Advanced Search
MyIDEAS: Login

Determining the Effect of Electronic Services Quality on Electronic Satisfaction and Positive Word of Mouth (Case Study: Different Branches of Shiraz Mellat Bank Customers

Contents:

Author Info

  • Ali Sanayei

    (University of Isfahan)

  • Afsaneh Jokar

    ()
    (University of Isfahan)

Registered author(s):

    Abstract

    Electronic satisfaction and electronic services quality are regarded among main issues in globalizing electronic trade. Upon enterprising banking industry and products similarity, services quality is declared as competitive advantage and has a direct impact on customers' satisfaction. Services quality has a approximate connection with satisfaction in banking industry and product improvement increases customers' satisfaction probability which leads to behavioral result such as commitment, remaining desire, making a bilabiate link between service presenter and customer, increasing customers' tolerance toward fails in service presenting and positive advertisement about bank. This research objective is surveying the effect of services quality on electronic satisfaction and Positive Word of Mouth among Shiraz Mellat bank customers. For this purpose a questionnaire was designed and collected in Shiraz with 300 people sample mass among different branches of Shiraz bank that were available that time. And they were analyzed by structural equations modeling method and using Amos and SPSS software. Acquired results show that electronic services quality has positive effect on electronic satisfaction and electronic satisfaction has positive impact on word of mouth In addition electronic services quality has negative effect on word of mouth The results showed that electronic services quality has direct and positive effect on Word of Mouth directly.

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://hrmars.com/hrmars_papers/Article_11_Determining_the_Effect_of_Electronic_Services.pdf
    Download Restriction: no

    File URL: http://hrmars.com/hrmars_papers/Article_11_Determining_the_Effect_of_Electronic_Services.pdf
    Download Restriction: no

    Bibliographic Info

    Article provided by Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences in its journal International Journal of Academic Research in Accounting, Finance and Management Sciences.

    Volume (Year): 3 (2013)
    Issue (Month): 4 (October)
    Pages: 103-111

    as in new window
    Handle: RePEc:hur:ijaraf:v:3:y:2013:i:4:p:103-111

    Contact details of provider:
    Web page: http://hrmars.com/index.php/pages/detail/Accounting-Finance-Journal

    Related research

    Keywords: Electronic services quality; electronic satisfaction; Positive Word of Mouth;

    References

    No references listed on IDEAS
    You can help add them by filling out this form.

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:hur:ijaraf:v:3:y:2013:i:4:p:103-111. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Hassan Danial Aslam).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.