Does Mobile Banking Affect Customer Satisfaction?: Evidence from Turkey

Ceylan Onay; Aslihan Nasir; Abdullah Sait Cetin

Does Mobile Banking Affect Customer Satisfaction? Evidence from Turkey

Ceylan Onay, Aslihan Nasir, Abdullah Sait Cetin

School of Business and Law

Research output: Chapter in Book/Conference proceeding with ISSN or ISBN › Conference contribution with ISSN or ISBN › peer-review

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.

Original language	English
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
Publisher	Global Business and Technology Association
Volume	2016
ISSN (Electronic)	2471-6006

Conference

Conference	Global Business and Technology Association International Conferemce
Abbreviated title	GBATA2016
Country/Territory	United Arab Emirates
City	Dubai
Period	16/10/16 → 20/10/16
Internet address	https://gbata.org/conference/

Keywords

Mobile banking
Customer satisfaction

Access to Document

https://gbata.org/wp-content/uploads/2016/12/GBATA2016-Readings-Book.pdfLicence: CC BY-NC

Cite this

Onay, C., Nasir, A., & Cetin, A. S. (2016). Does Mobile Banking Affect Customer Satisfaction? Evidence from Turkey. In N. Delener, L. Fuxman, F. V. Lu, & S. Rodrigues (Eds.), Global Business and Technology Association Eighteenth Annual International Conference Readings Book: Exceeding The Vision: Innovate, Integrate And Motivate (pp. 415-422). (Global Business and Technology Association (GBATA) Readings Book; Vol. 2016).. https://gbata.org/wp-content/uploads/2016/12/GBATA2016-Readings-Book.pdf

Onay, Ceylan ; Nasir, Aslihan ; Cetin, Abdullah Sait. / Does Mobile Banking Affect Customer Satisfaction? Evidence from Turkey. Global Business and Technology Association Eighteenth Annual International Conference Readings Book: Exceeding The Vision: Innovate, Integrate And Motivate. editor / N. Delener ; Leonora Fuxman ; F. Victor Lu ; Susana Rodrigues. New York, 2016. pp. 415-422 (Global Business and Technology Association (GBATA) Readings Book).

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title = "Does Mobile Banking Affect Customer Satisfaction?: Evidence from Turkey",

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{\textquoteright}ve examined whether these factors affect consumers{\textquoteright} satisfaction from mobile banking. For this reason, we{\textquoteright}ve designed an online survey and collected a sample of 206 mobile banking users in an emerging economy: Turkey. After running factor analysis, we{\textquoteright}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. ",

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booktitle = "Global Business and Technology Association Eighteenth Annual International Conference Readings Book",

note = "Global Business and Technology Association International Conferemce : Exceeding The Vision: Innovate, Integrate And Motivate, GBATA2016 ; Conference date: 16-10-2016 Through 20-10-2016",

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Onay, C, Nasir, A & Cetin, AS 2016, Does Mobile Banking Affect Customer Satisfaction? Evidence from Turkey. in N Delener, L Fuxman, FV Lu & S Rodrigues (eds), Global Business and Technology Association Eighteenth Annual International Conference Readings Book: Exceeding The Vision: Innovate, Integrate And Motivate. Global Business and Technology Association (GBATA) Readings Book, vol. 2016, New York, pp. 415-422, Global Business and Technology Association International Conferemce, Dubai, United Arab Emirates, 16/10/16. <https://gbata.org/wp-content/uploads/2016/12/GBATA2016-Readings-Book.pdf>

Does Mobile Banking Affect Customer Satisfaction? Evidence from Turkey. / Onay, Ceylan; Nasir, Aslihan; Cetin, Abdullah Sait.
Global Business and Technology Association Eighteenth Annual International Conference Readings Book: Exceeding The Vision: Innovate, Integrate And Motivate. ed. / N. Delener; Leonora Fuxman; F. Victor Lu; Susana Rodrigues. New York, 2016. p. 415-422 (Global Business and Technology Association (GBATA) Readings Book; Vol. 2016).

Research output: Chapter in Book/Conference proceeding with ISSN or ISBN › Conference contribution with ISSN or ISBN › peer-review

TY - GEN

T1 - Does Mobile Banking Affect Customer Satisfaction?

T2 - Global Business and Technology Association International Conferemce

AU - Onay, Ceylan

AU - Nasir, Aslihan

AU - Cetin, Abdullah Sait

N1 - Conference code: 18th

PY - 2016/10

Y1 - 2016/10

N2 - 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.

AB - 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.

KW - Mobile banking

KW - Customer satisfaction

M3 - Conference contribution with ISSN or ISBN

T3 - Global Business and Technology Association (GBATA) Readings Book

SP - 415

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BT - Global Business and Technology Association Eighteenth Annual International Conference Readings Book

A2 - Delener, N.

A2 - Fuxman, Leonora

A2 - Lu, F. Victor

A2 - Rodrigues, Susana

CY - New York

Y2 - 16 October 2016 through 20 October 2016

ER -

Onay C, Nasir A, Cetin AS. Does Mobile Banking Affect Customer Satisfaction? Evidence from Turkey. In Delener N, Fuxman L, Lu FV, Rodrigues S, editors, Global Business and Technology Association Eighteenth Annual International Conference Readings Book: Exceeding The Vision: Innovate, Integrate And Motivate. New York. 2016. p. 415-422. (Global Business and Technology Association (GBATA) Readings Book).