Abstract
In banking industry where there is a high competition, many banking services are now being given
using mobile applications. However, the expected benefit from mobile banking applications can be
gained if bank customers adopt these applications. The quality of mobile banking applications is
directly related to their adoption. Therefore, it is important to determine the quality level of mobile
banking applications and the relative importance given by users to different quality factors of such
applications so that improvement efforts can be rightly guided. In this study, customer satisfaction
from mobile banking applications of several banks operating in Turkey and the importance given by
them to different quality factors are investigated. For this purpose, data were collected from 150
mobile banking users. The collected data were analyzed using ANOVA and Analytic Hierarchy
Process (AHP). The analyses show that customers are generally satisfied with mobile banking
applications. Also, according to users, functionality is the most important quality factor followed in
order by content, customer service and interface design.