Peiman Ghaffari Ashtiani; Mohammad Asgari Novin
Volume 5, Issue 3 , July 2016, , Pages 234-249
Abstract
Appearance of communication revolution and emergence of such phenomena as electronic data exchange, electronic commerce and electronic money exchange resulting from exploiting tools of communication revolution in inter-organizational transactions in supply chain, prepare new grounds for economic activities ...
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Appearance of communication revolution and emergence of such phenomena as electronic data exchange, electronic commerce and electronic money exchange resulting from exploiting tools of communication revolution in inter-organizational transactions in supply chain, prepare new grounds for economic activities of commercial and non-commercial entities. Also in service market, increasing competition led to necessity of employing new channels for providing services. Present research tried to address the effect of perceived service quality on customers’ satisfaction, trust and loyalty using SERVQUAL model. To this end, after an introduction to general framework of the study, initially data were collected through library and field methods using descriptive-field methodology. Field data were gathered using a questionnaire with 28 items distributed to statistical population. Statistical population comprised all customers of Saderat Bank of Arak city. Completed questionnaires were analyzed using t-student statistic and LISREL software. Data analysis showed that website ease of use, website design and also customization of website had direct positive effect on satisfaction of bank customers.
Saeideh Miri Kandary; Sadegh Bafandeh Iman Doust
Volume 3, Issue 3 , July 2014, , Pages 167-174
Abstract
The present study investigated the effects of quality e-insurance on trust and customer satisfaction derived from the model of Kun Chang Lee, Namho Chung (2009) in Iran insured of Khorasan Razavi. In this study, the methodologies of descriptive-correlational and cross-sectional survey were employed. ...
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The present study investigated the effects of quality e-insurance on trust and customer satisfaction derived from the model of Kun Chang Lee, Namho Chung (2009) in Iran insured of Khorasan Razavi. In this study, the methodologies of descriptive-correlational and cross-sectional survey were employed. The population studied included all eligible individuals use of electronic insurance in Khorasan, using simple random sampling were available, 210 were selected as sample. For data analysis, the descriptive statistics to examine the demographic characteristics of society were applied and data normality was checked and the last Effect of variables and hypotheses testing, multivariate regression test T_Value and P use will. At all stages of data analysis, software SPSS/18 was applied. The results showed that system quality, information quality and design quality have a direct significant relationship to trust and customer satisfaction of Iran Electronic Insurance.
