文章基本信息

标题：The Studying Quality of Electronic Services in the Improvement of Customer Relationship(Case Study: Melli Bank of Khorasan Razavi)
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作者：Mohammad Tashrifi ; Zohreh Davarzani
期刊名称：International Journal of Hybrid Information Technology
印刷版ISSN：1738-9968
出版年度：2016
卷号：9
期号：4
页码：351-358
DOI：10.14257/ijhit.2016.9.4.29
出版社：SERSC
摘要：Today, with the globalization and the competitive element, there are great developments in commerce and banking management. Therefore traditional methods change to the modern ones. Undoubtedly innovative organizations need to be equipped with the advanced information technology and administrative skills. This paper present the quality of electronic services in the improvement of customer relationship in the branches of Khorasan Razavi Melli Bank. 150 questionnaires are distributed among the customers that use electronic services. Data is analyzed by correlation coefficient, regression and SPSS. Results indicate the effect of electronic services on the customer satisfaction, reduction of customer costs and increase security for customers of Melli Bank. At the end some ideas recommend to these branches.
关键词：quality of electronic services; customer satisfaction; costs of customers; ; customer relationship management; Security