Designing the impact pattern of electronic service quality through perceived value and electronic trust on customers' electronic commitment (case study of customers of different branches of Mellat bank in Shiraz)

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-19 DOI:10.1504/ijecrm.2015.074191

Z. Saneian, M. Seify, A. Joukar

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引用次数: 0

Abstract

The aim of the present study is to investigate and design the impact pattern of electronic service through perceived value and the customers' trust in the banking industry. The research sample population consists of all the customers of different branches of Mellat Bank in Shiraz, Iran. According to the analysis of structural equations, out of this sample population, 383 customers of different branches of the Bank were randomly selected. Its validity was accepted and its reliability was approved through Cronbach's Alpha with the value of 0.92. In order to conduct a research data analysis, structural equation modelling technique was applied through software Amos20. The results indicated that electronic service quality and its aspects have a positive and significant effect on the perceived value but a negative effect on electronic trust and also electronic trust has a positive effect on electronic commitment while, perceived value has a negative effect on electronic commitment.

查看原文本刊更多论文

通过感知价值和电子信任设计电子服务质量对客户电子承诺的影响模式(以设拉子Mellat银行不同分行客户为例)

摘要本研究旨在探讨与设计银行业电子服务透过感知价值与顾客信任的影响模式。研究样本人口由伊朗设拉子Mellat银行不同分支机构的所有客户组成。根据结构方程分析，从样本人群中随机抽取383名银行不同分行的客户。通过Cronbach's Alpha检验其效度，信度为0.92。为了进行研究数据分析，通过Amos20软件应用结构方程建模技术。结果表明，电子服务质量及其各方面对电子承诺的感知价值有显著的正向影响，对电子信任有负向影响;电子信任对电子承诺有正向影响，而感知价值对电子承诺有负向影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling