Consumers' perception of electronic service quality: An application on users individual internet banking

ABSTRACT MASTER THESIS CONSUMERS' PERCEPTION OF ELECTRONIC SERVICE QUALITY: AN APPLICATION ON USERS INDIVIDUAL INTERNET BANKING Gökhan KARADİREK 2014, XV + 143 pages. Since Internet Banking has offered opportunities to the banks and the costumers of those banks, it has become a service which attracts attention all around the world. This interest in internet banking has also forced the banks in Turkey to offer their services via quality virtual mediums, like the banks in other countries. Bank customers are able to do all of their banking activities but withdrawal from anywhere where there is internet connection. Internet banking is a great time saver for those who are unable to find an opportunity to go to the bank or for those who have the opportunity but want to do something else. Internet Banking also provides certain advantages to banks. While the banks, permanently updating the quality of their internet banking services in line with the technology, are gaining cost saving and advantages in competition, they can also make their current and potential customers satisfied and loyal to them. This research study aims to investigate the factors that affect the bank customers' use and adoption of internet banking and to make a general evaluation related to the results. In order to achieve this goal, a survey has been conducted to the users of individual internet banking services. In total, 519 surveys have been evaluated and analysed on SPSS 15.0. Key words: Internet Banking, Electronic Banking, Electronic Commerce, Electronic Service, Service Marketing.