کیفیت خدمات و الکترونیکی در صنعت بانکداری چابک

نوع مقاله : مقاله پژوهشی

نویسنده

استادیار مدیریت، دانشگاه بین المللی امام خمینی (ره)

10.29252/bar.9.17.81

چکیده

پژوهش حاضر از حیث نوع پژوهش، کاربردی است و از نظر گردآوری داده‌های مورد نیاز از نوع توصیفی_پیمایشی می‌باشد؛ که در دو بخش کیفی و کمی انجام شده است. هدف از انجام این تحقیق ارائه الگویی به منظور تبیین عوامل موثر بر کیفیت خدمات بانکی چابک می‌باشد. جامعه آماری در بخش کیفی شامل خبرگان دانشگاهی و صنعت بانکداری بوده و در بخش کمی نیز کلیه مشتریان شعب بانک ملی ایران در شهر قزوین می باشد. در این پژوهش به منظور اطمینان یافتن از پایایی پرسشنامه، از سه معیار ضرایب بارهای عاملی، ضریب آلفای کرونباخ و ضریب پایایی ترکیبی بهره گرفته شده است. همچنین به منظور بررسی رابطه بین متغیرهای تحقیق و تجزیه و تحلیل داده‌ها از روش حداقل مربعات جزئی و نرم افزار اسمارت پی ال اس استفاده شده است. نتایج بدست آمده از تحقیق حاکی از آن است که تمامی فرضیات تحقیق شامل تاثیر کیفیت رفتاری ارایه دهندگان خدمت، کیفیت خدمات دستگاه‌ها، کیفیت الکترونیکی خدمت، کیفیت مبادله‌ای خدمت و کیفیت سیستم خدماتی بر کیفیت خدمات بانکی چابک مورد تایید قرار گرفته‌اند.

کلیدواژه‌ها


عنوان مقاله [English]

Service Quality and Electronics in Agile Banking Industry

نویسنده [English]

  • Mohammad Mahdi Mozaffari
Assistant Professor, Department of Industrial Management, Imam Khomeini International University, Qazvin, Iran
چکیده [English]

This paper presents an applied study that is of a descriptive nature in terms of data collection. The study is conducted in two stages: qualitative and quantitative. It aims to provide a model to explain the factors affecting the quality of agile banking services. The target population in the qualitative stage consists of academic and banking industry experts. In the quantitative stage, the target population consists of the customers of the National Bank of Iran in the city of Qazvin. In this study, in order to assure the reliability of the measurement instruments, three criteria are used, including factor loadings, Cronbach's alpha and composite reliability. Also, in order to evaluate the relationship between the variables and their impacts on each other, the partial least squares method (PLS) and the smart-pls software are used. The results confirm all the research hypotheses including the effects of behavioral quality of service providers, quality of machine services, quality of electronic services, quality of transactional services and quality of service system on the quality of agile banking services.

کلیدواژه‌ها [English]

  • Quality of Services
  • Agility
  • Banking industry
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