Evaluation of perceived service quality in internet and mobile banking: A private bank example

In today's digital age, technological developments affected many industries especially the banking industry. In the recent years, banks have started to change and renew their operations from manual to online systems. Techonological developments have impact on the competitiveness of this sector. Mainly, internet and mobile banking services are a major contributor for banks throughout this competition. Increasing customer demand, force banks to serve their customers in a better way. The purpose of this research is to evaluate the perceived service quality of the customers while using internet and mobile banking applications, which is the most important service used in the banking industry. A sample of this research, consists of customers using internet and mobile banking from Beykent and Esenyurt Branches' customers and bank staff at a private bank located in İstanbul. In this study, convenience sampling method was used for increasing reliability and a questionnaire was applied to 183 customers to measure the perceived service quality. In the survey form, a 5-point Likert scale was used to measure the questions about internet and mobile banking usage, demographic questions and the quality of internet and mobile banking services in regard to customers. Data were analyzed via SPSS 22.0 program. As a result, participants perceived service quality among the factors; internet and mobile banking's efficiency, customer services, fulfillment, privacy and security, accessibility, design, e-trust, e-satisfaction, and e-loyalty were evaluated as high levels in a private Turkish bank.