ABSTRACT
Background: banks, as the main components of any countries` economic backbone, perpetually try to satisfy the
needs and expectations of their customers to increase customer satisfaction, since in today`s competitive world,
gaining competitive advantage is a high priority for any organization. On the other hand, the emergence of
information technology in the banking industry has provided speed, security, efficiency, and quality of services
through electronic banking and electronic payment tools. Therefore, banks and credit firms are constantly trying
to increase their quality of services to satisfy their customers and gain competitive advantage.
Objective: since customer satisfaction is a high priority as one of the goals of banks and credit firms, this study
aims to investigate the role of e-payment tools and e-banking in customer satisfaction.
Methodology: this study is an applied research regarding goal and a correlation type descriptive-survey regarding
methodology. The statistical population consists of 80 gold customers of Pasargad bank e-payment company and
the sample size was determined 66.35 using Cochran`s equation. Moreover, a questionnaire s used to collect the
information. This questionnaire was developed in two sections by the researcher. The validity of the questionnaire
is confirmed by a group of experts, including professors and specialists of the field, and its trust is computed using
Cronbach`s alpha (α=90%). Furthermore, SPSS software and Pearson`s correlation test were used to analyze the
data. Results of the research indicate that there is a positive and significant relationship between e-payment tools
and e-banking. Therefore, the results can help to identify effective factors of customer satisfaction and in turn
providing competitive advantage for this and similar organizations.
Keywords: - Electronic payment, electronic banking, customer satisfaction, speed, security, accountability.