A research of the banking sector involving a user assessment of internet banking applications (The example of Denizbank Fsg)

Banking is one of the sectors that has been most affected by developments in communication and technologies. The functions of banks have seen little change over the course of centuries, although the developments in communication and technologies within that time have led banks to change in response to the requirements of the community. The technology that has led the increase in competition related to these requirements among banks is Internet banking. The intense competition in the banking sector and increasing consumer demands force banks to offer more and more services to their customers, and it is Internet banking that comes to the fore in this regard due to advantages it offers both to customers and banks. This research is important in terms of revealing to what extent and in which services the gradually increasing use of Internet banking is being utilized by the customers and bank employees, as well as the level of satisfaction in these services. This research provides a user evaluation of Internet banking applications, which have emerged as an important factor in the banking sector, and the service they provide in terms of providing access to information and banking services. The research is designed as a quantitative study, making use of a relational screening model approach. The sample of the research comprises 255 people and includes both customers who were selected by way of a systematic sampling method and who use Internet banking, and bank employees from branches of Denizbank in Erzincan. A questionnaire on Internet banking usage, which was developed by İşler (2015) and which was adapted to the research, is used as the data collection tool in the research, and the data garnered from the research was uploaded to and analyzed by SPSS (Ver. 22.0) software. Based on the findings of the research, it was found that: those who make use of Internet banking are mostly the young population; the most common transactions made via Internet banking are account inquiries, remittances and EFT; the participants are satisfied with the Internet banking services provided by Denizbank in regards to access to information and banking transactions; and that the use of Internet banking is correlated with education level, considering the significant differences in the education levels of the people who use internet banking to access information and to carry out banking transactions, and those who do not.