Surveying the Impact Quality of the Bank's electronic Services on Financial Performance (with the Emphasis on the Customer Satisfaction Model)

Abstract

Survival of any organization in today's competitive environment , is based on clients . Every organization and its customers' current and future needs are identified and satisfied by providing to meet those needs , and it continues to be applied in order to increase their satisfaction . Many organizations utmost sense of audience satisfaction and value creation institute in their strategic plans , mission statements and policy organizations are planning accordingly . The aim of this study was to investigate the impact of e-banking service quality, customer satisfaction and financial performance of banks. This investigation is inspired by the idea of Long-Linked Technology of James Thompson, in an environment of uncertainty factors (the research model). This study was to investigate the effect of customer perceived e-service quality on bank financial performance and to test the mediating role of customer satisfaction on customer perception of service quality of financial performance of e-banking. The results of the field study analyzing the effects of e- service quality and customer satisfaction on financial performance of public and private banks have been gathered . The outcome of the analysis showed that the quality of the electronic components of the ATM quality of service , phone banking , internet banking quality , has a positive impact on customer satisfaction . The results showed that the effect of customer satisfaction due to the quality of e-banking services has a mediating role on the overall financial performance . Key Words : e-banking, customer satisfaction, performance, management. Normal 0 14 false false false IT X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:Tabella normale; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:Calibri,sans-serif; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:Times New Roman; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:Times New Roman; mso-bidi-theme-font:minor-bidi;}