How to cite this paper
Pourmohammad, H., Zandieh, M & Farsijani, H. (2016). The effect of quality of electronic banking services on agility of a bank.Management Science Letters , 6(7), 521-534.
Refrences
Abesi, S., Mohammadi, M., & Shafieepur, D. (2013). The role of Organizational agility capabilities in the successful performance of the national production. World of Sciences Journal, 3, 17-32.
Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2014). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.
Akbari, P., & Darabi, A. (2015). Factors affecting customer satisfaction, quality banking services to Iran, using the SERVQUAL model case study: Resalat bank of Kermanshah province. Advanced Social Humanities and Management, 1(4), 1-5.
Akhtar, A., & Zaheer, A. (2014). Service quality dimensions of Islamic banks: A scale development approach. Global Journal of Management And Business Research, 14(5), 11-20.
Alabar, T. T., & Abubakar, H. S. (2013). Impact Of Employee Empowerment on Servic e Quality-An Empirical Analysis of The Nigerian Banking Industry.British Journal of Marketing Studies, 1(4), 32-40.
Al-Ababneh, M. (2013). Service quality and its impact on tourist satisfaction. Interdisciplinary Journal of Contemporary Research in Business, 4(12), 164-177.
Aldlaigan, A. H., & Buttle, F. A. (2002). SYSTRA-SQ: a new measure of bank service quality. International Journal of Service Industry Management,13(4), 362-381.
Al-Hawari, M., Hartley, N., & Ward, T. (2005). Measuring banks’ automated service quality: a confirmatory factor analysis approach. Marketing bulletin,16(1), 1-19.
Aliyu, A. A., Rosmain, T., & Takala, J. (2014). Online banking and customer service delivery in Malaysia: data screening and preliminary findings.Procedia-Social and Behavioral Sciences, 129, 562-570.
Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209.
Amiri Aghdaie, S. F., & Faghani, F. (2012). Mobile banking service quality and customer satisfaction (application of SERVQUAL model). International Journal of Management and Business Research, 2(4), 351-361.
Amiruddin N. H. (2013). Price service quality and customer loyalty: A case of Air ASIA. South East Asia Journal of Contemporary Business, Economics and Law, 2(1), 34-40.
Aneesh, A., Dileeplal J., & Abraham M. (2014). An integrated fuzzy weighted SERVQUAL-QFD approach for service quality improvement. International Journal of Engineering Research, 3(12), 774-776.
Asgari, H., Baziar, N., & Maleki R. (2014). A study on relationship among organizational culture and organizational agility in Agri-bank at Khuzestan province. International Journal of Management and Humanity Sciences, 3(2), 1448-1458.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. international journal of bank marketing, 18(2), 84-91.
Beheshti Zavareh, F., Ariff, M. S. M., Jusoh, A., Zakuan, N., Bahari, A. Z., & Ashourian, M. (2012). E-service quality dimensions and their effects on e-customer satisfaction in internet banking services. Procedia-social and behavioral sciences, 40, 441-445.
Bhattacharya, D., Gulla, U., & Gupta, M. P. (2012). E-service quality model for Indian government portals: citizens' perspective. Journal of Enterprise Information Management, 25(3), 246-271.
Buell, R. W., Campbell, D., & Frei, F. X. (2014). How do customers respond to increased service quality competition?. Harvard Business School Accounting & Management Unit Working Paper, (11-084), 11-084.
Chamanifard, R., Nikpour, A., Chamanifard, S., & Nobarieidishe, S. (2015). Impact of organizational agility dimensions on employee's organizational commitment in foreign exchange offices of Tejarat Bank, Iran. European Online Journal of Natural and Social Sciences, 4(1), 199.
Cheserek L. K., Kimwolo A. K., & Cherop F., (2015). Effect of quality financial services on customer satisfaction by commercial banks in Kenya. International Journal of Humanities and Social Science, 5(7), 102-112.
Christopher, M. (2000). The agile supply chain: competing in volatile markets. Industrial Marketing Management, 29(1), 37-44.
Cudjoe A. G., Anim P. A., & Tetteh Nyanyofio J. G. N., (2015)., Service quality and customer satisfaction in the Ghanaian banking industry (A case of Ghana commercial bank), European Journal of Business and Management, 7(3), 123-140.
Dahari, Z., Abduh, M., & Fam, K. S. (2015). Measuring service quality in Islamic banking: Importance-performance analysis approach. Asian Journal of Business Research, 5(1), 15-28.
Dalvi M. R., Shekarchizadeh A. R., & Rajaei Baghsorkhi G. (2013). Investigating of organizational agility components (innovation speed, accountability, integrated information systems, flexible and multi-skilled employees and flexibility) on the organizational performance based on the satellite model (snowa company as a case study). Global Journal of Pure & Applied Science and Technology, 3(4), 1 – 14.
Debasish, S. S., & Sarma S. (2014). A service quality assessment of banks with special reference to state bank of India (SBI) and HDFC Bank. Information and Knowledge Management, 4(1), 126-133.
Dehaghi, A. K., Navabakhsh, M., & Ardestani, H. R. A. (2014). Study the effect of individual factors to implementing the agility strategy in Isfahan municipality. International Journal of Academic Research in Economics and Management Sciences, 3(1), 61.
Dove, R. (2014). Agile systems-engineering and agile-systems engineering. Insight: International Council on Systems Engineering, 17(2). 6-10.
Fendereski, A., Didehkhani, H., & Fendereski, A. (2014). The identification and ranking of key factors related to organizational agility using analytic hierarchical processing. International Journal of Basic Sciences & Applied Research, 3(7), 455-464.
Fick, G. R., & Ritchie, J. B. (1991). Measuring service quality in the travel and tourism industry. Journal of Travel Research, 30(2), 2-9.
Ghaffari Ashtiani, P., & Asgari Novin, M. (2013). Study of the effect of perceived service quality on customers’ satisfaction, trust and loyalty using Servqual model (case study of saderat bank website users). International Journal of Advanced Studies in Humanities and Social Science, 1(7), 826-840.
Gunarathne, U. (2014). Relationship between service quality and customer satisfaction in Sri Lankan hotel industry. International Journal of Scientific and Research Publications, 4(11), 1-7.
Guo, X., Duff, A., & Hair, M. (2008). Service quality measurement in the Chinese corporate banking market. International journal of bank marketing,26(5), 305-327.
Igaz, A. T., & Ali, A. .(2013). Measuring banks service attitude: An approach to employee and customer acuities. Journal Of Business And Management, 7(2), 60-66.
Ihtiyar, A., Ahmad, F. S., & Osman, M. H. M. (2014). An Integrated framework: Intercultural competence, service quality and customer satisfaction in grocery retailing. Procedia-Social and Behavioral Sciences,109, 492-496.
Ivanauskienė, N., & Volungėnaitė, J. (2014). Relations between service quality and customer loyalty: An empirical investigation of retail chain stores in emerging markets. American Journal of Social Science, 3(2), 113-120.
Jabnoun, N., & Hassan Al-Tamimi, H. A. (2003). Measuring perceived service quality at UAE commercial banks. International Journal of Quality & Reliability Management, 20(4), 458-472.
Jassbi, J., Pilevari, N., & Garmaki M. (2014). Role of time in agile supply chain. International Journal of Industrial Engineering & Production Research, 25(2), 115-124.
Jelcic, S. (2014). Managing service quality to gain competitive advantage in retail environment. TEM Journal, 3(2), 181-186.
Jugurnath, B., Nowbutsing, J., & Ramen, M. (2016). The banking sector in mauritius:
An assessment of service quality from customer perspective. Proceedings of the International Conference on Tourism, Hospitality and Marketing, (IC16Mauritius Conference) ISBN - 978-1-943579-19-8., Ebene-Mauritius, 21-23 January, 2016. Paper ID: M624., pp 1-22.
Karatepe, O. M., Yavas, U., & Babakus, E. (2005). Measuring service quality of banks: Scale development and validation. Journal of Retailing and Consumer Services, 12(5), 373-383.
Kariru, A. N., & Aloo, C. (2014). Customers perceptions and expectations of service quality in hotels in western tourism circuit, Kenya. Journal of Research in Hospitality, Tourism and Culture, 2(1), 1-12.
Kaur, N., & Kiran, R. (2015). E-banking service quality and customer loyalty: Changing dynamics of public, private and foreign bank consumers in India. Global Business & Management Research, 7(1), 74-92.
Kazemi, M., & Amini, A. (2013). Identify and ranking factors affecting bank maskan service quality using Kano model. Research Journal of Recent Sciences, 2(4), 11-19.
Landaran, S., Forghani, M. H., Hamidi, V., & Dehaghi, M. R. (2014). Studying the relationship between organizational learning & dimension of organizational agility: a case study-university of Isfahan. Journal of social issues & humanities, 2, 146-151.
Madadipouya, K. (2015). A review on the strategic use of it applications in achieving and sustaining competitive advantage. International Journal of Managing Public Sector Information and Communication Technologies. 6(2), 21-30.
Meymand, M. M., Vahdat, D., & Nazari, S. A. (2015). Review of the effect of enterprise systems on agility in the organization. Technical Journal of Engineering and Applied Sciences, 5(S), 243-252.
Mollazade, M., & Shahrokhi Dehkordi, M. S. (2015). Method to property the organizations based on their agility. Journal of Applied Environmental and Biological Sciences, 4(12S), 321-328.
Mosadeghrad A. M. (2014). Factors affecting medical service quality. Iranian Journal of Public Health, 43(2), 210-220.
Moon, Y. J. (2013). The tangibility and intangibility of e-service quality. International Journal of Smart Home, 7(5), 91-102.
Mozaffari Nejhad, M. (2015). Gaining competitive advantage by innovation in different aspects of providing customer service. Journal of Applied Environmental and Biological Sciences, 5(10S), 590-594.
Munir, M.M.M., & Rahman, M. (2015). E-banking service quality and customer satisfaction of a state owned schedule bank of Bangladesh. Journal of Internet Banking and Commerce, S2(9), 1-5.
Nikzat, P., Rezazadeh, B., & Khodaparasti, R. B. Linking the three dimensional Service quality model to customer satisfaction and Loyalty. International Journal of Management and Humanity Sciences, 3(12), 3819-3831.
Okoe, A. F., Adjei, J. S., & Osarenkhoe, A. (2013). Service quality in the banking sector in Ghana. International Journal of Marketing Studies, 5(2), 81-92.
van Oort, N. (2014). Incorporating service reliability in public transport design and performance requirements: International survey results and recommendations. Research in Transportation Economics, 48, 92-100.
Patidar, D. K., Sisodiya P. S., & Saxena P., (2014). Have another look on service quality in the tractor industry service. International Journal of Research in Aeronautical and Mechanical Engineering, 2(7), 58-68.
Pakdil, F., Kurtulmuşoğlu, F. B., & Yolu, E. (2014). Improving service quality in highway passenger transportation: a case study using quality function deployment. EJTIR, 14(4), 375-393.
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Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2014). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.
Akbari, P., & Darabi, A. (2015). Factors affecting customer satisfaction, quality banking services to Iran, using the SERVQUAL model case study: Resalat bank of Kermanshah province. Advanced Social Humanities and Management, 1(4), 1-5.
Akhtar, A., & Zaheer, A. (2014). Service quality dimensions of Islamic banks: A scale development approach. Global Journal of Management And Business Research, 14(5), 11-20.
Alabar, T. T., & Abubakar, H. S. (2013). Impact Of Employee Empowerment on Servic e Quality-An Empirical Analysis of The Nigerian Banking Industry.British Journal of Marketing Studies, 1(4), 32-40.
Al-Ababneh, M. (2013). Service quality and its impact on tourist satisfaction. Interdisciplinary Journal of Contemporary Research in Business, 4(12), 164-177.
Aldlaigan, A. H., & Buttle, F. A. (2002). SYSTRA-SQ: a new measure of bank service quality. International Journal of Service Industry Management,13(4), 362-381.
Al-Hawari, M., Hartley, N., & Ward, T. (2005). Measuring banks’ automated service quality: a confirmatory factor analysis approach. Marketing bulletin,16(1), 1-19.
Aliyu, A. A., Rosmain, T., & Takala, J. (2014). Online banking and customer service delivery in Malaysia: data screening and preliminary findings.Procedia-Social and Behavioral Sciences, 129, 562-570.
Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209.
Amiri Aghdaie, S. F., & Faghani, F. (2012). Mobile banking service quality and customer satisfaction (application of SERVQUAL model). International Journal of Management and Business Research, 2(4), 351-361.
Amiruddin N. H. (2013). Price service quality and customer loyalty: A case of Air ASIA. South East Asia Journal of Contemporary Business, Economics and Law, 2(1), 34-40.
Aneesh, A., Dileeplal J., & Abraham M. (2014). An integrated fuzzy weighted SERVQUAL-QFD approach for service quality improvement. International Journal of Engineering Research, 3(12), 774-776.
Asgari, H., Baziar, N., & Maleki R. (2014). A study on relationship among organizational culture and organizational agility in Agri-bank at Khuzestan province. International Journal of Management and Humanity Sciences, 3(2), 1448-1458.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. international journal of bank marketing, 18(2), 84-91.
Beheshti Zavareh, F., Ariff, M. S. M., Jusoh, A., Zakuan, N., Bahari, A. Z., & Ashourian, M. (2012). E-service quality dimensions and their effects on e-customer satisfaction in internet banking services. Procedia-social and behavioral sciences, 40, 441-445.
Bhattacharya, D., Gulla, U., & Gupta, M. P. (2012). E-service quality model for Indian government portals: citizens' perspective. Journal of Enterprise Information Management, 25(3), 246-271.
Buell, R. W., Campbell, D., & Frei, F. X. (2014). How do customers respond to increased service quality competition?. Harvard Business School Accounting & Management Unit Working Paper, (11-084), 11-084.
Chamanifard, R., Nikpour, A., Chamanifard, S., & Nobarieidishe, S. (2015). Impact of organizational agility dimensions on employee's organizational commitment in foreign exchange offices of Tejarat Bank, Iran. European Online Journal of Natural and Social Sciences, 4(1), 199.
Cheserek L. K., Kimwolo A. K., & Cherop F., (2015). Effect of quality financial services on customer satisfaction by commercial banks in Kenya. International Journal of Humanities and Social Science, 5(7), 102-112.
Christopher, M. (2000). The agile supply chain: competing in volatile markets. Industrial Marketing Management, 29(1), 37-44.
Cudjoe A. G., Anim P. A., & Tetteh Nyanyofio J. G. N., (2015)., Service quality and customer satisfaction in the Ghanaian banking industry (A case of Ghana commercial bank), European Journal of Business and Management, 7(3), 123-140.
Dahari, Z., Abduh, M., & Fam, K. S. (2015). Measuring service quality in Islamic banking: Importance-performance analysis approach. Asian Journal of Business Research, 5(1), 15-28.
Dalvi M. R., Shekarchizadeh A. R., & Rajaei Baghsorkhi G. (2013). Investigating of organizational agility components (innovation speed, accountability, integrated information systems, flexible and multi-skilled employees and flexibility) on the organizational performance based on the satellite model (snowa company as a case study). Global Journal of Pure & Applied Science and Technology, 3(4), 1 – 14.
Debasish, S. S., & Sarma S. (2014). A service quality assessment of banks with special reference to state bank of India (SBI) and HDFC Bank. Information and Knowledge Management, 4(1), 126-133.
Dehaghi, A. K., Navabakhsh, M., & Ardestani, H. R. A. (2014). Study the effect of individual factors to implementing the agility strategy in Isfahan municipality. International Journal of Academic Research in Economics and Management Sciences, 3(1), 61.
Dove, R. (2014). Agile systems-engineering and agile-systems engineering. Insight: International Council on Systems Engineering, 17(2). 6-10.
Fendereski, A., Didehkhani, H., & Fendereski, A. (2014). The identification and ranking of key factors related to organizational agility using analytic hierarchical processing. International Journal of Basic Sciences & Applied Research, 3(7), 455-464.
Fick, G. R., & Ritchie, J. B. (1991). Measuring service quality in the travel and tourism industry. Journal of Travel Research, 30(2), 2-9.
Ghaffari Ashtiani, P., & Asgari Novin, M. (2013). Study of the effect of perceived service quality on customers’ satisfaction, trust and loyalty using Servqual model (case study of saderat bank website users). International Journal of Advanced Studies in Humanities and Social Science, 1(7), 826-840.
Gunarathne, U. (2014). Relationship between service quality and customer satisfaction in Sri Lankan hotel industry. International Journal of Scientific and Research Publications, 4(11), 1-7.
Guo, X., Duff, A., & Hair, M. (2008). Service quality measurement in the Chinese corporate banking market. International journal of bank marketing,26(5), 305-327.
Igaz, A. T., & Ali, A. .(2013). Measuring banks service attitude: An approach to employee and customer acuities. Journal Of Business And Management, 7(2), 60-66.
Ihtiyar, A., Ahmad, F. S., & Osman, M. H. M. (2014). An Integrated framework: Intercultural competence, service quality and customer satisfaction in grocery retailing. Procedia-Social and Behavioral Sciences,109, 492-496.
Ivanauskienė, N., & Volungėnaitė, J. (2014). Relations between service quality and customer loyalty: An empirical investigation of retail chain stores in emerging markets. American Journal of Social Science, 3(2), 113-120.
Jabnoun, N., & Hassan Al-Tamimi, H. A. (2003). Measuring perceived service quality at UAE commercial banks. International Journal of Quality & Reliability Management, 20(4), 458-472.
Jassbi, J., Pilevari, N., & Garmaki M. (2014). Role of time in agile supply chain. International Journal of Industrial Engineering & Production Research, 25(2), 115-124.
Jelcic, S. (2014). Managing service quality to gain competitive advantage in retail environment. TEM Journal, 3(2), 181-186.
Jugurnath, B., Nowbutsing, J., & Ramen, M. (2016). The banking sector in mauritius:
An assessment of service quality from customer perspective. Proceedings of the International Conference on Tourism, Hospitality and Marketing, (IC16Mauritius Conference) ISBN - 978-1-943579-19-8., Ebene-Mauritius, 21-23 January, 2016. Paper ID: M624., pp 1-22.
Karatepe, O. M., Yavas, U., & Babakus, E. (2005). Measuring service quality of banks: Scale development and validation. Journal of Retailing and Consumer Services, 12(5), 373-383.
Kariru, A. N., & Aloo, C. (2014). Customers perceptions and expectations of service quality in hotels in western tourism circuit, Kenya. Journal of Research in Hospitality, Tourism and Culture, 2(1), 1-12.
Kaur, N., & Kiran, R. (2015). E-banking service quality and customer loyalty: Changing dynamics of public, private and foreign bank consumers in India. Global Business & Management Research, 7(1), 74-92.
Kazemi, M., & Amini, A. (2013). Identify and ranking factors affecting bank maskan service quality using Kano model. Research Journal of Recent Sciences, 2(4), 11-19.
Landaran, S., Forghani, M. H., Hamidi, V., & Dehaghi, M. R. (2014). Studying the relationship between organizational learning & dimension of organizational agility: a case study-university of Isfahan. Journal of social issues & humanities, 2, 146-151.
Madadipouya, K. (2015). A review on the strategic use of it applications in achieving and sustaining competitive advantage. International Journal of Managing Public Sector Information and Communication Technologies. 6(2), 21-30.
Meymand, M. M., Vahdat, D., & Nazari, S. A. (2015). Review of the effect of enterprise systems on agility in the organization. Technical Journal of Engineering and Applied Sciences, 5(S), 243-252.
Mollazade, M., & Shahrokhi Dehkordi, M. S. (2015). Method to property the organizations based on their agility. Journal of Applied Environmental and Biological Sciences, 4(12S), 321-328.
Mosadeghrad A. M. (2014). Factors affecting medical service quality. Iranian Journal of Public Health, 43(2), 210-220.
Moon, Y. J. (2013). The tangibility and intangibility of e-service quality. International Journal of Smart Home, 7(5), 91-102.
Mozaffari Nejhad, M. (2015). Gaining competitive advantage by innovation in different aspects of providing customer service. Journal of Applied Environmental and Biological Sciences, 5(10S), 590-594.
Munir, M.M.M., & Rahman, M. (2015). E-banking service quality and customer satisfaction of a state owned schedule bank of Bangladesh. Journal of Internet Banking and Commerce, S2(9), 1-5.
Nikzat, P., Rezazadeh, B., & Khodaparasti, R. B. Linking the three dimensional Service quality model to customer satisfaction and Loyalty. International Journal of Management and Humanity Sciences, 3(12), 3819-3831.
Okoe, A. F., Adjei, J. S., & Osarenkhoe, A. (2013). Service quality in the banking sector in Ghana. International Journal of Marketing Studies, 5(2), 81-92.
van Oort, N. (2014). Incorporating service reliability in public transport design and performance requirements: International survey results and recommendations. Research in Transportation Economics, 48, 92-100.
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