Pages: 73-80

Abstract

Providing electronic services is a kind of challenge for managers. Today, electronic services are a necessity for banks and customer satisfaction is inevitable for banks. The purpose of this paper was to investigate the effect of quality of electronic services on the satisfaction of customers in Melli Bank of Bandar Anzali. Electronic services are divided in to six dimensions: effectiveness, confidentiality, service compensation, responsiveness, completeness, and availability. The data were collected through a questionnaire and data analysis was performed using Pearson correlation. According to data analysis, all the hypotheses were confirmed.