Identify and prioritize the effective factors on quality of electronic banking via mobile phone (case study: Mellat bank customers of Qazvin province)

Pages: 18-22
Roya Yosefi (Department of Internal Business Management, Abhar Branch, Islamic Azad University, Abhar, Iran)
Abolfazl Tajzadehnaminq (Allameh Tabatabaee University, Tehran, Iran)
Mohammad Jalili (Azad University, Abhar Branch, Islamic Azad University, Abhar, Iran)

This study was to evaluate the relative importance of effective factors on quality of banking via mobile, and then prioritizing them. The survey area was Mellat bank customers of Qazvin province that were sampled in 2013. Identified factors were analyzed using exploratory factor analysis in SPSS and new variables were identified. After that, by using confirmatory factor analysis in LISREL software, we tried to investigate the validity of the obtained model and tool. In order to prioritize and obtain the relative importance of factors and sub-factors it was investigated by using AHP (analysis of hierarchical process) method. According to carried research, from experts’ point of view it was specified that content of mobile banking is the most important factor in quality dimension of it. The usefulness and customer service were in following ranks and design was in last rank.