The purpose of the community service organizations such as banks is providing appropriate and consent services for the customer. Since the organizations, providing financial services and especially banks work in the environment with the non-discriminative products, the quality of service is known as the first competitive weapon. The aim of this study was done to identify affecting factors on the acidity of the Pasargad Bank TC Electronic Banking Services. In this context, a questionnaire based on SERVQUAL model (servqual) and in 6 sections and 24 questions was designed and the service quality gap was measured. Then, by using the Kano model and merge it with the SERVQUAL model more significant indicators of customer satisfaction were identified. The study population sample was constituted of the Pasargadae bank customers and volumes are selected. Obtained results from a sample of 184 people of this study indicate that the seven characteristics as the main reasons for the satisfaction of customers are involved.
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