of P.hd New Mexico State University