Purpose: This study aims to measure the effect of customers’ technology readiness and the quality of electronic services on customer satisfaction. Design/methodology/approach: The statistical sample included 410 respondents from 24 branches of a private bank. The sampling method was...

Purpose: The purpose of this paper is to explore the relationship between effective strategies to improve the quality and quality management of allocated resources for the successful implementation of the strategies. For this purpose, three quality management resources (human, organizational...