Müşterilerin Mobil Ödeme Hizmetleri Kullanım Davranışlarını ve Kullanıcı Tatminini Etkileyen Faktörlerin İncelenmesi

Year 2021, Volume: 36 Issue: 1, 171 - 190, 31.03.2021

Esma Durukal , Kevser Arman

https://doi.org/10.24988/ije.202136112

Cited By: 1

Abstract

Geleneksel ödeme yöntemlerine alternatif bir ödeme aracı olan mobil ödeme hizmetleri kullanıcılara sağladığı sayısız avantaja rağmen halâ dünyada yaygın olarak kullanılmamaktadır. Son yıllarda mobil teknolojilere artan ilgi mobil ödeme hizmetleri kavramını gündeme getirmektedir. Bu çalışmanın amacı tüketicilerin mobil ödeme hizmetleri kullanımını öngörebilecek ana faktörlerin test edilmesinin yanı sıra böyle bir sistemi kullanmanın müşteri memnuniyetine sağlayabileceği katkıyı araştırmaktır. Çalışmada ele alınan IS Success modeli mobil ödeme hizmetlerinin başarısını ölçmeyi sağlarken, UTAUT ise mobil ödeme hizmetlerinin başarılı olmasına yol açan faktörleri ortaya koymaktadır. Araştırmada 246 kullanıcıya anket yapılmış, araştırma sonuçları yapısal eşitlik modeli LISREL programı ile analiz edilmiştir.

Keywords

Mobil ödeme, UTAUT modeli, IS Success modeli, Müşteri tatmini

Examination of Factors Affecting the Customers' Mobile Payment Services Usage Behavior and User Satisfaction

Abstract

Mobile payment services, which are an alternative payment method to traditional payment methods, are still not widely used in the world despite the numerous advantages that they provide to users. The increasing interest in mobile technologies in recent years brings the concept of mobile payment services to the agenda. The aim of this study is to test the main factors that can predict the use of mobile payment services by consumers, as well as to investigate the contribution that using such a system can provide to customer satisfaction. While the IS Success model discussed in the study allows to measure the success of mobile payment services, UTAUT reveals the factors leading to the success of mobile payment services. In the research, 246 users were surveyed and the results of the research were analyzed with the structural equation model LISREL program.

Keywords

Mobile payment, UTAUT, IS success, cusstomer satisfaction

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