Evaluation of quality concepts of mobile and internet banking users: An application in Konya province

The banking sector is at the forefront of the sectors that follow internet technologies fast. In the banking sector, mobile and internet banking has developed rapidly due to its positive cost contribution and contribution to customer satisfaction as it is used instead of reaching its customers through branches and individual representatives. In today's world, while the competition between banks is done through mobile banking and internet banking, only internet banks have started to be established. In this study, in order to measure the satisfaction of people using mobile and internet banking, a questionnaire was applied to 390 people selected by random sampling method in the central district of Konya. In the first part of the questionnaire, there are questions about the demographic characteristics of the participants, and in the second part, there are scale questions in the form of a 5-point likert. In the last part, there are questions about the preference order of the banks preferred in internet and mobile banking use or the preference order of the transactions made. As a result, 98% of the respondents stated that they are generally satisfied when using mobile banking or internet banking. In addition, T test and Anova test applications were also used to examine the relationships between the groups in the study, and while owning a house means having middle and upper class economic welfare, this level of wealth also affected the perspective on banking services. Finally, 3 different models were established with the least squares method, and a one-unit increase in the opinion that people do not have problems in accessing the site increased the thought of finding the site sufficient by 0,316 units.