Examining the Relationship between the Benefits of using ITIL in E-Banking and its Role in Creating Value for Customers

Background/Objectives: Information Technology Infrastructure Library (ITIL) is a set of best guidelines for the definition, design and implementation of IT service management processes, and is currently the most widely accepted standard in IT service management. Methods/Statistical Analysis: In this paper, it is tried to examine the impact of ITIL based e-banking and the creation of customer value. For this research, 100 employees and managers of Iranian state banks that have used the standard ITIL were selected as sample. The regression and Spss software is used to investigate the test hypothesis. Finding: The use of regression analysis to analyze the relationships between independent variables and the dependent variable is possible in E-bookings. It is demonstrated that there was a significant relationship between the benefits of implementing ITIL and ease of use, being beneficial and reducing the costs; however there was no relationship between the advantages of implementing ITIL and automating the processes. Conclusion/Application: There exists a significant relationship between the e-banking and the creation of customer value. Finally, the effectiveness of the using ITIL in e-banking and improving costumer's satisfaction are presented.