Mehdi Abzari - University of Isfahan, Isfahan
Ahmad Reza Akhavan Sarraf - SheikhBahaee University, Isfahan

Customers’ perception of service quality and their satisfaction of the service have great effect on the way that they encounter with the service. Encounter with the service is period of time that customer is interacting directly with the service. This concept contains all aspects of interactions between service companies and their customers in period of time and also within and outside individual interactions with service providers. Recently, more banks use Internet as new tool for offering hostel services to customers. Internet banking is involved with strong interactions between the external customer and bank information systems versus traditional banking. This paper first approach to the concept of service quality and customer service quality from the perspective of service providers and deals. Then the literature in conceptual areas of quality of customer services, quality of online systems and quality of banking products have been studied and finally the main dimensions of service quality in internet banking will be introduced.

Quality, Quality of Service, Internet Banking