The Impact of E-service Quality on the Improvement of the Level of Communication with Customers of Bank Melli Branches in South Tehran Affairs Office

Abstract

The purpose of this research is to study the impact of electronic service quality on the improvement of the level of communication with customers in Bank Melli branches in South Tehran affairs office. It is a descriptive cross-sectional study and library and field methods were used for data collection. The statistical population of this study includes all the customers of Bank Melli branches in South Tehran and their number is unlimited. Random sampling method was also used. Hence, according to Cochran's theorem, the sample size is 384 individuals. A questionnaire was used for data collection, it is the collection of Zeithaml et al and its face validity is verified and its reliability through Cronbach's alpha is 75%. Finally, the results of this study show that there is a significant and positive relationship between the aspects of e-service quality (efficiency, system availability, commitment to the implementation of the system, privacy policy, response, and contact) and the level of communication with customers of Bank Melli branches in South Tehran.