بررسی رابطه استفاده از روش‌های جدید خدمات بانکی با رضایت‌مندی مشتریان عزیزی بانک در ولایت بادغیس

Abstract

Abstract

This study was conducted with the aim of examining the relationship between the use of modern banking services and customer satisfaction of Azizi Bank in Badghis Province during the year 1403. In terms of purpose, the research is applied, and in terms of nature, it is descriptive–correlational. The statistical population consisted of Azizi Bank customers in Badghis Province, from which 68 individuals were selected using a convenience sampling method. Data were collected through a researcher-made questionnaire, and the reliability of the instrument was confirmed using Cronbach’s alpha coefficient (0.78). To test the hypotheses, multiple regression analysis was employed to examine the effect of three independent variables—mobile banking, automated teller machines (ATMs), and electronic banking—on customer satisfaction. The results indicated that the overall regression model is significant (R² = 0.754, F = 65.269, p < 0.001), and 75.4% of the variance in customer satisfaction is explained by these three independent variables. Furthermore, the findings showed that the use of mobile banking, ATMs, and electronic banking all have a positive and significant relationship with customer satisfaction, with ATMs having the greatest impact. Overall, the targeted use of modern banking services, especially ATMs and mobile banking, plays an important role in enhancing customer satisfaction at Azizi Bank.

Keywords: Electronic banking, customer satisfaction, mobile banking, ATM, online banking services​