Araştırma Makalesi
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MOBİL BANKACILIK UYGULAMALARININ SADAKAT TUTUMUNA ETKİSİ: NİCEL BİR ARAŞTIRMA

Yıl 2020, Cilt: 23 Sayı: 44, 977 - 999, 31.12.2020
https://doi.org/10.31795/baunsobed.698255

Öz

Mobil teknolojilerin hızlı bir biçimde yaygınlaşması ve günlük yaşamın ayrılmaz bir parçası haline gelmesiyle beraber ticari bankalar, inovatif stratejiler doğrultusunda bankacılık işlemlerini mobil platforma taşıyan kullanıcı dostu mobil uygulamalar geliştirmek konusunda rekabet içerisine girmiş durumdadır. Standartlaşmış ürünlerin hâkim olduğu bankacılık sektöründe tüketicinin bankaya olan sadakatini etkileyebilecek faktörlerden birinin de mobil bankacılık uygulamaları olduğu düşünülmektedir.
Bu çalışmada, bankaların mobil bankacılık uygulamaları odak noktasına alınmış ve bu uygulamalara yönelik geliştirilen performans algısının, bankaya karşı sadakat tutumuna olan etkisi nicel bir araştırma kapsamında incelenmiştir. Araştırmada, 18 yaş üzeri mobil bankacılık uygulamalarını kullanan tüketicilerden oluşan 212 katılımcıya ulaşılmıştır. Anket uygulamasından elde edilen materyal üzerinde araştırma değişkenleri arasındaki ilişkilere yönelik yapılan korelasyon ve regresyon analizleri sonucunda mobil bankacılık uygulamalarının performansını içeren değişkenlerin tamamının sadakat tutumu ile güçlü düzeyde ilişkili olduğu tespit edilmiştir.

Destekleyen Kurum

Adnan Menderes Üniversitesi

Proje Numarası

0000-0001

Kaynakça

  • Akkılıç, E. (2005). Teknolojik gelişmelerin bankaların dağıtım kanallarının yapısı üzerine etkileri. Fırat Üniversitesi Doğu Araştırmaları Dergisi, 3(2), 110-114.
  • Albashrawi, M., & Motiwalla, L. (2017). Privacy and personalization in continued usage intention of mobile banking: An integrative perspective. Information Systems Frontiers, 21(5),1031-1043.
  • Ayswarya, R., Sarala, D., Muralidharan, P., & Ilankadhir, M. (2019). Service quality of mobile banking services in ICICI Bank Limited. Journal of Service Science and Management, 12, 649-664.
  • Barnes, S. J., & Corbitt, B. (2003). Mobile banking: Concept and potential. International Journal of Mobile Communications, 1(3), 273-288.
  • Becker, M. (2019). Empirische evidenz zu eigenschaften von online- bzw. mobile-banking-kunden in Deutschland. Zeitschrift Für Bankrecht Und Bankwirtschaft, 31(1), 42-58.
  • Beerli, A., Martín, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1/2), 253-275.
  • Chawla, D., & Joshi, H. (2019). Scale development and validation for measuring the adoption of mobile banking services. Global Business Review, 20(2), 434-457.
  • Chen, L.D. (2008). A model of consumer acceptance of mobile payment, International Journal of Mobil Communications, 6(1), 32-52.
  • Choi, J., Seol, H., Lee, S., Cho, H., & Park, Y. (2008). Customer satisfaction factors of mobile commerce in Korea, Internet Research, 18(3), 313-335.
  • Chuang, C. C. (2019). Adopt m-banking as a successful business strategy. International Research Journal of Applied Finance; Hyderabad, 10(4), 160-169.
  • Çoban, S., ve Demirhan, M. (2019). Mobil bankacılıkta algılanan deneyimsel değer ve davranışsal etkileri: Nevşehir ili örneği. Business & Management Studies: An International Journal, 7(1), 78-101.
  • Deloitte (2019). The Value of Online Banking Channels in a Mobile-Centric World. Deloitte Insights, Srinivas, V., & Wadhwani, R., https://www2.deloitte.com/us/en/insights/ industry/financial-services/online-banking-usage-in-mobile-centric-world.html (Erişim tarihi: 09.12.2019.
  • Demir, A. (2018). Banka ve Bilgi Teknolojileri: İnternet ve Mobil Bankacılık Kullanımı Üzerine Bir Araştırma. Yayımlanmamış Yüksek Lisans Tezi, Giresun Üniversitesi Sosyal Bilimler Enstitüsü, Giresun.
  • Doğan, H., ve Burucuoğlu, M. (2018). Tüketicilerin mobil bankacılık hizmet kalitesi algıları ve tekrar kullanma niyetleri: Ampirik bir araştırma. Uluslararası Yönetim İktisat ve İşletme Dergisi, 14(4), 1183-1198.
  • Durucu, M. (2012). Kullanıcıların İnternet Bankacılığı Sitesi Tercihlerinde Kullanılabilirlik ve Fonksiyonelliğin Etkilerinin Analizi. Yayımlanmamış Doktora Tezi, İstanbul Teknik Üniversitesi Fen Bilimleri Enstitüsü, İstanbul.
  • Ganguli, S., & Roy, S. K. (2011). Generic technology‐based service quality dimensions in banking. International Journal of Bank Marketing, 29(2), 168-189.
  • Gençtürk, M., Kalkan, A., Oktar, Ö. F. (2011). Bireysel bankacılıkta müşteri memnuniyetini etkileyen faktörler: Burdur ve Isparta illerinde bir uygulama. SDÜ İktisadi İdari Bilimler Fakültesi Dergisi, 16(2), 59-77.
  • Ghosh, S., Majumder, A., Goswami, J., Kumar, A., Mohanty, S. P., & Bhattacharyya, B. K. (2017). Swing-pay: One card meets all user payment and identity needs: A digital card module using NFC and biometric authentication for peer-to-peer payment. IEEE Consumer Electronics Magazine, 6(1), 82-93.
  • Gu, J. C., Lee, S.C., & Suh, Y. H. (2009). Determinants of behavioral intention to mobile banking, Expert Systems with Applications, 36(7), 11605-11616.
  • Jones, T. O. & Sasser, E. W. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88- 99.
  • Kar, E., Muniafu, S., & Wang, Y. (2006). Mobile services used in unstable environment: Design requirements based on three case studies, in: Proceedings of the Eighth International Conference on Electronic Commerce, Fredericton, Canada.
  • Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
  • Karataş, Ö. (2019). Mobil Bankacılık Hizmetlerinde Müşteri Memnuniyeti Üzerine Bir Araştırma. Yayımlanmamış Yüksek Lisans Tezi, Burdur Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü, Burdur.
  • Kazancı, T. (2013). Mobil Bankacılıkta Güvenlik Sorunlarının Analizi. Yayımlanmamış Yüksek Lisans Tezi, İstanbul Üniversitesi Fen Bilimleri Enstitüsü, İstanbul.
  • Kiljan, S., Simoens, K., Cock, D. D., Eekelen, M. V., & Vranken, H. (2016). A survey of authentication and communications security in online banking. ACM Computer Surveys, 49(4), 1-35.
  • Kim, G., Shin, B., & Lee, G. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking, Information Systems Journal, 19(3), 283-311.
  • Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): A qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), 37-52.
  • Lee, K.C., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean's model perspective, Interacting with Computers, 21(5), 385-392.
  • Lin, H.-F. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35(2), 195-204.
  • Lu, Y., Zhang, L., & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality, Electronic Commerce Research and Applications, 8(5), 228-240.
  • Manser Payne, E., Peltier, J. W., & Barger, V. A. (2018). Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior, Journal of Research in Interactive Marketing, 12(3), 328-346.
  • Masrek, M. N., Omar, N., Uzir, N. A., & Khairuddin, I. E. (2012). Mobile banking utilizations, satisfaction and loyalty: A case study of Malaysian consumers. Science Series Data Report, 4(12), 20-29.
  • Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 2(16), 263-270.
  • Onan, G. (2017). Bankacılık sektöründe hizmet kalitesinin marka bağlılığı üzerine etkisi. Ordu Üniversitesi Sosyal Bilimler Araştırmaları Dergisi, 7(3), 529-538.
  • Ondík, K. (2015). Nové Trendy v Bankovníctve. Bankovní Institut Vysoká Škola Praha Katedra Financií a Ekonomie, Praha.
  • Osho, O., Mohammed, U. L., Nimzing, N. N., Uduimoh, A. A., & Misra, S. (2019). Forensic analysis of mobile banking apps. Lecture Notes in Computer Science, 613-626.
  • Özer, L., Burul, B. G., ve Gültekin, B. (2013). Bankacılık sektöründe müşteri değerinin marka algıları ve müşteri sadakati çerçevesinde incelenmesi. Sosyoekonomi, 1, 295-314.
  • Pala, E., ve Kartal, B. (2010). Banka müşterilerinin internet bankacılığı ile ilgili tutumlarına yönelik bir pilot araştırma. Yönetim ve Ekonomi, 17(2), 43-61.
  • Phaneuf, A. (2019). State of Mobile Banking in 2019: Top Apps, Features, Statistics and Market Trends. Business Insider, https://www.businessinsider.com/mobile-banking-market-trends (Erişim tarihi: 11.12.20109).
  • Pousttchi, K., & Schurig, M. (2004). Assessment of today’s mobile banking applications from the view of customer requirements. Proceeding of the 37th Hawaii International Conference on System Sciences (1-10).
  • Richard, E., & Mandari, E. (2017). Factors influencing usage of mobile banking services: The case of Ilala district in Tanzania. ORSEA Journal, 7(1), 42-54.
  • Riquelme, H. E., & Rios, R. E. (2010). The moderating effect of gender in the adoption of mobile banking. International Journal of Bank Marketing, 28(5), 328-341.
  • Sampaio, C., Ladeira, W., & Santini, F. (2017). Apps for mobile banking and customer satisfaction: A cross-cultural study. International Journal of Bank Marketing, 35(7), 1133-1153.
  • Seyrek, İ. H., ve Akşahin, A. (2016). Mobil bankacılık uygulamaları kalite faktörlerinin analitik hiyerarşi prosesi ile karşılaştırılması. IREM, 4(3), 47-59.
  • Sharma, S. K. (2017). Integrating cognitive antecedents into TAM to explain mobile banking behavioral intention: A SEM-neural network modeling. Information Systems Frontiers, 21, 815-827.
  • Tabachnick, B. G, & Fidell, L.S. (2001). Using Multivariate Statistics, Fourth Edition, Boston: Ally and Bacon.
  • Tan, F. B., & Chou, J. P. C. (2008). The relationships between mobile service quality, perceived technology compatibility, and users' perceived playfulness in the context of mobile information and entertainment services, International Journal of Human Computer Interaction, 24(1), 649-671.
  • Titko, J., & Lace, N. (2010). Customer satisfactıon and loyalty in Latvian retail banking. Economics and Management, 15, 1031-1038. Vlachos, P. A., & Vrechopoulos, A. P. (2008). Determinants of behavioral intentions in the mobile internet services market. Journal of Services Marketing, 22(4), 280-291.
  • Wazid, M., Zeadally, S., & Das, A. K. (2019). Mobile banking: Evolution and threats: Malware threats and security solutions. IEEE Consumer Electronics Magazine, 8(2), 56-60.
  • Yavuz, A. E. (2017). Türk Bankacılık Sektöründe Penetrasyon; İnternet Bankacılığı ve Mobil Bankacılık Ürünlerindeki Penetrasyonun Analizi. Yayımlanmamış Yüksek Lisans Tezi, Başkent Üniversitesi Sosyal Bilimler Enstitüsü, Ankara.
  • Yeh, Y. S., & Li, Y. M. (2009). Building trust in m-commerce contributions from quality and satisfaction, Online Information Review, 33(6), 1066-1086.
  • Yu, T. K., & Fang, K. (2009). Measuring the post-adoption customer perception of mobile banking services, Cyberpsychology & Behavior, 12(1), 33-35.
  • Zeybek, H. (2018). Dijital bankacılık. Mali Çözüm, 28(150), 79-107.
  • Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavior, 26(4), 760-767.
  • Zhou, T. (2012). Understanding users' initial trust in mobile banking: An elaboration likelihood perspective, Computers in Human Behavior, 28(4), 1518-1525.
Yıl 2020, Cilt: 23 Sayı: 44, 977 - 999, 31.12.2020
https://doi.org/10.31795/baunsobed.698255

Öz

Proje Numarası

0000-0001

Kaynakça

  • Akkılıç, E. (2005). Teknolojik gelişmelerin bankaların dağıtım kanallarının yapısı üzerine etkileri. Fırat Üniversitesi Doğu Araştırmaları Dergisi, 3(2), 110-114.
  • Albashrawi, M., & Motiwalla, L. (2017). Privacy and personalization in continued usage intention of mobile banking: An integrative perspective. Information Systems Frontiers, 21(5),1031-1043.
  • Ayswarya, R., Sarala, D., Muralidharan, P., & Ilankadhir, M. (2019). Service quality of mobile banking services in ICICI Bank Limited. Journal of Service Science and Management, 12, 649-664.
  • Barnes, S. J., & Corbitt, B. (2003). Mobile banking: Concept and potential. International Journal of Mobile Communications, 1(3), 273-288.
  • Becker, M. (2019). Empirische evidenz zu eigenschaften von online- bzw. mobile-banking-kunden in Deutschland. Zeitschrift Für Bankrecht Und Bankwirtschaft, 31(1), 42-58.
  • Beerli, A., Martín, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1/2), 253-275.
  • Chawla, D., & Joshi, H. (2019). Scale development and validation for measuring the adoption of mobile banking services. Global Business Review, 20(2), 434-457.
  • Chen, L.D. (2008). A model of consumer acceptance of mobile payment, International Journal of Mobil Communications, 6(1), 32-52.
  • Choi, J., Seol, H., Lee, S., Cho, H., & Park, Y. (2008). Customer satisfaction factors of mobile commerce in Korea, Internet Research, 18(3), 313-335.
  • Chuang, C. C. (2019). Adopt m-banking as a successful business strategy. International Research Journal of Applied Finance; Hyderabad, 10(4), 160-169.
  • Çoban, S., ve Demirhan, M. (2019). Mobil bankacılıkta algılanan deneyimsel değer ve davranışsal etkileri: Nevşehir ili örneği. Business & Management Studies: An International Journal, 7(1), 78-101.
  • Deloitte (2019). The Value of Online Banking Channels in a Mobile-Centric World. Deloitte Insights, Srinivas, V., & Wadhwani, R., https://www2.deloitte.com/us/en/insights/ industry/financial-services/online-banking-usage-in-mobile-centric-world.html (Erişim tarihi: 09.12.2019.
  • Demir, A. (2018). Banka ve Bilgi Teknolojileri: İnternet ve Mobil Bankacılık Kullanımı Üzerine Bir Araştırma. Yayımlanmamış Yüksek Lisans Tezi, Giresun Üniversitesi Sosyal Bilimler Enstitüsü, Giresun.
  • Doğan, H., ve Burucuoğlu, M. (2018). Tüketicilerin mobil bankacılık hizmet kalitesi algıları ve tekrar kullanma niyetleri: Ampirik bir araştırma. Uluslararası Yönetim İktisat ve İşletme Dergisi, 14(4), 1183-1198.
  • Durucu, M. (2012). Kullanıcıların İnternet Bankacılığı Sitesi Tercihlerinde Kullanılabilirlik ve Fonksiyonelliğin Etkilerinin Analizi. Yayımlanmamış Doktora Tezi, İstanbul Teknik Üniversitesi Fen Bilimleri Enstitüsü, İstanbul.
  • Ganguli, S., & Roy, S. K. (2011). Generic technology‐based service quality dimensions in banking. International Journal of Bank Marketing, 29(2), 168-189.
  • Gençtürk, M., Kalkan, A., Oktar, Ö. F. (2011). Bireysel bankacılıkta müşteri memnuniyetini etkileyen faktörler: Burdur ve Isparta illerinde bir uygulama. SDÜ İktisadi İdari Bilimler Fakültesi Dergisi, 16(2), 59-77.
  • Ghosh, S., Majumder, A., Goswami, J., Kumar, A., Mohanty, S. P., & Bhattacharyya, B. K. (2017). Swing-pay: One card meets all user payment and identity needs: A digital card module using NFC and biometric authentication for peer-to-peer payment. IEEE Consumer Electronics Magazine, 6(1), 82-93.
  • Gu, J. C., Lee, S.C., & Suh, Y. H. (2009). Determinants of behavioral intention to mobile banking, Expert Systems with Applications, 36(7), 11605-11616.
  • Jones, T. O. & Sasser, E. W. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88- 99.
  • Kar, E., Muniafu, S., & Wang, Y. (2006). Mobile services used in unstable environment: Design requirements based on three case studies, in: Proceedings of the Eighth International Conference on Electronic Commerce, Fredericton, Canada.
  • Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
  • Karataş, Ö. (2019). Mobil Bankacılık Hizmetlerinde Müşteri Memnuniyeti Üzerine Bir Araştırma. Yayımlanmamış Yüksek Lisans Tezi, Burdur Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü, Burdur.
  • Kazancı, T. (2013). Mobil Bankacılıkta Güvenlik Sorunlarının Analizi. Yayımlanmamış Yüksek Lisans Tezi, İstanbul Üniversitesi Fen Bilimleri Enstitüsü, İstanbul.
  • Kiljan, S., Simoens, K., Cock, D. D., Eekelen, M. V., & Vranken, H. (2016). A survey of authentication and communications security in online banking. ACM Computer Surveys, 49(4), 1-35.
  • Kim, G., Shin, B., & Lee, G. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking, Information Systems Journal, 19(3), 283-311.
  • Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): A qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), 37-52.
  • Lee, K.C., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean's model perspective, Interacting with Computers, 21(5), 385-392.
  • Lin, H.-F. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35(2), 195-204.
  • Lu, Y., Zhang, L., & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality, Electronic Commerce Research and Applications, 8(5), 228-240.
  • Manser Payne, E., Peltier, J. W., & Barger, V. A. (2018). Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior, Journal of Research in Interactive Marketing, 12(3), 328-346.
  • Masrek, M. N., Omar, N., Uzir, N. A., & Khairuddin, I. E. (2012). Mobile banking utilizations, satisfaction and loyalty: A case study of Malaysian consumers. Science Series Data Report, 4(12), 20-29.
  • Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 2(16), 263-270.
  • Onan, G. (2017). Bankacılık sektöründe hizmet kalitesinin marka bağlılığı üzerine etkisi. Ordu Üniversitesi Sosyal Bilimler Araştırmaları Dergisi, 7(3), 529-538.
  • Ondík, K. (2015). Nové Trendy v Bankovníctve. Bankovní Institut Vysoká Škola Praha Katedra Financií a Ekonomie, Praha.
  • Osho, O., Mohammed, U. L., Nimzing, N. N., Uduimoh, A. A., & Misra, S. (2019). Forensic analysis of mobile banking apps. Lecture Notes in Computer Science, 613-626.
  • Özer, L., Burul, B. G., ve Gültekin, B. (2013). Bankacılık sektöründe müşteri değerinin marka algıları ve müşteri sadakati çerçevesinde incelenmesi. Sosyoekonomi, 1, 295-314.
  • Pala, E., ve Kartal, B. (2010). Banka müşterilerinin internet bankacılığı ile ilgili tutumlarına yönelik bir pilot araştırma. Yönetim ve Ekonomi, 17(2), 43-61.
  • Phaneuf, A. (2019). State of Mobile Banking in 2019: Top Apps, Features, Statistics and Market Trends. Business Insider, https://www.businessinsider.com/mobile-banking-market-trends (Erişim tarihi: 11.12.20109).
  • Pousttchi, K., & Schurig, M. (2004). Assessment of today’s mobile banking applications from the view of customer requirements. Proceeding of the 37th Hawaii International Conference on System Sciences (1-10).
  • Richard, E., & Mandari, E. (2017). Factors influencing usage of mobile banking services: The case of Ilala district in Tanzania. ORSEA Journal, 7(1), 42-54.
  • Riquelme, H. E., & Rios, R. E. (2010). The moderating effect of gender in the adoption of mobile banking. International Journal of Bank Marketing, 28(5), 328-341.
  • Sampaio, C., Ladeira, W., & Santini, F. (2017). Apps for mobile banking and customer satisfaction: A cross-cultural study. International Journal of Bank Marketing, 35(7), 1133-1153.
  • Seyrek, İ. H., ve Akşahin, A. (2016). Mobil bankacılık uygulamaları kalite faktörlerinin analitik hiyerarşi prosesi ile karşılaştırılması. IREM, 4(3), 47-59.
  • Sharma, S. K. (2017). Integrating cognitive antecedents into TAM to explain mobile banking behavioral intention: A SEM-neural network modeling. Information Systems Frontiers, 21, 815-827.
  • Tabachnick, B. G, & Fidell, L.S. (2001). Using Multivariate Statistics, Fourth Edition, Boston: Ally and Bacon.
  • Tan, F. B., & Chou, J. P. C. (2008). The relationships between mobile service quality, perceived technology compatibility, and users' perceived playfulness in the context of mobile information and entertainment services, International Journal of Human Computer Interaction, 24(1), 649-671.
  • Titko, J., & Lace, N. (2010). Customer satisfactıon and loyalty in Latvian retail banking. Economics and Management, 15, 1031-1038. Vlachos, P. A., & Vrechopoulos, A. P. (2008). Determinants of behavioral intentions in the mobile internet services market. Journal of Services Marketing, 22(4), 280-291.
  • Wazid, M., Zeadally, S., & Das, A. K. (2019). Mobile banking: Evolution and threats: Malware threats and security solutions. IEEE Consumer Electronics Magazine, 8(2), 56-60.
  • Yavuz, A. E. (2017). Türk Bankacılık Sektöründe Penetrasyon; İnternet Bankacılığı ve Mobil Bankacılık Ürünlerindeki Penetrasyonun Analizi. Yayımlanmamış Yüksek Lisans Tezi, Başkent Üniversitesi Sosyal Bilimler Enstitüsü, Ankara.
  • Yeh, Y. S., & Li, Y. M. (2009). Building trust in m-commerce contributions from quality and satisfaction, Online Information Review, 33(6), 1066-1086.
  • Yu, T. K., & Fang, K. (2009). Measuring the post-adoption customer perception of mobile banking services, Cyberpsychology & Behavior, 12(1), 33-35.
  • Zeybek, H. (2018). Dijital bankacılık. Mali Çözüm, 28(150), 79-107.
  • Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavior, 26(4), 760-767.
  • Zhou, T. (2012). Understanding users' initial trust in mobile banking: An elaboration likelihood perspective, Computers in Human Behavior, 28(4), 1518-1525.

The Effect of Mobile Banking Applications on Loyalty Attitude: A Quantitative Research

Yıl 2020, Cilt: 23 Sayı: 44, 977 - 999, 31.12.2020
https://doi.org/10.31795/baunsobed.698255

Öz

With the rapid spread of mobile technologies and becoming an inseparable part of daily life, commercial banks have entered into competition to develop user-friendly mobile applications that carry banking transactions to the mobile platform in line with innovative strategies. In the banking sector where standardized products dominate, one of the factors that may affect consumer loyalty to the bank is thought to be mobile banking applications. In this study, mobile banking applications have been taken into focus and the effect of performance perception developed on these applications on loyalty towards the bank has been examined within the scope of a quantitative research. Within the framework of the quantitative research, 212 participants were reached from consumers using mobile banking applications over the age of 18. As a result of the correlation and regression analyzes on the relationships between research variables on the material obtained from the survey application, it was found that all variables including the performance of mobile banking applications were strongly related to loyalty attitude of mobile banking users.

Proje Numarası

0000-0001

Kaynakça

  • Akkılıç, E. (2005). Teknolojik gelişmelerin bankaların dağıtım kanallarının yapısı üzerine etkileri. Fırat Üniversitesi Doğu Araştırmaları Dergisi, 3(2), 110-114.
  • Albashrawi, M., & Motiwalla, L. (2017). Privacy and personalization in continued usage intention of mobile banking: An integrative perspective. Information Systems Frontiers, 21(5),1031-1043.
  • Ayswarya, R., Sarala, D., Muralidharan, P., & Ilankadhir, M. (2019). Service quality of mobile banking services in ICICI Bank Limited. Journal of Service Science and Management, 12, 649-664.
  • Barnes, S. J., & Corbitt, B. (2003). Mobile banking: Concept and potential. International Journal of Mobile Communications, 1(3), 273-288.
  • Becker, M. (2019). Empirische evidenz zu eigenschaften von online- bzw. mobile-banking-kunden in Deutschland. Zeitschrift Für Bankrecht Und Bankwirtschaft, 31(1), 42-58.
  • Beerli, A., Martín, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1/2), 253-275.
  • Chawla, D., & Joshi, H. (2019). Scale development and validation for measuring the adoption of mobile banking services. Global Business Review, 20(2), 434-457.
  • Chen, L.D. (2008). A model of consumer acceptance of mobile payment, International Journal of Mobil Communications, 6(1), 32-52.
  • Choi, J., Seol, H., Lee, S., Cho, H., & Park, Y. (2008). Customer satisfaction factors of mobile commerce in Korea, Internet Research, 18(3), 313-335.
  • Chuang, C. C. (2019). Adopt m-banking as a successful business strategy. International Research Journal of Applied Finance; Hyderabad, 10(4), 160-169.
  • Çoban, S., ve Demirhan, M. (2019). Mobil bankacılıkta algılanan deneyimsel değer ve davranışsal etkileri: Nevşehir ili örneği. Business & Management Studies: An International Journal, 7(1), 78-101.
  • Deloitte (2019). The Value of Online Banking Channels in a Mobile-Centric World. Deloitte Insights, Srinivas, V., & Wadhwani, R., https://www2.deloitte.com/us/en/insights/ industry/financial-services/online-banking-usage-in-mobile-centric-world.html (Erişim tarihi: 09.12.2019.
  • Demir, A. (2018). Banka ve Bilgi Teknolojileri: İnternet ve Mobil Bankacılık Kullanımı Üzerine Bir Araştırma. Yayımlanmamış Yüksek Lisans Tezi, Giresun Üniversitesi Sosyal Bilimler Enstitüsü, Giresun.
  • Doğan, H., ve Burucuoğlu, M. (2018). Tüketicilerin mobil bankacılık hizmet kalitesi algıları ve tekrar kullanma niyetleri: Ampirik bir araştırma. Uluslararası Yönetim İktisat ve İşletme Dergisi, 14(4), 1183-1198.
  • Durucu, M. (2012). Kullanıcıların İnternet Bankacılığı Sitesi Tercihlerinde Kullanılabilirlik ve Fonksiyonelliğin Etkilerinin Analizi. Yayımlanmamış Doktora Tezi, İstanbul Teknik Üniversitesi Fen Bilimleri Enstitüsü, İstanbul.
  • Ganguli, S., & Roy, S. K. (2011). Generic technology‐based service quality dimensions in banking. International Journal of Bank Marketing, 29(2), 168-189.
  • Gençtürk, M., Kalkan, A., Oktar, Ö. F. (2011). Bireysel bankacılıkta müşteri memnuniyetini etkileyen faktörler: Burdur ve Isparta illerinde bir uygulama. SDÜ İktisadi İdari Bilimler Fakültesi Dergisi, 16(2), 59-77.
  • Ghosh, S., Majumder, A., Goswami, J., Kumar, A., Mohanty, S. P., & Bhattacharyya, B. K. (2017). Swing-pay: One card meets all user payment and identity needs: A digital card module using NFC and biometric authentication for peer-to-peer payment. IEEE Consumer Electronics Magazine, 6(1), 82-93.
  • Gu, J. C., Lee, S.C., & Suh, Y. H. (2009). Determinants of behavioral intention to mobile banking, Expert Systems with Applications, 36(7), 11605-11616.
  • Jones, T. O. & Sasser, E. W. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88- 99.
  • Kar, E., Muniafu, S., & Wang, Y. (2006). Mobile services used in unstable environment: Design requirements based on three case studies, in: Proceedings of the Eighth International Conference on Electronic Commerce, Fredericton, Canada.
  • Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
  • Karataş, Ö. (2019). Mobil Bankacılık Hizmetlerinde Müşteri Memnuniyeti Üzerine Bir Araştırma. Yayımlanmamış Yüksek Lisans Tezi, Burdur Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü, Burdur.
  • Kazancı, T. (2013). Mobil Bankacılıkta Güvenlik Sorunlarının Analizi. Yayımlanmamış Yüksek Lisans Tezi, İstanbul Üniversitesi Fen Bilimleri Enstitüsü, İstanbul.
  • Kiljan, S., Simoens, K., Cock, D. D., Eekelen, M. V., & Vranken, H. (2016). A survey of authentication and communications security in online banking. ACM Computer Surveys, 49(4), 1-35.
  • Kim, G., Shin, B., & Lee, G. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking, Information Systems Journal, 19(3), 283-311.
  • Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): A qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), 37-52.
  • Lee, K.C., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean's model perspective, Interacting with Computers, 21(5), 385-392.
  • Lin, H.-F. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35(2), 195-204.
  • Lu, Y., Zhang, L., & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality, Electronic Commerce Research and Applications, 8(5), 228-240.
  • Manser Payne, E., Peltier, J. W., & Barger, V. A. (2018). Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior, Journal of Research in Interactive Marketing, 12(3), 328-346.
  • Masrek, M. N., Omar, N., Uzir, N. A., & Khairuddin, I. E. (2012). Mobile banking utilizations, satisfaction and loyalty: A case study of Malaysian consumers. Science Series Data Report, 4(12), 20-29.
  • Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 2(16), 263-270.
  • Onan, G. (2017). Bankacılık sektöründe hizmet kalitesinin marka bağlılığı üzerine etkisi. Ordu Üniversitesi Sosyal Bilimler Araştırmaları Dergisi, 7(3), 529-538.
  • Ondík, K. (2015). Nové Trendy v Bankovníctve. Bankovní Institut Vysoká Škola Praha Katedra Financií a Ekonomie, Praha.
  • Osho, O., Mohammed, U. L., Nimzing, N. N., Uduimoh, A. A., & Misra, S. (2019). Forensic analysis of mobile banking apps. Lecture Notes in Computer Science, 613-626.
  • Özer, L., Burul, B. G., ve Gültekin, B. (2013). Bankacılık sektöründe müşteri değerinin marka algıları ve müşteri sadakati çerçevesinde incelenmesi. Sosyoekonomi, 1, 295-314.
  • Pala, E., ve Kartal, B. (2010). Banka müşterilerinin internet bankacılığı ile ilgili tutumlarına yönelik bir pilot araştırma. Yönetim ve Ekonomi, 17(2), 43-61.
  • Phaneuf, A. (2019). State of Mobile Banking in 2019: Top Apps, Features, Statistics and Market Trends. Business Insider, https://www.businessinsider.com/mobile-banking-market-trends (Erişim tarihi: 11.12.20109).
  • Pousttchi, K., & Schurig, M. (2004). Assessment of today’s mobile banking applications from the view of customer requirements. Proceeding of the 37th Hawaii International Conference on System Sciences (1-10).
  • Richard, E., & Mandari, E. (2017). Factors influencing usage of mobile banking services: The case of Ilala district in Tanzania. ORSEA Journal, 7(1), 42-54.
  • Riquelme, H. E., & Rios, R. E. (2010). The moderating effect of gender in the adoption of mobile banking. International Journal of Bank Marketing, 28(5), 328-341.
  • Sampaio, C., Ladeira, W., & Santini, F. (2017). Apps for mobile banking and customer satisfaction: A cross-cultural study. International Journal of Bank Marketing, 35(7), 1133-1153.
  • Seyrek, İ. H., ve Akşahin, A. (2016). Mobil bankacılık uygulamaları kalite faktörlerinin analitik hiyerarşi prosesi ile karşılaştırılması. IREM, 4(3), 47-59.
  • Sharma, S. K. (2017). Integrating cognitive antecedents into TAM to explain mobile banking behavioral intention: A SEM-neural network modeling. Information Systems Frontiers, 21, 815-827.
  • Tabachnick, B. G, & Fidell, L.S. (2001). Using Multivariate Statistics, Fourth Edition, Boston: Ally and Bacon.
  • Tan, F. B., & Chou, J. P. C. (2008). The relationships between mobile service quality, perceived technology compatibility, and users' perceived playfulness in the context of mobile information and entertainment services, International Journal of Human Computer Interaction, 24(1), 649-671.
  • Titko, J., & Lace, N. (2010). Customer satisfactıon and loyalty in Latvian retail banking. Economics and Management, 15, 1031-1038. Vlachos, P. A., & Vrechopoulos, A. P. (2008). Determinants of behavioral intentions in the mobile internet services market. Journal of Services Marketing, 22(4), 280-291.
  • Wazid, M., Zeadally, S., & Das, A. K. (2019). Mobile banking: Evolution and threats: Malware threats and security solutions. IEEE Consumer Electronics Magazine, 8(2), 56-60.
  • Yavuz, A. E. (2017). Türk Bankacılık Sektöründe Penetrasyon; İnternet Bankacılığı ve Mobil Bankacılık Ürünlerindeki Penetrasyonun Analizi. Yayımlanmamış Yüksek Lisans Tezi, Başkent Üniversitesi Sosyal Bilimler Enstitüsü, Ankara.
  • Yeh, Y. S., & Li, Y. M. (2009). Building trust in m-commerce contributions from quality and satisfaction, Online Information Review, 33(6), 1066-1086.
  • Yu, T. K., & Fang, K. (2009). Measuring the post-adoption customer perception of mobile banking services, Cyberpsychology & Behavior, 12(1), 33-35.
  • Zeybek, H. (2018). Dijital bankacılık. Mali Çözüm, 28(150), 79-107.
  • Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavior, 26(4), 760-767.
  • Zhou, T. (2012). Understanding users' initial trust in mobile banking: An elaboration likelihood perspective, Computers in Human Behavior, 28(4), 1518-1525.
Yıl 2020, Cilt: 23 Sayı: 44, 977 - 999, 31.12.2020
https://doi.org/10.31795/baunsobed.698255

Öz

Proje Numarası

0000-0001

Kaynakça

  • Akkılıç, E. (2005). Teknolojik gelişmelerin bankaların dağıtım kanallarının yapısı üzerine etkileri. Fırat Üniversitesi Doğu Araştırmaları Dergisi, 3(2), 110-114.
  • Albashrawi, M., & Motiwalla, L. (2017). Privacy and personalization in continued usage intention of mobile banking: An integrative perspective. Information Systems Frontiers, 21(5),1031-1043.
  • Ayswarya, R., Sarala, D., Muralidharan, P., & Ilankadhir, M. (2019). Service quality of mobile banking services in ICICI Bank Limited. Journal of Service Science and Management, 12, 649-664.
  • Barnes, S. J., & Corbitt, B. (2003). Mobile banking: Concept and potential. International Journal of Mobile Communications, 1(3), 273-288.
  • Becker, M. (2019). Empirische evidenz zu eigenschaften von online- bzw. mobile-banking-kunden in Deutschland. Zeitschrift Für Bankrecht Und Bankwirtschaft, 31(1), 42-58.
  • Beerli, A., Martín, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1/2), 253-275.
  • Chawla, D., & Joshi, H. (2019). Scale development and validation for measuring the adoption of mobile banking services. Global Business Review, 20(2), 434-457.
  • Chen, L.D. (2008). A model of consumer acceptance of mobile payment, International Journal of Mobil Communications, 6(1), 32-52.
  • Choi, J., Seol, H., Lee, S., Cho, H., & Park, Y. (2008). Customer satisfaction factors of mobile commerce in Korea, Internet Research, 18(3), 313-335.
  • Chuang, C. C. (2019). Adopt m-banking as a successful business strategy. International Research Journal of Applied Finance; Hyderabad, 10(4), 160-169.
  • Çoban, S., ve Demirhan, M. (2019). Mobil bankacılıkta algılanan deneyimsel değer ve davranışsal etkileri: Nevşehir ili örneği. Business & Management Studies: An International Journal, 7(1), 78-101.
  • Deloitte (2019). The Value of Online Banking Channels in a Mobile-Centric World. Deloitte Insights, Srinivas, V., & Wadhwani, R., https://www2.deloitte.com/us/en/insights/ industry/financial-services/online-banking-usage-in-mobile-centric-world.html (Erişim tarihi: 09.12.2019.
  • Demir, A. (2018). Banka ve Bilgi Teknolojileri: İnternet ve Mobil Bankacılık Kullanımı Üzerine Bir Araştırma. Yayımlanmamış Yüksek Lisans Tezi, Giresun Üniversitesi Sosyal Bilimler Enstitüsü, Giresun.
  • Doğan, H., ve Burucuoğlu, M. (2018). Tüketicilerin mobil bankacılık hizmet kalitesi algıları ve tekrar kullanma niyetleri: Ampirik bir araştırma. Uluslararası Yönetim İktisat ve İşletme Dergisi, 14(4), 1183-1198.
  • Durucu, M. (2012). Kullanıcıların İnternet Bankacılığı Sitesi Tercihlerinde Kullanılabilirlik ve Fonksiyonelliğin Etkilerinin Analizi. Yayımlanmamış Doktora Tezi, İstanbul Teknik Üniversitesi Fen Bilimleri Enstitüsü, İstanbul.
  • Ganguli, S., & Roy, S. K. (2011). Generic technology‐based service quality dimensions in banking. International Journal of Bank Marketing, 29(2), 168-189.
  • Gençtürk, M., Kalkan, A., Oktar, Ö. F. (2011). Bireysel bankacılıkta müşteri memnuniyetini etkileyen faktörler: Burdur ve Isparta illerinde bir uygulama. SDÜ İktisadi İdari Bilimler Fakültesi Dergisi, 16(2), 59-77.
  • Ghosh, S., Majumder, A., Goswami, J., Kumar, A., Mohanty, S. P., & Bhattacharyya, B. K. (2017). Swing-pay: One card meets all user payment and identity needs: A digital card module using NFC and biometric authentication for peer-to-peer payment. IEEE Consumer Electronics Magazine, 6(1), 82-93.
  • Gu, J. C., Lee, S.C., & Suh, Y. H. (2009). Determinants of behavioral intention to mobile banking, Expert Systems with Applications, 36(7), 11605-11616.
  • Jones, T. O. & Sasser, E. W. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88- 99.
  • Kar, E., Muniafu, S., & Wang, Y. (2006). Mobile services used in unstable environment: Design requirements based on three case studies, in: Proceedings of the Eighth International Conference on Electronic Commerce, Fredericton, Canada.
  • Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
  • Karataş, Ö. (2019). Mobil Bankacılık Hizmetlerinde Müşteri Memnuniyeti Üzerine Bir Araştırma. Yayımlanmamış Yüksek Lisans Tezi, Burdur Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü, Burdur.
  • Kazancı, T. (2013). Mobil Bankacılıkta Güvenlik Sorunlarının Analizi. Yayımlanmamış Yüksek Lisans Tezi, İstanbul Üniversitesi Fen Bilimleri Enstitüsü, İstanbul.
  • Kiljan, S., Simoens, K., Cock, D. D., Eekelen, M. V., & Vranken, H. (2016). A survey of authentication and communications security in online banking. ACM Computer Surveys, 49(4), 1-35.
  • Kim, G., Shin, B., & Lee, G. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking, Information Systems Journal, 19(3), 283-311.
  • Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): A qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), 37-52.
  • Lee, K.C., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean's model perspective, Interacting with Computers, 21(5), 385-392.
  • Lin, H.-F. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35(2), 195-204.
  • Lu, Y., Zhang, L., & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality, Electronic Commerce Research and Applications, 8(5), 228-240.
  • Manser Payne, E., Peltier, J. W., & Barger, V. A. (2018). Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior, Journal of Research in Interactive Marketing, 12(3), 328-346.
  • Masrek, M. N., Omar, N., Uzir, N. A., & Khairuddin, I. E. (2012). Mobile banking utilizations, satisfaction and loyalty: A case study of Malaysian consumers. Science Series Data Report, 4(12), 20-29.
  • Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 2(16), 263-270.
  • Onan, G. (2017). Bankacılık sektöründe hizmet kalitesinin marka bağlılığı üzerine etkisi. Ordu Üniversitesi Sosyal Bilimler Araştırmaları Dergisi, 7(3), 529-538.
  • Ondík, K. (2015). Nové Trendy v Bankovníctve. Bankovní Institut Vysoká Škola Praha Katedra Financií a Ekonomie, Praha.
  • Osho, O., Mohammed, U. L., Nimzing, N. N., Uduimoh, A. A., & Misra, S. (2019). Forensic analysis of mobile banking apps. Lecture Notes in Computer Science, 613-626.
  • Özer, L., Burul, B. G., ve Gültekin, B. (2013). Bankacılık sektöründe müşteri değerinin marka algıları ve müşteri sadakati çerçevesinde incelenmesi. Sosyoekonomi, 1, 295-314.
  • Pala, E., ve Kartal, B. (2010). Banka müşterilerinin internet bankacılığı ile ilgili tutumlarına yönelik bir pilot araştırma. Yönetim ve Ekonomi, 17(2), 43-61.
  • Phaneuf, A. (2019). State of Mobile Banking in 2019: Top Apps, Features, Statistics and Market Trends. Business Insider, https://www.businessinsider.com/mobile-banking-market-trends (Erişim tarihi: 11.12.20109).
  • Pousttchi, K., & Schurig, M. (2004). Assessment of today’s mobile banking applications from the view of customer requirements. Proceeding of the 37th Hawaii International Conference on System Sciences (1-10).
  • Richard, E., & Mandari, E. (2017). Factors influencing usage of mobile banking services: The case of Ilala district in Tanzania. ORSEA Journal, 7(1), 42-54.
  • Riquelme, H. E., & Rios, R. E. (2010). The moderating effect of gender in the adoption of mobile banking. International Journal of Bank Marketing, 28(5), 328-341.
  • Sampaio, C., Ladeira, W., & Santini, F. (2017). Apps for mobile banking and customer satisfaction: A cross-cultural study. International Journal of Bank Marketing, 35(7), 1133-1153.
  • Seyrek, İ. H., ve Akşahin, A. (2016). Mobil bankacılık uygulamaları kalite faktörlerinin analitik hiyerarşi prosesi ile karşılaştırılması. IREM, 4(3), 47-59.
  • Sharma, S. K. (2017). Integrating cognitive antecedents into TAM to explain mobile banking behavioral intention: A SEM-neural network modeling. Information Systems Frontiers, 21, 815-827.
  • Tabachnick, B. G, & Fidell, L.S. (2001). Using Multivariate Statistics, Fourth Edition, Boston: Ally and Bacon.
  • Tan, F. B., & Chou, J. P. C. (2008). The relationships between mobile service quality, perceived technology compatibility, and users' perceived playfulness in the context of mobile information and entertainment services, International Journal of Human Computer Interaction, 24(1), 649-671.
  • Titko, J., & Lace, N. (2010). Customer satisfactıon and loyalty in Latvian retail banking. Economics and Management, 15, 1031-1038. Vlachos, P. A., & Vrechopoulos, A. P. (2008). Determinants of behavioral intentions in the mobile internet services market. Journal of Services Marketing, 22(4), 280-291.
  • Wazid, M., Zeadally, S., & Das, A. K. (2019). Mobile banking: Evolution and threats: Malware threats and security solutions. IEEE Consumer Electronics Magazine, 8(2), 56-60.
  • Yavuz, A. E. (2017). Türk Bankacılık Sektöründe Penetrasyon; İnternet Bankacılığı ve Mobil Bankacılık Ürünlerindeki Penetrasyonun Analizi. Yayımlanmamış Yüksek Lisans Tezi, Başkent Üniversitesi Sosyal Bilimler Enstitüsü, Ankara.
  • Yeh, Y. S., & Li, Y. M. (2009). Building trust in m-commerce contributions from quality and satisfaction, Online Information Review, 33(6), 1066-1086.
  • Yu, T. K., & Fang, K. (2009). Measuring the post-adoption customer perception of mobile banking services, Cyberpsychology & Behavior, 12(1), 33-35.
  • Zeybek, H. (2018). Dijital bankacılık. Mali Çözüm, 28(150), 79-107.
  • Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavior, 26(4), 760-767.
  • Zhou, T. (2012). Understanding users' initial trust in mobile banking: An elaboration likelihood perspective, Computers in Human Behavior, 28(4), 1518-1525.
Toplam 55 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm İşletme
Yazarlar

Ece Armağan

Yeliz Çal 0000-0002-8872-7989

Proje Numarası 0000-0001
Yayımlanma Tarihi 31 Aralık 2020
Gönderilme Tarihi 3 Mart 2020
Kabul Tarihi 13 Temmuz 2020
Yayımlandığı Sayı Yıl 2020 Cilt: 23 Sayı: 44

Kaynak Göster

APA Armağan, E., & Çal, Y. (2020). MOBİL BANKACILIK UYGULAMALARININ SADAKAT TUTUMUNA ETKİSİ: NİCEL BİR ARAŞTIRMA. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 23(44), 977-999. https://doi.org/10.31795/baunsobed.698255

BAUNSOBED