Performance Management and its Relationship with Service Quality in Electronic Banking

11 Pages Posted: 12 Dec 2010 Last revised: 10 Aug 2014

Mahmud Hematfar

Islamic Azad University, Borujerd Branch, Iran

Mohsen Khotanlu

Islamic Azad University (IAU) - Hamedan Branch

Ali Reza Nosrati

Islamic Azad University (IAU)

Date Written: December 7, 2010

Abstract

This study had been performed to analyzing relationship between performance management and service quality because of develop the E-banks service quality by means of improve specific sides of the performance management. In this method was used for analyzing the performance management and the SYSTRA-SQ scale were used for assessing the service quality at there. In order to relationship studying between performance management and service quality, all of the corresponding relations between them. Specially, the research results demonstrate that it is meaningful relationship between the organizational action orientation dimension and the total service quality at the E-bank. Therefore, utilization of this research is developing the E-bank service quality by means of concentrating on a few important and effective factors rather than considering multiple factors with low effect. The aim of this article is to find success factors in risk management of information systems outsourcing in commercial banks using these factors leads to increase the success rate of risk management of information systems outsourcing projects. Information and Communication Technologies (ICT) have offered innovative and cost effective advertising tools for managers. One of such technologies is mobile phone which has enabled a novel marketing channel for companies to directly reach their customers.

Keywords: Performance Management, Service Quality, Electronic Banking Relationship

Suggested Citation

Hematfar, Mahmud and Khotanlu, Mohsen and Nosrati, Ali Reza, Performance Management and its Relationship with Service Quality in Electronic Banking (December 7, 2010). Available at SSRN: https://ssrn.com/abstract=1721681 or http://dx.doi.org/10.2139/ssrn.1721681

Mahmud Hematfar

Islamic Azad University, Borujerd Branch, Iran ( email )

Hamedan, Iran
Brojerd, Isfahan 0098812
Iran

Mohsen Khotanlu

Islamic Azad University (IAU) - Hamedan Branch ( email )

Hamedan
Iran

Ali Reza Nosrati (Contact Author)

Islamic Azad University (IAU) ( email )

hamedan
hamedan
hamedan, ID hamedan 461-15655
Iran
08112515160 (Phone)
08124526577 (Fax)

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