A research on customer satisfaction in mobile banking services

While meeting the customer demands, the quality of the products and services offered by the service companies plays an important. Providing more quality services and giving confidence is one of the most important thing that will make a company stand out in the competition. Ensuring customer satisfaction as a result of the quality of services provided within the banking sector is extremely important. Today, with rapid improvements, mobile banking, one of the alternative delivery tools in electronic banking, has gained a significant place among the banking transactions. The purpose of this thesis is revealing the relationship and effect between the variables that make mobile banking customers satisfied with the service they receive. In addition, it is aimed to determine whether customer satisfaction in mobile banking services are differenciated according to some demographic variables. For this purpose, people whose age is over 18, who live in İstanbul, who are customers of a private bank and who use mobile banking were searched. In this direction, 462 people participated. The data needed in the study was collected by using the questionnaire technique which is one of the quantitative research methods. The data obtained were analyzed in SPSS 22 program. According to the results of the study, the most important factors affecting customer satisfaction in mobile banking are respectively ease of use, customer support, service security, performance, safety reliability, service content and transactions efficiency. It was found that the level of education, age, income, the time period of using mobile banking and the frequency of using mobile banking were effective on customer satisfaction in mobile banking.