Investigating the Relationship Between Electronic Service Quality Dimensions with Respect to the Role of Trust and Satisfaction on Customer Loyalty in Ansar Bank branches in South Khorasan Province

The rapid development of information and communication technologies in today's business activities is considered the most important long-term trend in global trade. According to the available evidence, the quality of services provided through websites is an essential strategy for banking success, and in order to provide excellent quality services to customers, managers of these websites must first understand how customers perceive and evaluate the online services provided to them. The present study is among the applied studies that empirically examines the relationship between some dimensions of e-banking service quality with regard to the role of trust and satisfaction on customer loyalty. The research method is correlational and the statistical population of the study was selected using cluster sampling method and included 200 customers of Ansar Bank branches in South Khorasan who benefit from e-banking services. In order to collect data, a validated electronic service quality questionnaire was used and the collected data was analyzed using SPSS software. The findings indicate a positive and significant relationship between the dimensions of electronic service quality and electronic banking, with respect to the role of trust and satisfaction components on customer loyalty.