Unravelling the dynamics of digital banking transformation: Insights from Türkiye

Advances in technology have permeated every facet of our lives, instigating disruptive transformations in how we work, live, communicate, and manage our personal affairs, alongside substantial impacts on businesses. Among the sectors significantly shaped by these technological strides, perhaps the banking and financial industry is the most profoundly affected one. The integration of cutting-edge technologies has revolutionized traditional financial services, fostering innovation, efficiency, and accessibility. While the COVID-19 pandemic reshaped the global landscape, the financial sector witnessed a profound shift in consumer behaviour, with digital banking adoption emerging as a critical phenomenon. This dissertation investigates the dynamics of digital banking adoption in Türkiye shortly after the pandemic. The study delves into an exploration of factors shaping users' perceptions and behaviours within the realm of digital banking. This research leverages a novel framework by integrating the established Technology Acceptance Model (TAM) and Information Systems Success (ISS) models, along with additional constructs, to provide a comprehensive understanding of digital banking dynamics. The research employs the powerful tool of structural equation modelling (SEM) using SmartPLS software, enabling a rigorous and in-depth examination of the intricate relationships and dependencies within the proposed framework. While the pandemic's direct moderating effect was not significant, our findings highlighted the crucial role of user perceptions in shaping both satisfaction and adoption. Information quality, system quality, and user-friendly interfaces emerged as key drivers of perceived ease of use and, consequently, satisfaction and intention to use. Additionally, perceived innovativeness directly influenced intention to use, suggesting user preference for feature-rich platforms. Unexpectedly, self-efficacy did not moderate the relationships between key variables, potentially due to the time frame studied. These findings offer valuable insights for policymakers and financial institutions seeking to optimize digital banking strategies in post-pandemic Türkiye by prioritizing user interface design, information quality, and innovative features to facilitate user experience and drive sustainable adoption, revealing the intricate relationship between perceived security & risk, user satisfaction, and intention to use digital banking platforms. The empirical evidence generated from the Turkish context contributes valuable knowledge to the evolving field of digital banking adoption following unprecedented global events. Keywords: Digital Banking, Fintech, COVID-19, Digital Banking Adoption, Türkiye