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Paper Information

Title: 

SURVEY E-SERVICE QUALITY (E-SQ) TO IMPROVE RELATIONSHIP BETWEEN CUSTOMER AND ORGANIZATION (CASE STUDY: CUSTOMERS OF VARIOUS DEPARTMENTS OF TEJARAT BANK FROM YAZD AND SHIRAZ)

Type: SPEECH
Author(s): ZARE AHMADABADI H.,HATAMINASAB S.H.,TALEIFAR R.
 
 
 
Name of Seminar: INTERNATIONAL CONFERENCE ON BANKING SERVICES MARKETING
Type of Seminar:  CONFERENCE
Sponsor: 
Date:  2009Volume 1
 
 
Abstract: 

Developing and growth of technologies in information and communication revolution way in two recent decades bringing that information management be as one of critical and important topics would heard from many managers and researchers in current age. Now, organizations and enterprises have perceived that maintaining of situation and, rational and effective development is impossible without using practical and scientific strategies and missions in information and communication management context. In this way and by attend on importance of electronic public relationship management (e-PRM), this paper practice on survey dimension of electronic services and its effect on organization and customer relationship improvement. Therefore, we used web-base service quality evaluation technique (WEBQUAL).
Because of e-banking importance and situation, and increasingly procedure of banks e-services in our country recently, selected customers of various departments of TEJARAT bank from YAZO and SHIRAZ County as a case. Sampling was done base on simple random classified method, and date collected by questionnaires. Results showed customers satisfaction in various dimensions of WEBQUAL at biographical specifications and electronically practical reasons.

 
Keyword(s): ELECTRONIC PUBLIC RELATIONSHIP (EPR), E-BANKING, E-SERVICES, WEBQUAL
 
 
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