Testing the relationship between service quality, overall e-banking service quality and customer satisfaction

The present paper aims at explaining the relationship between some variables of service quality, overall quality of e-banking services and customer satisfaction in Bank Industry in Ahwaz city (Iran). This paper includes a quantitative survey and in general includes the development of a hypothesis testing tool. The data were analyzed by Lisrel software program using statistical path analysis. The results shows that there is a significant relationship between the quality of online service to the customer, the quality of online system, the quality of banking services products, overall quality of e-banking services and customer satisfaction.