Investigating the Effect of Electronic Banking Systems on Customer Satisfaction in Tehran

ABSTRACT Electronic business, electronic commerce and electronic banking, which were established in the mid-1990s, have changed individuals' attitude toward organizations and have created a major change in different aspects of human life and organizational performance. Recently, Iranian banks, in an attempt to attract customers and increase their satisfaction to sustain their productivity and efficiency, have taken several steps in the field of electronic services. The purpose of this study is to explore the degree of customer satisfaction of e-banking services as well as the factors influencing their satisfaction. The population of the study consisted of all clients who referred to Tehran banks. 384 questionnaires were randomly distributed among customers of various branches of banks in the city. Based on the findings of this study, the highest degree of correlation was between the positive experience of electronic banking services and their satisfaction of electronic banking services with the correlation coefficient of 0.777at the significance level of 0.01. In addition, there is a significant positive relationship between income level, service provided by personnel and education level with the dependent variable