The effect of managing the successful experience of generation Z customers in electronic banking (Case study: Tejarat Bank)

This research is to design a model of influencing factors on managing the successful experience of generation Z customers in electronic banking (case study: Tejarat Bank). research method according to the purpose, applied; In terms of data type, it is quantitative and according to the time of data collection, it is cross-sectional and according to the method of data collection or the nature and method of descriptive-survey research. A researcher-made questionnaire was also used to collect data. In this study, in order to analyze the data obtained from the questionnaire, it is suitable for the statistical needs of SPSS.V24 and pls.V3 Smart software, and the statistical sample was generation z customers of Tejarat Bank. They were continuously using the electronic banking services of this bank and it was done with a multi-stage random sampling method of 300 people. The result of the research showed that the environmental characteristics, including the customer's perception of the service system, individual factors, and software facilities affect the customer experience. A better understanding of needs, level of technology familiarity and capability, and personalization of services can improve customer experience and help them become more compatible with banking systems and services. Considering all these things, managing the successful experience of Generation Z customers in electronic banking requires combining all these factors. By improving the conditions and characteristics of customers, providing suitable influential platforms, providing improved soft facilities, managing intervening factors appropriately and paying attention to environmental features, it is possible to achieve a successful experience of generation Z customers in electronic banking and achieve success in this field. Found