Determining the effect of electronic services quality and electronic improvement on the loyalty of study customers among the customers of Bank Melli of East Azerbaijan province

The main purpose of this study is to determine the effect of electronic services quality and electronic improvement on the loyalty of study customers among the customers of Bank Melli in East Azerbaijan Province. This research is descriptive-correlational in terms of applied purpose and in terms of research method. The statistical population of the present study is all customers of Bank Melli in East Azerbaijan Province. The type of statistical population is a large statistical population. Due to the fact that the size of the statistical population is unlimited, the formula for determining the sample size of the unlimited population has been used to determine the sample size. Due to the fact that not all people who receive the questionnaire answer the questionnaire or some of them give invalid answers to the questions Therefore, in this study, the researcher distributed questionnaires among 410 people, of which only 384 people gave complete and reliable answers to the questionnaires. The sampling method used in this research is cluster sampling method in which first East Azarbaijan province will be divided into four parts, then a questionnaire was distributed for each part so that the sample size indicates the size of the population. In this research, the data collection tool is a researcher-made questionnaire. SPSS software was used to analyze the data of this research. The results show that the quality of electronic services and electronic improvement has a positive effect on the loyalty of study customers among the customers of Bank Melli in East Azerbaijan Province.