Quality of Electronic Financial Services and The Electronic Loyalty of Customers Banks

Abstract

The level of use of electronic technologies in organizations is increasing widely, and in the meantime, banks are some of the leading organizations in this field. The competition in providing electronic financial services has reached the scientific quality index of electronic financial services. This research was conducted with the aim of determining the effect of the quality of electronic financial services on the electronic loyalty of housing bank customers. The target community was all customers of electronic financial services of branches of Bank Maskan Iran. The statistical sample was evaluated in a multi-stage stratified manner. Mujiya et al.'s (2017) financial service quality questionnaires, and Durmu? et al.'s (2013) electronic customer loyalty questionnaires were used. The results showed that overall, the quality of electronic financial services has a significant effect of 26.5% on the electronic loyalty of Maskan Bank customers. Based on the results of this research and its confirmation in other researches, it should be acknowledged that the quality of electronic financial services has an undeniable effect on the electronic loyalty of Bank Maskan customers.