Authors : Mohammad Ghasemi and Nahid Sami Moghadam
Abstract: Bank as an institution in the service of society and of great sensitivity in relation to the elements of the above discussion is the area of customer satisfaction, since success of the institution depends on identifying customer requirements, internal recruitment and training of customer’s needs in terms of programs, implement and improve measures is earlier. Therefore, this research intends to study the gap between the expectations from and perceptions of customers of the quality of electronic services of Zahedan Saderat Banks. In other words, it aims at investigating the relationship between the expectations from and perceptions of customers of the quality of e-Services of Saderat Bank, Iran. Banks as organizations functioning for public welfare are responsible for equipping and distributing credits, credit operations, financial operations, buying and selling currency, transfer of money, collection of documents receivables, paying loans, trust fund and keeping stocks, bonds and valuable assets of the customers. Nowadays, banks can offer most of these services using electronic banking (e-Banking).
Mohammad Ghasemi and Nahid Sami Moghadam, 2016. The Reviews of Gap Between Customer Expectations and Perceptions of Electronic Service Quality Saderat Bank in Zahedan. International Business Management, 10: 2017-2022.