Authors : Roya Dashti and Shams Aldini
Abstract: The present research aims to evaluate the relationship between e-Services and customer’s commitment in financial services market with determination of mediation role of customer’s perceived value (case study: Tejarat bank-Shiraz). The research method is descriptive correlation in terms of data collection and the research is an applied study in terms of aim. The statistical population consists of customers at Tejarat bank-Shiraz. The sample size (384) was estimated via Morgan table and clustering sampling method was used to select sample group. Data collection tools include e-Services questionnaire (Mohammad Karim Nadem) with alpha coefficient (0.889), customer’s commitment questionnaire with alpha coefficient (0.712), perceived value questionnaire with alpha coefficient (0.839) at 5-point Likret scale(totally agree, agree, no idea, disagree and totally disagree). After confirmatory factor analysis, the research hypotheses were tested via suitable analyses; to test hypotheses, the relationship between variables has been examined using software SPSS and correlation coefficient test and partial correlation coefficient. The obtained results indicated that there is a positive significant relationship between e-Services and customer’s commitment in financial services market with determination of mediation role of customer’s perceived value.
Roya Dashti and Shams Aldini, 2017. Study on the Relationship Between e-Services and Customer’s Commitment in Financial Services Market with Determination of Mediation Role of Customer’s Perceived Value (Case Study: Tejarat Bank-Shiraz). International Business Management, 11: 821-825.