چكيده به لاتين
The use of new technologies in the banking system is an indispensable necessity. So, a bank which is better at delivering optimal, full-time customer services, followed by profit making, would have the best operation.
The benefits of E-banking can also be seen in terms of cost saving, time saving and access to multiple channels for banking. Therefore, considering customer-centricity and the importance of profitability in banking operations, the purpose of this study is to investigate “The Effect of Electronic Banking Services on Financial Performance and Customer Satisfaction of Islamic Republic Banks of IRAN”.
The statistical society of this study consists of all Iranian banks in the first part and the statistical sample includes the information of Iranian banks in 2011-2017.
Given the diverse definitions of E-banking that includes all electronic payment tools, this study focuses on six important and effective electronic payment tools, including Automated Teller Machines (ATM), Points of sale (POS), online branches, swift branches, cards and pinpads. The panel data econometric model has been used to investigate the impact of different E-banking tools on the financial performance of banks which is measured through the Return Of Assets (ROA), Return On Equity (ROE), operating revenues, operating costs and net profit. The statistical sample in second part is also extracted by random sampling from customers of banks. A questionnaire was also used to measure customer satisfaction with E-banking services.
The results of the model estimation and interpretation of the results in the first section indicate that among the variables presented, only three variables ATM, card and online branch are significant and among these variables, only card has a positive effect on the ROA of banks.
The results of the analysis in second part also show that the most important parameter in customer satisfaction is E-banking services.
After that, the ease of using E-banking services comes second. Security and confidentiality of E-banking services, E-banking support, completeness and accuracy of E-banking services, and time and cost of E-banking services rank third, fourth, fifth and sixth, respectively.
