Reasons for low digital banking usage rates in Turkey

Bank customers can perform their banking transactions by using digital banking channels as well as traditional bank branches. Through digital channels, customers can perform all transactions that can be made from traditional bank branches. Although this is the case, it has been observed that the usage rates of digital banking channels in our country are not at the desired level. The aim of this study is to reveal the reasons for the low use of digital banking in Turkey. In this context, the research was carried out with 471 people selected by random sampling technique from the customers of Türk Ekonomi Bankası, Akbank and İng Bank who prefer to do their transactions face-to-face from the provinces of Kayseri, Nevşehir and Yozgat. The results obtained indicate that the reasons why people stay away from digital banking can basically be grouped under two factors; showed that education, age and income are important factors affecting digital banking usage rates. Keywords: Bank, digital banking, internet banking, mobile banking, ATM, call center