Investigating the Importance of Electronic Services of Banks onCustomers Satisfaction based on Kano Model(case study of Mashhad city bank)

The benefit of banks like any other economical enterprise is in customers satisfaction. Banks have become able to offer new services to their customers trough development of information technology. In current article the definitions related to customer satisfaction and electronic banking are disscused first. The correlation between offering electronic banking services and the estent of customers satisfaction has been studied by conducting a field study and analyse of its results. Kano model was used to analyse the research results and understand the equation between two variables : electeronic banking and customer’s satisfaction. Mashhad city’s bank was considered as the case study. Results show that the electronic services of Saman bank are of functional needs of customers and it means that the correlation between their development and customers satisfaction is a direct linear relation

کلیدواژه ها:

internet ، electronic banking ، informationtechnology ، customer ، satisfaction ، Kano model