The role of quality, customer satisfaction, trust and hedonic factors in the use of mobile banking applications

In this study, the effect of the quality of mobile banking applications of banks in Turkey on the usage intentions of bank customers was examined in line with the opinions of bank customers. The main purpose of this study is; examined the relationship between the quality of mobile banking applications (information quality - service quality - system quality) variables (customer satisfaction, trust, hedonic effect) and, on the other hand, the effect of the scales (customer satisfaction, trust, hedonic effect) on intention. In the research, data were collected by survey method. The survey form in question consists of four parts. These seven different scales were included in the research. It is mentioned separately which researchers developed it. The scales used were a 5-point Likert scale. Validity and reliability of the scales were conducted. The data obtained from the survey was analyzed on a computer using the SPSS 22.0 statistical program. When looking at the results of the research, regression analysis was made between the independent variables (Information Quality, Service Quality, System Quality) and the dependent variable (Satisfaction) in model 1 of the research. Since the p value of the variables (0.05) was found to be small, there was no statistical difference between the independent variables and the dependent variables. It was determined that there was a significant relationship. Regression analysis of the results between the independent variables (Information Quality, Service Quality, System Quality) and the dependent variable (Trust) in model 2 was conducted. Since the p value (0.05) of the variables was found to be small, there was a statistically significant relationship between the independent variables and the dependent variables. Has been detected. Regression analysis of the results between the independent variables (Information Quality, Service Quality, System Quality) and the dependent variable (Hedonic) in model 3 was performed. Since the p value (0.05) of the variables was found to be small, there was a statistically significant relationship between the independent variables and the dependent variables. Has been detected. Regression analysis of the results was made between the independent variables (Satisfaction, Trust, Hedonic) and the dependent variable (Intention) in model 4. Since the p value of the variables was found to be small (0.05) for the two variables, there was a statistically significant relationship between the independent variables and the dependent variables. Since the p value for another variable was found to be (0.873) over (0.05), there is no significant relationship between this independent variable and the dependent variable. However, since reaching all mobile banking users across Turkey and including them in the sample may create difficulties in terms of both cost and time in the implementation of the survey, the survey was randomly distributed to 408 people in Ankara and mobile banking users were included in the sample. Thus, a limited sample of these people was used in our research.