نوع مقاله: علمی
نویسندگان
1 استاد گروه مدیریت صنعتی دانشگاه شهید بهشتی
2 دانشگاه شهید بهشتی
3 کارشناسی ارشد مدیریت صنعتی دانشگاه شهید بهشتی
چکیده
کلیدواژهها
موضوعات
عنوان مقاله [English]
نویسندگان [English]
Today, the importance of the electronic banking industry is growing, and most banks operate in a competitive and dynamic environment of the banking system. Under such conditions, banks will pursue a wide range of programs to ensure their survival, productivity and growth. In this research, we tried to provide indicators for measuring the quality of electronic services, and then determining the priority of indicators to improve the quality of services provided to customers, in order to enable banks to achieve the goals of increasing customer satisfaction and then profitability. The present study with Attention to goal, applied and method of research is descriptive-survey and is a branch of field research. The statistical population is also banking experts to develop indicators and customers for evaluation. In this study, 384 clients were also asked about the quality of existing services and desirable questions. In this regard, the Matrix of Importance-Performance Analysis was developed. A questionnaire was used to collect the data, its reliability was assessed using the Cronbach's alphabet and verbatim. Data analysis was carried out using structural equation method with partial least squares method and Smart Pls 2 software. The results show the positive and significant effect of the experts identified by exploratory factor analysis. Which ultimately focused on improving the focus of the security agent's performance analysis.
کلیدواژهها [English]
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