Identify and Rank the Factors Affecting Customer Satisfaction of E-Banking Services Using Mixed Method
In the qualitative focus groups comprised of experts in the banking industry and academia with bank customers to identify the indicators used. And indicators extracted through cluster sampling among 708 bank customers in the form of questionnaires were distributed in Tehran, Using exploratory factor analysis of the five factors of usability, efficiency, security, and web site image is extracted. Also used the Friedman tests to rank the components are zero sums paid by the customer.
Key words: Electronic banking; Usability; Efficiency; Security; Image; Website
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