Customer satisfaction with the quality of e-services: a comparative analysis between public and private banks in isfahan in 2014

The present study aims to investigate the customer satisfaction of electronic services between public and private banks in Isfahan. Survey methods and tools for data collection, were questionnaires based on the model of service quality (SERVQUAL) that is adjusted according to the research topic. Questionnaire validity was confirmed by experts. The statistical population consisted of public and private bank clients in 2014 in the city of Isfahan who was studied by probability sampling by Cochran's formula to be calculated as 800. The main hypothesis testing showed that there is a difference between customer satisfaction with the quality of e-banking services in the public and private banks. Minor hypothesis testing also demonstrated a significant difference between customer satisfaction from physical and quality response for e services in private and public banks as well as a lack of significant difference between customer satisfaction from the aspect of insurance and service quality guarantee in private and public banks.