Evaluating the quality of e-banking services in the Iranian banking network by using the Servqual model

Document Type : Research Paper


1 Information and communication technology, Improving the quality of banking services, Sarqual model

2 Senior Students, Computer Network, E-learning Insti- tute Faran Mehr Danesh, Tehran, Ira

3 Assistant Professor of Bank- ing Research Group of Banking and Monetary Af- fairs. Tehran, Iran

4 Assistant Professor of Banking Research Group of Banking and Monetary Affairs، Tehran, Ira


Today, the quality of services is an increasingly important factor in the success and survival of the banking sector. Therefore, the discovery of effective factors in the quality of services and the importance of each of these factors is very important from the point of view of customers due to the increasing intensity of competition. Modern com- merce requires appropriate tools and infrastructure for expanding economic processes. When we talk about the link between information technology and communication with affairs, the link between information and communi- cation technology and banking is one of the most concrete and obvious points that comes to mind. In this research, the relevant questions were studied, using the conceptu- al model presented by the correlation-survey method and the class random sampling method. In order to collect information using a questionnaire tool, we surveyed cli- ents of private banks in East of Tehran. The results of the hypothesis test showed that there is a significant correla- tion between the ease of use of banking services and the enhancement of interoperability as well as the reliability and security of information on the quality of banking ser- vices, that is, with the increase of these issues, the quality of e-services is also increased and effective in satisfaction of customers.