Preparing a model for measuring satisfaction of electronic services in Mellat Bank

Abstract

User satisfaction is a crucial factor for continuous use of e-government services and the success or failure of e-government projects. What are the main challenges for users, which factors measure and influences their satisfaction? The purpose of this paper is to prepare a model for measuring user's satisfaction of electronic services in Mellat bank. 9 variables were adjusted according to a survey (trust, knowledge of service, security, accessibility, ease of use, usefulness, quality public services and attitude toward the website), the questionnaire questions were 27 that were distributed by handing and online. The statistic societies of the research are the people who use the mellat bank services online. For testing the prepared hypothesis's path analysis software by SMART, PLS was used.Data were collected from 482 users and by analyzing the results all ease of use with the path efficient 0.68 and social awareness with the path efficient 0.15 had the maximum and minimum influence. The reliability of the questionnaire was 0.94 that showed the reliability of the questionnaire.

Keywords

• online buying
• mellat bank
• the electronic satisfaction measurement
• the satisfaction from online services