Service Quality and Electronics in Agile Banking Industry

Abstract

This paper presents an applied study that is of a descriptive nature in terms of data collection. The study is conducted in two stages: qualitative and quantitative. It aims to provide a model to explain the factors affecting the quality of agile banking services. The target population in the qualitative stage consists of academic and banking industry experts. In the quantitative stage, the target population consists of the customers of the National Bank of Iran in the city of Qazvin. In this study, in order to assure the reliability of the measurement instruments, three criteria are used, including factor loadings, Cronbach's alpha and composite reliability. Also, in order to evaluate the relationship between the variables and their impacts on each other, the partial least squares method (PLS) and the smart-pls software are used. The results confirm all the research hypotheses including the effects of behavioral quality of service providers, quality of machine services, quality of electronic services, quality of transactional services and quality of service system on the quality of agile banking services.