عنوان مقاله [English]
E-banking, as the most important requirement for the development of e-commerce in the country, has grown significantly. The aim of this study was to identify and rank the factors affecting the tendency of customers to use Internet and mobile banking in Bank Mellat Zahedan. The present research is an applied research in terms of purpose and its type of work is a combination of descriptive-survey methods according to the nature of the research and the studied components and the approach of the research. The method of data collection in this study is library and field studies (questionnaire). The questionnaire was prepared in four sections and 63 items in the form of technological, psychological, innovative and customer-oriented characteristics of users and was distributed among 96 customers of Bank Mellat Zahedan. Due to the high average of 3 in customers' answers to the research questionnaire questions, the components are strongly present in the statistical community. The results of the analysis of dependent t-sample test showed that there is a difference between customers' expectations and perceptions of the research components and the level of expectations is higher than their perceptions. The results of Friedman test also showed that customer-oriented characteristics are more important and psychological, technological and innovative characteristics are in the next ranks. At the end of the research, suggestions are provided to improve the performance of Bank Mellat Zahedan in providing services to customers.