The effect of internet banking on customer satisfaction: A research on members registered to Konya Industry Clusters

The development of information technologies has brought many reforms. It is the invention of the internet, perhaps a renaissance, as the leader of these reforms. With the ınternet, we can state that the development has accelerated and that the development has reached unreachable dimensions. In addition to the traditional branch distribution channels in the field of banking, the development and spread of information technologies and the internet has made alternative banking channels such as mobile banking and internet banking available to customers. These channels opened rapidly as they facilitated the work of bank customers. For this reason, new service channels such as internet banking, telephone banking, atm, mobile branch, eftpos, call centers, which banks have incorporated, have developed. It is also a fact that all these channels are realized via the internet. It brought with it many questions about the efficiency and requirements of the constantly developed banking services. The need to measure the impact of this situation on customer satisfaction arose. Acting with this motivation, a field study was conducted to examine the effect of internet banking on customer satisfaction. A questionnaire was applied to 330 people who were selected by sampling method from 2020 members registered in the chamber of industry in Konya. As a result of the evaluation of the survey results, the findings obtained through the valid 309 questionnaires were analyzed with SPSS 22 statistical software. In the light of the findings, the satisfaction level of the internet banking channel, which provides a significant cost advantage in addition to time and space benefits, has been high. First as banking and banking study examines the historical process in Turkey. Subsequently, banking distribution channels, internet banking and its benefits are mentioned, and the effect of customer satisfaction on internet banking is emphasized. The study, which was added to the literature research, resulted in the analysis and evaluation. Keywords: Banking, internet banking, customer satisfaction