Surveying the relationship between e-banking services customers’ receptions and expectations and their satisfaction and loyalty at Refah Bank in Ardebil

Abstract

The main purpose of this study is surveying the relationship between e-banking services customers' receptions and expectations and their satisfaction and loyalty at Refah Bank in Ardebil. This study is a correlation. The population of the study includes all e-customers of Refah banks in Ardabil City. The sample size of this research was set at 385 persons. We selected respondents according to simple random sampling. Data collection was done using the distributed questionnaire. Questionnaire reliability was estimated by calculating Cronbach's Alpha that is 0.937.In order to analyze the data resulted from collected questionnaires deductive and descriptive statistical methods are used, and to display some statistical data we used column diagram and in deductive level to test the hypothesis of the research we used Pearson Correlation coefficients. Findings show that There is a positive relationshipbetweene-banking services customers' receptions and expectations and their satisfaction and loyalty at Refah Bank in Ardebil.