Customer satisfaction factors (CSFs) with online banking services in an Islamic country : I.R. Iran

Purpose – This paper seeks to investigate the key factors underlying customer satisfaction with electronic banking services in an Islamic country, Iran. Design/methodology/approach – The authors validate a measurement model for customer satisfaction evaluation in e‐banking service quality based on different service quality models and theories such as technology acceptance model, theory of reasoned action and theory of planned behavior. Findings – The paper provides a model of seven factors on the following dimensions: convenience, accessibility, accuracy, security, usefulness, bank image, and web site design. Some of these factors illustrate a significant statistical difference between males and females. Originality/value – These dimensions are determinants of customer's quality perception in e‐banking services and this paper presents new directions in service quality research and offers new directions to researchers and managers in providing service quality improvement.