Customer satisfaction factors (CSFs) with online banking services in an Islamic country

Purpose - This paper seeks to investigate the key factors underlying customer satisfaction with electronic banking services in an Islamic country, Iran.Design methodology approach - The authors validate a measurement model for customer satisfaction evaluation in e-banking service quality based on di...

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Bibliographic Details
Published in:Journal of Islamic marketing 2010-09, Vol.1 (3), p.249-267
Main Authors: Sadeghi, Tooraj, Heidarzadeh Hanzaee, Kambiz
Format: Article
Language:English
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Summary:Purpose - This paper seeks to investigate the key factors underlying customer satisfaction with electronic banking services in an Islamic country, Iran.Design methodology approach - The authors validate a measurement model for customer satisfaction evaluation in e-banking service quality based on different service quality models and theories such as technology acceptance model, theory of reasoned action and theory of planned behavior.Findings - The paper provides a model of seven factors on the following dimensions: convenience, accessibility, accuracy, security, usefulness, bank image, and web site design. Some of these factors illustrate a significant statistical difference between males and females.Originality value - These dimensions are determinants of customer's quality perception in e-banking services and this paper presents new directions in service quality research and offers new directions to researchers and managers in providing service quality improvement.
ISSN:1759-0833
DOI:10.1108/17590831011082428