文章基本信息

标题：THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER SATISFACTION
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作者：Jafar Hashemi ; Fatemeh Abbasi
期刊名称：Arabian Journal of Business and Management Review
电子版ISSN：2223-5833
出版年度：2017
卷号：6
期号：9
出版社：Sohar University, Oman and American University of Kuwait
摘要：This study aimed to investigate the effect of e - service quality on customer satisfaction with Mellat Bank of Khorramabad city. The e - service quality as an independent variable with four efficiency, service provision, ac cessibility, safety and security, and customer satisfaction as the dependent variable are examined. Sampling is random. The population of all branches of the bank's customers in the Khorramabad city. Their number is unlimited. Based on a sample size of 113 people was set up through Cochran formula. Applied research goals and methods - descriptive survey is. Data variables by questionnaire validity and reliability (Cronbach's alpha = 973/0), which was approved, was collected. Survey data collection software (SPSS) by Pearson test and multiple regressions were performed. Our results indicate that : electronic service quality has a significant positive impact on satisfaction
关键词：E ; - ; service qu ; ality; Customer satisfaction; Performance; Services; Access; P ; ro ; tection and ; information security