The contribution of digital banking service quality to customer satisfaction

With the emergence of the Internet and its effective use especially in the last 20 years, information sharing and communication speed has started to increase. This digitalization process enabled users to instantly access almost any information they were curious about, and facilitated their lives in many ways. In addition to many individuals and institutions, banks have quickly adapted to the digitalization process that has emerged with the Internet. Today, the banking sector has become a sector where digital technologies are used extensively and where the best service is the goal. With the use of the Internet and mobile phones, mobile banking services have begun to be offered more effectively, and while banks have reduced transaction costs, customers have started to save time. Digital banking services have brought many advantages such as cost, security, speed and ease of access. Banks try to make use of all the elements of digital technologies such as internet, mobile phone, ATM, POS machine in order to increase their service quality and ensure the satisfaction of their customers. In this thesis, the concept of digital banking has been addressed in all aspects, and the effects of banking service quality on customer satisfaction have been examined in detail. For this purpose, a survey study was conducted on a group of students using digital banking services and the data obtained were analyzed.