قاسم جعفری تکاسی

Providing high-quality services in the banking industry, due to its direct role on customer satisfaction and loyalty, which can lead to a higher percentage of market share, has become an important matter for years with the ever-increasing advances in information technology which can be an indicator of one of the functional aspects of banks.Based on this, dealing with supervisory and control issues in information technology in order to provide recommendations and solutions to improve its performance is one of the results of auditing in information technology.Therefore, in this research, we decided to examine the effects of implementing information technology audit based on COBIT ۲۰۱۹ on customer satisfaction with IT performance in selected private banks of Iran.The method of descriptive research is descriptive-survey type. The statistical population of this research consists of ۷۵۲ employees and experts of Tejarat bank and Mellat bank in Information Technology department, Information Security department and IT audit department. The sample size which was determined by random sampling method and Cochran's formula is ۲۵۴. The instrument of the current research is also a questionnaire. In order to analyze the data, the measurement components of each variable were first determined by factor analysis, and then the research hypotheses were tested by using Structural Equation Modeling (SEM) based on Partial Least Squares and Smart PLS software. The findings of the research showed that implementing information technology audit based on COBIT ۲۰۱۹ affects customer satisfaction with IT performance mediating role.