The impact of alternative distribution channels on customers: A comparison between the branch and internet banking

The comparison in terms of effective service branch banking of quality factors and branding and internet banking customers' satisfaction benefiting from the services offered in internet banking and branch banking through alternative distribution channels In this study, it aimed to demonstrate the difference between the two channels. For this purpose, a total of 334 alternative distribution customers were selected by random sampling method from Istanbul was included in the study. The inventories that used in the data collection phase of the study are Factors that Affect Bank Selection Scale, SERQUAL Scale, Brand Scale and is a personal information form that is produced by the researcher. Datas are analyzed with SPSS 23.00 According to the general findings of the research; and Internet banking has been reached in which both influence the choice of bank service quality factors detected in branch banking with the finding that a significant relationship. However, it is significant in the perceived quality of service on the internet and branch banking with other brand elements is determined to provide evidence of a correlation.