Explaining and comparing the level of customer satisfaction with the quality of electronic services of public and private banks (Case study: Tejarat Bank and Saman Bank)

🔍 Comparing Customer Satisfaction with the Quality of Electronic Services in Public and Private Banks: A Case Study of Tejarat Bank and Saman Bank In a collaborative study conducted by myself, Mohammad Shokrollahi (Ph.D. Candidate in Business Administration), and Mohammad Reza Afshari, we analyzed and compared the level of customer satisfaction regarding the quality of electronic services in two major Iranian banks—Tejarat Bank (public sector) and Saman Bank (private sector)—in the city of Zanjan. Using the standard e-Servqual questionnaire, we collected responses from 360 customers and analyzed the data using descriptive and inferential statistical methods (including t-tests and the Friedman test). Our findings revealed several key insights: ✅ Website and ATM Services: There was no statistically significant difference in customer satisfaction between the two banks in these dimensions. ✅ Mobile Banking: A significant difference was observed—Saman Bank’s customers reported higher satisfaction compared to Tejarat Bank. ✅ Customer Prioritization: In both banks, ATMs ranked as the first priority for electronic service usage. However, secondary and tertiary priorities showed variance, highlighting differing user behavior patterns between public and private bank customers. These results underline the growing importance of mobile banking as a strategic area for service improvement. Regardless of being public or private, banks must continuously enhance their digital offerings to meet evolving customer expectations and maintain competitive relevance. 📌 This research emphasizes that investing in digital service quality is no longer just a competitive advantage—it’s a necessity for survival in the modern banking industry. 🙏 I’d be happy to hear your thoughts on this topic and learn more about your experiences with digital banking services. #CustomerSatisfaction #DigitalBanking #BankingInnovation #BusinessResearch #ServiceQuality #PublicVsPrivate #TejaratBank #SamanBank #eServqual #BusinessAdministration #PhDResearch