The ımpact of mobile banking usage based on mobile banking and artificial ıntelligence technologies on customer satisfaction

The rapid advancement of technology has led to fundamental changes in the banking sector, transforming the traditional understanding of banking. Banks have accelerated the digitalisation process through technology-based services such as ATMs, telephone, internet and mobile banking. In particular, the integration of mobile banking with artificial intelligence enables customers to carry out financial transactions independently of time and place; this significantly enhances the user experience and customer satisfaction. The aim of this study is to examine the factors that influence customers' attitudes and perceptions towards mobile banking and AI-supported mobile banking applications and to evaluate the effects of these technologies on customer behaviour. Within this scope, consumer attitudes have been analysed empirically within the framework of mobile banking, AI-based mobile banking, and customer satisfaction concepts. The survey technique was used as the data collection tool in the research, and the analyses were conducted on 515 valid surveys. The relationships between the variables were examined using correlation analysis, and the effects of the variables were examined using regression analysis. The analysis results show that the use of mobile banking and artificial intelligence-supported mobile banking has significant and positive effects on customer satisfaction. This finding reveals that the user-friendly, secure and innovative delivery of digital banking services is a decisive factor in increasing customer satisfaction.