Identifying and Prioritizing indicators Affecting Internet Banking Quality
Today, improving the quality of services provided in the electronic banking system is of particular importance and forms the basis for business development. This research aims to identify and prioritize the components affecting the quality of Internet banking among customers of Kowsar Credit Institu...
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| Format: | Article |
| Language: | fas |
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Sharif University of Technology (Sharif Policy Research Institute)
2020-09-01
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| Series: | سیاست نامه علم و فناوری |
| Subjects: | |
| Online Access: | http://stpl.ristip.sharif.ir/article_21812_73bae194f903c3e27f3582fd74bf347e.pdf |
| _version_ | 1797845370827440128 |
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| author | Ghasem Zarei Reza Garjami Mina Jahandide Topraglu |
| author_facet | Ghasem Zarei Reza Garjami Mina Jahandide Topraglu |
| author_sort | Ghasem Zarei |
| collection | DOAJ |
| description | Today, improving the quality of services provided in the electronic banking system is of particular importance and forms the basis for business development. This research aims to identify and prioritize the components affecting the quality of Internet banking among customers of Kowsar Credit Institution. This study used a mixed-method research design, combining qualitative and quantitative approaches. At first, indicators influencing the quality of banking were obtained through 12 interviews with two classes of faculty members and elites and bank managers. In the second part, to give priority to the extracted indicators, 384 specialized questionnaires were completed by the statistical population, and the necessary data were collected. By applying statistical tests in SPSS software, the data were analyzed, and finally, the indicators were prioritized in terms of importance using the AHP method. The results showed that the indicators of introduction, functions, customer perceptions, physical evidence, and security significantly affect the efficiency of internet banking quality. Based on the values collected, security has the highest rate in Internet banking efficiency and is considered the most important factor. The components of customer perceptions, physical evidence, introduction, and functions situated in the next levels of priority. |
| first_indexed | 2024-04-09T17:37:58Z |
| format | Article |
| id | doaj.art-f3d93db946c34b988c8a79f45a24ca07 |
| institution | Directory Open Access Journal |
| issn | 2476-7220 2717-1973 |
| language | fas |
| last_indexed | 2024-04-09T17:37:58Z |
| publishDate | 2020-09-01 |
| publisher | Sharif University of Technology (Sharif Policy Research Institute) |
| record_format | Article |
| series | سیاست نامه علم و فناوری |
| spelling | doaj.art-f3d93db946c34b988c8a79f45a24ca072023-04-17T13:10:27ZfasSharif University of Technology (Sharif Policy Research Institute)سیاست نامه علم و فناوری2476-72202717-19732020-09-011037790Identifying and Prioritizing indicators Affecting Internet Banking QualityGhasem Zarei 0Reza Garjami1Mina Jahandide Topraglu2 Associate Professor, Department of Business Management, Mohaghegh Ardabili University Graduate Student Management, Islamic Azad University, Sarab BranchGraduate Student Management, Mohaghegh Ardabili UniversityToday, improving the quality of services provided in the electronic banking system is of particular importance and forms the basis for business development. This research aims to identify and prioritize the components affecting the quality of Internet banking among customers of Kowsar Credit Institution. This study used a mixed-method research design, combining qualitative and quantitative approaches. At first, indicators influencing the quality of banking were obtained through 12 interviews with two classes of faculty members and elites and bank managers. In the second part, to give priority to the extracted indicators, 384 specialized questionnaires were completed by the statistical population, and the necessary data were collected. By applying statistical tests in SPSS software, the data were analyzed, and finally, the indicators were prioritized in terms of importance using the AHP method. The results showed that the indicators of introduction, functions, customer perceptions, physical evidence, and security significantly affect the efficiency of internet banking quality. Based on the values collected, security has the highest rate in Internet banking efficiency and is considered the most important factor. The components of customer perceptions, physical evidence, introduction, and functions situated in the next levels of priority. http://stpl.ristip.sharif.ir/article_21812_73bae194f903c3e27f3582fd74bf347e.pdfservice qualityinternet bankingsecuritycustomer perceptionskowsar credit institution |
| spellingShingle | Ghasem Zarei Reza Garjami Mina Jahandide Topraglu Identifying and Prioritizing indicators Affecting Internet Banking Quality سیاست نامه علم و فناوری service quality internet banking security customer perceptions kowsar credit institution |
| title | Identifying and Prioritizing indicators Affecting Internet Banking Quality |
| title_full | Identifying and Prioritizing indicators Affecting Internet Banking Quality |
| title_fullStr | Identifying and Prioritizing indicators Affecting Internet Banking Quality |
| title_full_unstemmed | Identifying and Prioritizing indicators Affecting Internet Banking Quality |
| title_short | Identifying and Prioritizing indicators Affecting Internet Banking Quality |
| title_sort | identifying and prioritizing indicators affecting internet banking quality |
| topic | service quality internet banking security customer perceptions kowsar credit institution |
| url | http://stpl.ristip.sharif.ir/article_21812_73bae194f903c3e27f3582fd74bf347e.pdf |
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