Explanation and Evaluation of E-banking Service Quality, Satisfaction and Loyalty Model

Abstract

Customer satisfaction and loyalty is an integral part of the business, customer satisfaction and still remain faithful, re-buys and purchases from other customers are also invited to participate,In such circumstances, banks pay special attention to improve their e-service quality to increase customer satisfaction and loyalty to their brand of,In this regard, the present study aims to identify, describe and evaluate the main factors affecting electronic banking service quality on brand loyalty and customer satisfaction are the banks, Finally, the review of the relationship between these three variables, the solutions offered. This model is based on models of electronic service quality, brand loyalty and customer satisfaction. For this purpose, a questionnaire using SERVQUAL model of customer and taking advantage of the e-service quality variables were developes, In Tehran with a sample size of 200 customers a superior three branches of the Agricultural Bank were collected from a total of 191 questionnaires have been answered,And the method of linear regression analysis, correlation and Friedman test was used to analyze the data, The results indicate that more attention on improving the quality of e-services in the long term, lead to greater customer loyalty and satisfaction is important to make more profit bank and will better position …

Keywords

• e-service quality
• brand loyalty
• customer satisfaction
• electronic banking