Customer Perception towards the Internet Banking Services Performed by the Turkish Banking System

ABSTRACT: The aim of this study is to investigate the customer perception towards the internet banking services and to identify the main factors affecting the usage of internet banking in Turkey. For that purpose, six hypotheses have been employed for the research methodology. Questionnaire has been prepared and conducted a survey in Izmir for the fieldwork. Out of all the surveys collected, 245 were usable and were compiled with SPSS 18.0. The finding of the study indicated that factors of cost, ease of use, security, accesibility were statistically significant and have positive effects on customer satisfaction. However, awareness factor has no effect on customer satisfaction of internet banking. As a result of the analysis, it is found that education levels affect the usage of the internet banking services in Turkey. Keywords:Internet banking, customer satisfaction, customer perception. …………………………………………………………………………………………………………………………