gender differential paper IJCRB

ijcrb.webs.com
JUNE 2011
INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS VOL 3, NO 2
productivity has been brought for the banks [17]. However, all organizations and institutes
have not been similarly successful in applying e-commerce, so it is necessary to do some
studies to create a favorable policy implementation and using e-commerce and the growing
factors that facilitate it [9].
Due to increasing networking opportunities in the country and providing for admission of
the achievements of organizations in order to provide customer service, reviewing the key
factors that make effective electronic service delivery more desirable, is necessary. Such
studies are more essential and useful particularly for financial-service institutions, especially
the banks that have had considerable efforts in electronic and Internet services in recent
years. Therefore, the aim of this research is to present a model to predict the success rate of
offering this type of service by identifying the key factors affecting the successful offer of
Internet banking services.
2- Literature Review:
2-1- Electronic Services:
Electronic services were expressed with growth of the Internet. At the beginning, online
services reduced costs and caused the development of active institutions in this field.
Although the companies gained some profit by selling online, but challenges emerged due to
some weaknesses in the supply of this type of service and customer needs. Therefore, refocusing
on customer needs and demands and quality of online services, aimed at
strengthening customer relationships and service providers, became essential. During the past
few years online service providers have obtained considerable advantages by increase in
communication with their customers. Until the researchers found that offering the best
electronic services could be achieved through increase in communication with customer and
company and product development. Despite the growth of electronic services there have been
a few researches regarding the critical factors in providing optimal electronic services and the
held researches on the quality of electronic services is still in experimental phase; hence
evaluating the electronic service quality and judgment about preference and quality of
electronic services, presented by Consumers, must be considered more [11].
In general, electronic service is an interactive, Internet-based and customer oriented process
which is directed by the customer and gets integrated with customer-related processes and
supports information and communication technology with the aim to strengthen the relations
of customer and service provider [4].
2-2- Internet Banking:
Internet banking is a distribution channel of remote and virtual banking services [2].
Consumers can use the Internet to have access to the bank and their account information and
perform banking transactions. At the basic level, internet banking means creating a Web page
by a bank to provide information about products and services that are offered and at the
advanced level, it is referred to access to accounts, transfer funds and online buying products
or financial services [15].
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