Abstract
Mobile banking in Turkey has significantly accelerated in the recent years and hence constitutes a good example for investigating customer satisfaction in the mobile banking context. The main purpose of this study is to investigate the factors that consumers give importance while using mobile banking, and then we’ve examined whether these factors affect consumers’ satisfaction from mobile banking. For this reason, we’ve designed an online survey and collected a sample of 206 mobile banking users in an emerging economy: Turkey. After running factor analysis, we’ve found that “trust & service quality”, “convenience & usefulness”, “content &
variety”, “system quality”, and “customer support” were the factors that mobile baking users find important. The results also show that all of the aforementioned factors, except “customer support”, lead to significant increase in customer satisfaction from mobile banking.
variety”, “system quality”, and “customer support” were the factors that mobile baking users find important. The results also show that all of the aforementioned factors, except “customer support”, lead to significant increase in customer satisfaction from mobile banking.
Original language | English |
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Title of host publication | Global Business and Technology Association Eighteenth Annual International Conference Readings Book |
Subtitle of host publication | Exceeding The Vision: Innovate, Integrate And Motivate |
Editors | N. Delener, Leonora Fuxman, F. Victor Lu, Susana Rodrigues |
Place of Publication | New York |
Pages | 415-422 |
Number of pages | 8 |
ISBN (Electronic) | 1932917128 |
Publication status | Published - Oct 2016 |
Event | Global Business and Technology Association International Conferemce: Exceeding The Vision: Innovate, Integrate And Motivate - Dubai, United Arab Emirates Duration: 16 Oct 2016 → 20 Oct 2016 Conference number: 18th https://gbata.org/conference/ |
Publication series
Name | Global Business and Technology Association (GBATA) Readings Book |
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Publisher | Global Business and Technology Association |
Volume | 2016 |
ISSN (Electronic) | 2471-6006 |
Conference
Conference | Global Business and Technology Association International Conferemce |
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Abbreviated title | GBATA2016 |
Country/Territory | United Arab Emirates |
City | Dubai |
Period | 16/10/16 → 20/10/16 |
Internet address |
Keywords
- Mobile banking
- Customer satisfaction