TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA

Dogan, Hatice; BURUCUOĞLU, Murat

TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA

Hatice DOĞAN, (Giresun Üniversitesi, Sosyal Bilimler Meslek Yüksekokulu, Giresun, Türkiye)

Murat BURUCUOĞLU (Ondokuz Mayıs Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, Samsun, Türkiye)

Uluslararası Yönetim İktisat ve İşletme Dergisi

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Yıl: 2018 Cilt: 14 Sayı: 4 Sayfa Aralığı: 1183 - 1198 Metin Dili: Türkçe İndeks Tarihi: 05-08-2019

TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA

Öz:

Dünya genelinde yaşanan teknolojik gelişmelerle birlikte mobil teknolojilerde birçokdeğişim yaşanmıştır. Mobil iletişim teknolojilerinde yaşanan en son yeniliklerden birisi demobil bankacılıktır. Bu çalışmanın amacı, kullanıcıların mobil bankacılık adaptasyonlarınıetkileyen önemli faktörlerden birisi olan algılanan hizmet kalitesinin müşteri memnuniyetineve müşteri memnuniyetinin de tekrar kullanma niyeti üzerindeki etkisini araştırmaktır. Kolaydaörneklem ile toplamda 321 kullanıcıya ulaşılmıştır. Veriler SmartPLS 3.2.6 istatistik programıile analiz edilmiştir. Araştırma bulgularına göre müşteri memnuniyeti mobil bankacılığı tekrarkullanma niyeti üzerinde güçlü bir etkiye sahiptir. Algılanan hizmet kalitesi boyutlarındansırasıyla etkinlik, gizlilik ve yerine getirme müşteri memnuniyetini etkilemektedir. Algılananhizmet kalitesinin boyutlarından sistemin kullanılabilirliği ise müşteri memnuniyeti üzerindeanlamlı bir etkisi bulunmamaktadır.

Anahtar Kelime:

Konular: İşletme İktisat

CONSUMERS’ PERCEIVED SERVICE QUALITY OF AND INTENTION TO RE-USE MOBILE BANKING: AN EMPIRICAL STUDY

Öz:

Mobile Technologies have gone through many changes with the technological developments experienced throughout the world. One of the latest innovations in mobile communication technologies is mobile banking. This study aims to investigate the effect of the perceived service quality, which is one of the major factors affecting the users’ adoption of mobile banking, on customer satisfaction and in turn, that of the customer satisfaction on the intention to re-use. The research sample is formed by consumers using mobile banking in Turkey and 321 users were reached by convenience sampling. The partial leasts quares structural equation modeling was used to analyze the data collected. Data were analyzed by use of the statistical package, Smart PLS 3.2.6. As shown by the research findings, customer satisfaction has a strong effect on the intention to re-use mobile banking. Among the aspects of the perceived service quality, efficiency, privacy, and fulfillment, respectively affects customer satisfaction. System availability, which is an other aspect of the perceived service quality, has no significant effect on the customer satisfaction.

Anahtar Kelime:

Konular: İşletme İktisat

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık

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APA	Dogan H, BURUCUOĞLU M (2018). TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. , 1183 - 1198.
Chicago	Dogan Hatice,BURUCUOĞLU Murat TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. (2018): 1183 - 1198.
MLA	Dogan Hatice,BURUCUOĞLU Murat TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. , 2018, ss.1183 - 1198.
AMA	Dogan H,BURUCUOĞLU M TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. . 2018; 1183 - 1198.
Vancouver	Dogan H,BURUCUOĞLU M TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. . 2018; 1183 - 1198.
IEEE	Dogan H,BURUCUOĞLU M "TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA." , ss.1183 - 1198, 2018.
ISNAD	Dogan, Hatice - BURUCUOĞLU, Murat. "TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA". (2018), 1183-1198.

APA	Dogan H, BURUCUOĞLU M (2018). TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. Uluslararası Yönetim İktisat ve İşletme Dergisi, 14(4), 1183 - 1198.
Chicago	Dogan Hatice,BURUCUOĞLU Murat TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. Uluslararası Yönetim İktisat ve İşletme Dergisi 14, no.4 (2018): 1183 - 1198.
MLA	Dogan Hatice,BURUCUOĞLU Murat TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. Uluslararası Yönetim İktisat ve İşletme Dergisi, vol.14, no.4, 2018, ss.1183 - 1198.
AMA	Dogan H,BURUCUOĞLU M TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. Uluslararası Yönetim İktisat ve İşletme Dergisi. 2018; 14(4): 1183 - 1198.
Vancouver	Dogan H,BURUCUOĞLU M TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. Uluslararası Yönetim İktisat ve İşletme Dergisi. 2018; 14(4): 1183 - 1198.
IEEE	Dogan H,BURUCUOĞLU M "TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA." Uluslararası Yönetim İktisat ve İşletme Dergisi, 14, ss.1183 - 1198, 2018.
ISNAD	Dogan, Hatice - BURUCUOĞLU, Murat. "TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA". Uluslararası Yönetim İktisat ve İşletme Dergisi 14/4 (2018), 1183-1198.