The effect of service quality on customer satisfaction in mobile banking

From past to present, the amount of people who use mobile banking applications has proliferated quickly. Mobile banking spread over a wide area in a short time and reached a wide audience. Therefore, nowadays mobile banking has become important, so it has become necessary to measure service quality for mobile banking in academic studies. The concept of quality must be measurable, because it is important to understand and interpret the work of people. The quality of the tangible products is identifiable and measurable. But it is difficult to measure the quality of services because services have some unique characteristics. These characteristics are intangibility, simultaneous production and consumption, heterogeneity and lack of resistance. This study aims to examine whether the E-S Qual service quality extents affect customer satisfaction in the mobile banking of Turkey. In this study customer satisfaction is used as dependent variable, four extents of E-S Qual scale which are efficiency, system availability, fulfillment and privacy are used independent variables. The survey has been applied through social media. Convenience sampling method was used as sampling method. The size of the sample is calculated based on Morgan's sample size table. According to this table, the survey was sent to 384 individuals who use individual mobile banking applications. 350 people participated in the survey. The data of survey were analyzed by using descriptive statistics, factor analys, reliability analys and linear regression analys. The results showed that the four variables which are efficiency, system availability, fulfillment and privacy have significant positive relationship with customer satisfaction.