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چکیده
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Background: for extended the electronic business in Iran, entrance in global markets, been member in organizations like global business organization and having an effective banking system, are intransitive. For reaching these targets, the effective banking system and electronic banking are inevitable. In this survey in order to having extension in e-banking, the influence factors on extension and its term has been provided. This survey is a usage study in sanitation of service e-banking using expanse quality function.
Aim: todays, the organizations should put all their effort on customer satisfaction. So, for having improvement should have focus on issues that the customer defined them important. According to this and the importance of e-banking systems extension, this survey through small steps on the path has been designed a process based on quality function development for providing electronic banking services. Methodology: In this study, five separate questionnaires for collecting data, has been used. The first questionnaire is to assess clients' needs that have been completed by 196 customers of maskan bank's branches in boushehr and the calculations has been done by SPSS21 software, the weight of needs and demands of the customers have been achieved and has been put in the first table of QFD. Other questions were related to QFD tables that have been used for assess the relationship between the criteria that have been located in row and column of this tables and were completed by QED's team. The calculation has been done by Excel software and the priority of each indicator has been identified in each table. Conclusions: In this study, the priorities of e-banking services, based upon the needs of maskan's bank customers have been prioritized. Among the needs of customers, need for security and confidentiality of information have the greatest importance with an average equal to 0/122, and the need of provide feedback about the correctness of transactions has the
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