Does Mobile Banking Affect Customer Satisfaction? Evidence from Turkey

Ceylan Onay, Aslihan Nasir, Abdullah Sait Cetin

Research output: Chapter in Book/Conference proceeding with ISSN or ISBNConference contribution with ISSN or ISBNpeer-review


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.
Original languageEnglish
Title of host publicationGlobal Business and Technology Association Eighteenth Annual International Conference Readings Book
Subtitle of host publicationExceeding The Vision: Innovate, Integrate And Motivate
EditorsN. Delener, Leonora Fuxman, F. Victor Lu, Susana Rodrigues
Place of PublicationNew York
Number of pages8
ISBN (Electronic) 1932917128
Publication statusPublished - Oct 2016
EventGlobal Business and Technology Association International Conferemce: Exceeding The Vision: Innovate, Integrate And Motivate - Dubai, United Arab Emirates
Duration: 16 Oct 201620 Oct 2016
Conference number: 18th

Publication series

NameGlobal Business and Technology Association (GBATA) Readings Book
PublisherGlobal Business and Technology Association
ISSN (Electronic)2471-6006


ConferenceGlobal Business and Technology Association International Conferemce
Abbreviated titleGBATA2016
Country/TerritoryUnited Arab Emirates
Internet address


  • Mobile banking
  • Customer satisfaction


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