Contents & References of Rating of the factors affecting customers' trust in the internet banking services of Bank Mellat branches in Gilan province
List:
Table of Contents
Index
Chapter 1 Research Overview
Introduction. 2
1-1) statement of the problem. 2
1-2) The importance and necessity of research. 3
1-3) The scientific objectives of the research: 4
1-4) The theoretical framework of the research: 4
1-5-1 Summary of the research results of model 8
1-5) The research question. 9
1-6) research hypotheses. 9
1-7) Theoretical definition of research variables. 10
1-8) Operational definition of research variables: 10
1-9) Research scope. 14
1-9-1) Subject area. 14
Chapter II review of sources/research literature/research background
Introduction. 17
2-1) Concepts of trust in the organization. 17
2-1-1) Level of trust. 18
2-1-2) dimensions of trust 19
2-1-3) definition of trust. 20
2-1-4) methods of building trust. 21
2-1-5) How can trust be created? 22
2-1-)6 organizational values ??of Bank Mellat. 24
2-1-7) Values ??and their role in trust. 26
2-1-8 How values ??affect trust. 26
2-2) Banking concepts. 27
2-2-1) Bank definition: 27
2-2-2) Banking services. 27
2-2-3) Types of banking services. 27
2-2-4) The structure of providing banking services. 28
2-3) Internet: 30
2-4) Electronic commerce. 32
2-4-1) Definition of electronic commerce. 32
2-4-2)- E-commerce models. 33
2-4-3)- History of electronic banking. 36
2-5) Electronic banking. 37
2-5-1) Definitions of electronic banking. 38
2-5-2) Electronic banking services. 39
2-5-3) Advantages of electronic banking. 40
2-5-4) Electronic banking channels. 42
2-6) Environmental obstacles and suitable model of e-commerce in Iran. 42
2-7) Internet banking: 45
2-7-1) History of Internet banking: 45
2-7-2) Definition of Internet banking: 47
2-7-3) Use of Internet banking: 49
2-7-4) Internet banking services. 50
2-8) History of Bank Mellat. 51
2-8-1) Internet banking in Bank Mellat. 52
2-8-2) Bank Mellat internet services: 53
2-8-3) Internet banking site. 58
2-8-4) Internet banking activation guide. 58
2-8-5) Comparative study of internet banking situation in Iranian banks. 62
2-8-6) Balanced points card in Bank Mellat. 68
2-9) Use of banking services. 69
2-9-1) Importance of service quality. 70
2-9-2) The five dimensions of service quality in the SERVQUAL model. 71
2-9-3) The concept of customer satisfaction. 73
2-9-4) The concept of loyalty. 75
2-9-5) Concepts of trust. 75
2-9-6) Customer satisfaction and its relationship with customer trust. 76
2-9-7) Relationship between customer satisfaction and customer expectations. 78
2-9-8) Customer trust measurement methods: 78
2-9-9) The importance of trust and long-term buyer-seller relationships 79
2-10) The concept of trust in Internet banking: 82
2-10-1) Trust and Internet banking. 83
2-10-2) Trust in internet banking. 83
2-11) Analysis of information flow in internet banking and existing risks. 85
2-11-1) Creating trust in internet banking. 87
12-11-1-1) Customer and bank transaction: 88
2-11-1-2) Technology. 92
2-11-1-2-1) Security. 92
.2-1-1) privacy and confidentiality: 93
.2-1-2) encryption:: 93
.2-1-3) availability: 93
.2-1-4) data authenticity: 94
.2-1-5) authentication and authentication of authenticity: 94
1-6-2000) Access control: 96
1-7-2000) Non-repudiation: 96
.2-1-8) Monitoring and reporting: 96
2-11-1-3) Payment methods: 99
2-11-1-4) Full description of banks' activities to customers. 101
2-11-1-5) reputation and credit of the bank. 102
2-11-1-6) Customer awareness 102
2-12) Bank customer trust factors. 102
2-13) research background. 103
Chapter 3 of research implementation method/materials and methods
Introduction. 108
3-1) Research execution process. 108
3-2) research method. 110
3-2-1) Ranking methods: 110
3-3) Information collection methods. 111
3-4) tools. 111
3-4) Data collection tool 111
3-5) Validity and reliability of the questionnaire. 112
3-5-1) reliability determination (questionnaire reliability) 112
3-5-2) determination of validity: 113
3-6) community and statistical sample. 114
3-6-1) Statistical society. 114
3-6-2) sampling method. 115
3-6-4) sample size. 117
3-7) data analysis method 118
3-7-1) descriptive analysis. 119
3-7-2) Analysis of inferential analysis. 119
Chapter Four Data Analysis and Research Findings
Introduction. 122
4-1) Description of research variables. 122
4-1-1) Description of the demographic variables of the respondents: 123
4-1-2) Description of the main research variables: 130
4-1-3) Description of the dependent variable of the research. 135
4-1-4) checking the normality of the dependent variable 135
4-2) research hypothesis test: 136
4-2-1) test of the first research hypothesis 137
4-2-2) ranking of variables 137
4-2-2-1) ranking of independent variables by Friedman. 137
4-2-2-2) Ranking of the effective factors of trust in internet banking with TOPSIS 138
4-2-3) The second hypothesis of the research. 144
4-2-4) The third research hypothesis. 145
4-2-5) The fourth research hypothesis. 146
4-2-6) The fifth research hypothesis. 147
4-2-7) The sixth research hypothesis. 148
4-3) The results of the research conceptual model. 149
Chapter Five: Discussion, conclusion and research proposals
Introduction. 151
5-1) research summary. 151
5-2) Hypothesis test results. 152
5-3) Providing suggestions 155
5-3-1) Providing suggestions based on research findings: 155
5-4) Suggestions for future research 159
5-5) Research limitations. 159
6) List of sources. 160
6-1) Persian sources. 160
6-2) Latin sources. 161
Appendixes. 166
Questionnaire. 167
Tables
Table 1-1) Summary of the results of research conducted in the field of factors affecting customers' trust in Internet banking services 8
Table 2-1) Strategic theory of customer trust in Bank Mellat. 25
Table 2-2) Different levels of internet banking. 50
Table 2-3) Various internet banking services of Bank Mellat. 53
Table 4-2) Combining and summarizing the five dimensions of service quality. 72
Table 5-2) Summary of model research results. 104
Table 3-1) Value of questions in the questionnaire and analysis. 111
Table 2-3) Cronbach's alpha coefficient of research variables. 113
Table 3-3) Validity of variables and research questions. 130
Table 4-1) Description of respondents' gender. 123
Table 4-2) Description of respondents' age. 124
Figure 4-3) total education bar of the respondents. 125
Table 4-4) job descriptions of the respondents. 126
Table 4-5) Bar chart of respondents' visit frequency. 127
Table 6-4) Bar chart of respondents' use of internet banking services. 128
Table 4-7) description of customer account duration. 129
Table 4-8) description of security variables. 130
Table 9-4) description of the variable of perceptual ease. 131
Table 10-4) description of the variable of perceived usefulness. 132
Table 11-4) description of awareness variable. 133
Table 12-4) description of user friendliness variable. 134
Table 13-4) description of the dependent variable.