Multi criteria decision making methods of customer satisfaction in digital banking sample of Muğla province

With the development of technology, information sharing, the use of smart phones has increased and the digitalization process has accelerated and banks have entered a race to meet the needs of their customers quickly.With the Corona Virus Outbreak we are in, the tendency rtowards digital banking has increased; it has become important in terms of increasing the quality of banking service and ensuring customer satisfaction, both in terms of health measures, reducing the transaction cost of banks and not requiring documents for transactions. The am of the study is to rank the satisfaction levels of bank customers using digital banking on the basis of banks based on customer satisfaction criteria. In the study, 170 data obtained from Muğla city center and some of its districts through face-to-face questionnaire methods, AHP based VIKOR, Gray Relational Analysis, MOORA Ratio, MOORA Significance Coefficient, MOORA Product, MULTIMOORA, ELECTRE, PROMETHEE and WASPAS Methods and the results obtained were compared with each other. Analyzes were carried out with Microsoft excel, Visual PROMETHEE and SPSS 22 Programs. As a result of the study, the most important criterion among the criteria was 'trust', so banks with high scores in the 'trust' criterion ranked high in the ranking. Banks shoul encourage their customers to use digital banking and emphasize that digital banking are safe. the results obtained were similar to the studies in the literature.