بررسی تاثیر بانکداری الکترونیک بر کیفیت خدمات ادراک‌شده و رضایت مشتریان در دوران همه‌گیری ویروس کووید 19

This research has investigated the impact of electronic banking on perceived service quality and customer satisfaction during the Covid-19 pandemic. The current research is descriptive of the correlation type in terms of practical purpose and data collection. The statistical population of this research was all the customers of Maskan Bank branches in Ardabil city in the second half of 1400 who had the experience of using the electronic services of this bank. 384 people were selected as a statistical sample by simple random sampling and based on Cochran’s unlimited population method. Using standard electronic banking questionnaires (with Cronbach’s alpha coefficient of 0.74), perceived service quality questionnaire (with Cronbach’s alpha coefficient of 0.76) and customer satisfaction questionnaire (with Cronbach’s alpha coefficient of 0.88), research information was collected. In this research, descriptive-inferential statistics methods have been used for data analysis. At the level of descriptive analysis, demographic data was analyzed and at the level of inferential analysis, using univariate regression test, the data was analyzed to confirm or reject the research hypotheses. The results obtained from this research showed that electronic banking predicts 27% of perceived service quality changes and 24% of customer satisfaction changes during the Covid-19 pandemic.

 Keywords: electronic banking, perceived service quality, customer satisfaction, Covid-19 virus