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Asian Journal of Research in Banking and Finance
Year : 2014, Volume : 4, Issue : 3
First page : ( 287) Last page : ( 297)
Online ISSN : 2249-7323.

Providing a Model to Assess Trends in the Use of Electronic Banking Services: A Case of Saderat and Parsian Banks in Tehran

Yousefkaraji Shohreha, Samizadeh Rezab

aDepartment of Economic and Management, Science and Research Branch, Islamic Azad University, Tehran, Iran

bAssisstant Professor, Engineering Faculty Alzahra University, Tehran, Iran

Online published on 27 March, 2014.

Abstract

In order to suggest new models for value creation in favor of customers, electronic services have provided unique opportunities for businesses. The quality of electronic services has a great influence on customers’ subjective judgment of service, and it plays an important role in their trust and confidence. Concerning the significance of attracting customers and make they trust toward electronic services, this article is intended to evaluate the tendency to use electronic services in Saderat and Parsian banks. Therefore by referring to pervious researches in this respect, the components and dimensions which were related to the degree of tendency to use electronic services were identified, and according to these variables a questionnaire which was based on 52 items was provided, and it was distributed among the customers who were simultaneously using the electronic services of both banks in Tehran. According to the findings of the research, there is a significant difference between the degree of tendency to use electronic services in Saderat and Parsian banks.

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Keywords

Evaluation, Electronic Services, Service Quality, Banking Industry, Trust.

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