مشخصات مقاله:
عنوان فارسی مقاله:
رضایت مشتری از خدمات بانکی: نقش سرویس های ابری ، امنیت ، یادگیری الکترونیکی و کیفیت خدمات
عنوان انگلیسی مقاله:
Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality
سال انتشار مقاله:
2021
کلمات کلیدی مقاله:
خدمات ابر، امنیت، آموزش الکترونیکی، کیفیت خدمات، رضایت مشتری
مناسب برای رشته های دانشگاهی زیر:
مدیریت
مناسب برای گرایش های دانشگاهی زیر:
بازاریابی، مدیریت منابع انسانی، مدیریت کسب و کار، مدیریت فناوری اطلاعات
وضعیت مقاله انگلیسی و ترجمه:
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فهرست مطالب:
Abstract
Keywords
1. Introduction
2. Theoretical background and research framework
2.1. Related work
2.2. Definitions of variables, conceptual model, and research hypotheses
3. Research method
3.1. Statistical population and sample size determination
3.2. method and tools of data collection
3.3. validity and reliability of research instruments
3.4. Data analysis methods
4. results
4.1. Descriptive statistics
4.2. Inferential statistics
4.2.1. R2 criterion and path coefficients test
4.2.2. T-Value
4.2.3. GOF criterion
4.3. Discussion and implications
5. Conclusion, limitations, and future work
Acknowledgement
References
قسمتی از مقاله انگلیسی:
1. Introduction
The rapid growth of information technology has made it possible for bank customers to be more connected to their bank accounts through the Internet and mobile. Although e-banking has several stages, the main point that separates e-banking is the available hardware, software, and financial information processing systems [1]. In other words, e-banking is the optimal combination of total bank activities through the utilization of modern information technology that provides all the services based on customers’ needs [2]. However, most experts’ concern is how to use hardware, software, and network technologies to integrate all activities and customer orientation. E-banking uses some tools like the electronic wallet, electronic check, electronic money, some types of cards including credit card, debit card, ATM, expense card (Automatic Teller Machine), and POS (Point Of Sale) system [3]. In addition, the hardware and software infrastructures, the legal and cultural infrastructures, customer relationship management systems, and human resource management are the requirements of e-banking. On the other hand, traditional banking is currently the most common way for banking transactions in most countries. A lot of money has been spent on the development of e-banking systems in many countries. However, reports illustrate that potential users do not utilize them despite their accessibility, which has raised concerns among banks. Therefore, it is required to identify factors that impact people’s tendency to use Internet banking services in improving marketing tactics [4]. Moreover, since users’ attitudes towards adopting new information technology have a fundamental influence on the success of information technology adoption [5], it is essential to recognize the factors that impact their viewpoints. With the rapid improvement of e-commerce, the Internet, and the financial and banking sectors, customers are encouraged to use online banking [6]. Therefore, developing and facilitating access to banking services and Customer Satisfaction (CS) is a significant achievement of the world’s new banking system [7]. Due to the continuation of banks’ economic cycle, financial institutions with the presence of customers, and the investment of people, there is a growing focus on the principle of customer-centricity in the use of electronic banking systems [8]. It is also significant to consider CS as the central bank marketing strategy. CS is the feeling and attitude of the subscriber towards the product or service [9]. In addition, CS is a response, which is evaluated by the company in the customer’s long-term behavior and is considered an essential tool in