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international journal of business management
Volume 4, 2019, Issue 2
Investigating the Effect of Electronic Services` Qualities on the Use of Electronic Banking through the Intermediation of Customer Satisfaction and Customer Attitude
Mona Bakhtiari Shahmirzadi, Soheila Sardar
Pages: 97-112


The purpose of this research was to examine the effect of electronic services` qualities on the use of electronic banking through the mediating role of customer satisfaction and customer attitude. This research was practical regarding its purpose. It has used survey method for data collection purposes. All customers of Mellat Bank were selected from district 3 branches of Tehran. Due to the large number of people in the population, the statistical society was unlimited. Therefore, simple random sampling method with unspecified sample size was used for sampling. Cochran's formula was used to determine the sample size.According to Cochran's formula, the sample size was 384 people. In addition, the researcher used 10 organizational and academic experts to confirm the validity of the questionnaire.Collected data from questionnaires were analyzed using structural equation technique in LISREL software.The results of the research's hypotheses showed that the quality of electronic services was effected by the customer's attitude, customer satisfaction and the use of electronic banking services.In addition, the positive effect of customer attitude and customer satisfaction on the use of electronic banking services was confirmed. Finally, the role of the mediator of customer satisfaction and attitude on the impact of the electronic services` quality on the use of electronic banking services was verified.

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international journal of business management
Issue 1, Volume 5, 2020