The Impact of Electronic Banking on the Reduction of New Customers’ Cost in Sirjan City Banks

Abstract

The present study examined the impact of electronic banking on reducing the cost of new customers in Sirjan city banks. E-banking components in this research include: internet banking, mobile banking, telephone banking, point-of-sale (POS) terminals, automated teller machines (ATMs), and self-service kiosks. The statistical sample size includes 384 subjects who were determined from the active population of Sirjan city. Given that the study population was selected from different occupational groups and there was incongruity between the groups, multi-stage cluster sampling method has been used. Therefore, first, the population in different occupational classes is separated, then simple random sampling method was applied to determine the sample number in each class. To collect data in this research, was used. The questionnaire validity and reliability were obtained respectively, 0.91 and 0.79. In order to describe and analyze the collected data, spss software was used. Statistical analysis results showed that overall e-banking leads to an increase in customer attraction towards a commercial bank. Each of the components of electronic banking has a significant impact on attracting new customers in the bank. At the end, some recommendations have been presented for banks staff and managers to make an applied use of the research results. Keywords: Electronic Banking, Customer, Cost