Examining the Effects of Electronic Banking on Customer Satisfaction (Case Study: Agricultural Bank of the City of Behbahan, Iran)

Abstract

The aim of the present research is to examine the effects of electronic banking on customer satisfaction of the Agricultural Bank in the city of Behbahan. The statistical population of the study is the customers of the Agricultural Bank of Behbahan. The present survey research has employed a field study approach. Questionnaires were used to collect data including demographic information of the participants (sex, education, and age). The questionnaire included 28 main questions which were designed to test the hypotheses of the study. Descriptive analysis was used in order to analyze the data related to the customers (sex, education and age); inferential statistics was implemented in order to analyze the data of this study by using the SPSS 19 software. The results revealed that electronic banking services of the Agricultural Bank from different channels such as ATMs, telephone banking, Internet and mobile banking meet the operational needs of the customers, which means that it has a positive linear relationship with customer satisfaction. Therefore, improving the capacity and quality of these services will directly increase customer satisfaction.