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Bankacılıkta Yeni Nesil Şube Uygulamalarının Müşteri Memnuniyeti Üzerindeki Etkisinde Finansal Okuryazarlığın Aracı Rolü

Year 2024, , 189 - 216, 16.04.2024
https://doi.org/10.33203/mfy.1341476

Abstract

Bu çalışmanın amacı, bankacılıkta yeni nesil şube uygulamalarının müşteri memnuniyeti üzerindeki etkisinde finansal okuryazarlığın aracı rolünü belirlenmektir. Çalışmada, “Yeni nesil şube uygulamaları Ölçeği”, “Müşteri Bağlılığı Ölçeği” ve “Müşteri Memnuniyeti Ölçeği” kullanılmıştır. Araştırmacı tarafından ön görülen ve araştırma sorularına cevap verebilmek üzere araştırma modeli geliştirilmiştir. Araştırma modeli ile birlikte değişkenler arasındaki hipotetik ilişkiler incelenmiştir. Toplanan veriler, IBM SPSS AMOS Sürüm 25 ve YEM kullanılarak test edilmiş ve model için varsayımlar karşılanarak maksimum olabilirlik tahmini uygulanmıştır. Araştırma bulgularına göre, katılımcıların Yeni Nesil Şube Uygulamalarına yönelik algı düzeyleri ile Müşteri Memnuniyeti arasındaki ilişkide Finansal Okuryazarlık bilgisinin tam aracılık rolünün olduğu tespit edilmiştir.

References

  • Ağaç, S. (2020). Dijital Okuryazarlığın Finansal Okuryazarlık Üzerine Etkisi: Batı Akdeniz Örneği Yayınlanmamış Yüksek Lisans Tezi. Süleyman Demirel Üniversitesi Sosyal Bi-limler Enstitüsü, İsparta.
  • Aladwani, A. M. (2001). Change Management Strategies for Successfiıl ERP Implementation. Mcb Up Ltd. Retrieve From Https//Doi.Org/10.1108/1463 7150110392764.
  • Azouzi, D. (2009). The Adoption of Electronic Banking In Tunisia: an Exploratory Study. The Journal of Internet Banking And Commerce, 14, 1-11.
  • Beal, D.J., & Delpachitra, S.B., (2003), Financial Literacy Among Australian University Students, Economic Papers, 22(1), 65-78.
  • Bihari, S. C., & Shukla, S., (2012), Financial Literacy: Mutual Funds, Scms Journal of Indian Management, India.
  • Boateng, R., & Molla, A. (2006). Developing E-Banking Capabilities in Ghanaian Bank: Preliminary Lessons. Journal of Internet Banking And Commerce, 11(2). retrived from http:// www.arraydev.com/commerce/jibc/2006-08/boateng.asp. Pdf (11.02.2022)
  • Broderick, A. J., & Vachirapompuk, S. (2002). Service Quality In Internet Banking: The Importance Of Customer Role. Marketing Intelligence & Planning, 20(6), 327-335.
  • Capuano, A., & Ramsay, I. (2011). What Causes Suboptimal Financial Behaviour? An Exploration of Financial Literacy, Social Influences and Behavioural Economics. An Exploration of Financial Literacy, Social Influences and Behavioural Economics (March 23, 2011). U Of Melbourne Legal Studies Research Paper, (540).
  • Clark, M. (2009). User Friendly E-Banking: A Survey of Online E-Banking Retail Initiatives. in Communications of The Acm, 47(1), 99-102.
  • Davis, Fd., 1989. Perceived Usefulness, Perceive Ease of Use and User Acceptance of Information Technology, Mis Quarterly, 13: 319-339.
  • Deuflhard, F., Georgarakos, D. & Inderst, R. (2018). Financial Literacy and Savings Account Returns, Journal of The European Economic Association, 17(1), Pp. 131-164.
  • Dijifi, (2023). Geleceğin Dijital Şubeleri, https://www.dijifi.org/2018/10/gelecegin-subeleri. html?m=, Pdf (11.02.2023)
  • Erol, İ., Çinar, S. & Duramaz, S. (2015). Bankaların Yeni Gelir Kaynağı: Elektronik Bankacılık işlem Ücretleri, Türk Bankacılık Sektöründe Banka Kârlılığı Üzerindeki Etkisi. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 15 (2), 1-22.
  • Gonzalez, M. E., Quesada, G., Picado, F., & Eckelman, C. A. (2004). Customer Satisfaction Using Qfd: An E-Banking Case. Managing Service Quality, 14(4), 317-330. Retrieved From https://doi.Org/10.l 108/09604520410546851.
  • Hilgert, M., Hogarth, J. & Beverly, S. (2003), Household Financial Management: The Connection Between Knowledge And Behaviour, Federal Reserve Bulletin, 309-322.
  • Jariwala, H., & Sharma, M. (2011). Financial Literacy: A Cali for an Attention. Conference on Inclusive & Sustainable Growth Role of Industry. Government and Society Conference Proceedings.
  • Jayawardhena, C. & Foley, P., (2000). Changes in The Banking Sector-The Case of Internet Banking in The UK. Internet Research, 10(1), 19-31.
  • Khan, I. (2012). Impact of Customers Satisfaction and Customers Retention on Customer Loyalty.International Journal of Scientific and Technology Research 1(2), 106-110.
  • Kotler, P., & Keller, K.L. (2006). Marketing Management 12e. Upper Saddle River: Pearson Education Inc.
  • Lichtenstein, S., & Williamson, C. (2006). Understanding Consumer Adoption of Internet Banking: An Interpretive Study in The Australian Banking Context. Journal of Electronic Commerce Research, 7(2), 50-66.
  • Mindra, R., & Moya, M. (2017). Financial Self-Efficacy: A Mediator in Advancing Financial Inclusion. EDI, 2(36), 128-149. https://doi.org/10.1108/edi-05-2016-0040
  • Ongkasuwan, M., & Tantichattanon, W. (2002, October). A Comparative Study of Internet Banking in Thailand. in First National Conference on Electronic Business, Bangkok, http:// www.ecommerce.or.th/nceb2002/paper/55- a_comparative_study.pdf. (11.02.2023)
  • Öncü, M. A., Kutukiz, D., & Koçoğlu, C. M. (2010). Hizmet Kalitesinin Ölçülmesi ve Bankacılık Sektöründe Bir Uygulama. Muhasebe ve Finansman Dergisi, (45), 237-252.
  • Özkan, T. (2003). Finansal Hizmetlerin Ulaştığı Bir Uç Nokta: Elektronik Bankacılık . Öneri Dergisi, 5 (20) , 73-81 . Doi: 10.14783/Maruoneri.681213.
  • Öztürk, E., (2014), Finansal Okuryazarlık ve Para Yönetimi: Süleyman Demirel Üniversitesi Akademik Personel Üzerine Bir Uygulama, Yayınlanmamaış Yüksek Lisans Tezi, Süley¬man Demirel University Sosyal Bilimler Enstitüsü, İsparta.
  • PACFL, (2008). President’s Advisory Council on Financial Literacy, Annual Report to The President. Pikkarainen, T., Pikkarainen, K., Karjaluoto, H. & Pahnila, S., (2004). Consumer Acceptance of Online Banking: an Extension of The Technology Acceptance Model. Internet Research, 14(3), 224-235.
  • Raman, M., Stephenaus, R., Alam, N., & Mudiarasan, K. (2008). Information Technology in Malaysia: E-Service Quality and Uptake of Internet Banking. Journal of Internet Banking and Commerce. 13. 1-18.
  • Riaz, S., Vd., (2022). Influence of Financial Social Agents and Attitude Toward Money on Financial Literacy: The Mediating Role of Financial Self-Efficacy and Moderating Role of Mindfulness. Sage Öpen, 3(12), 1-16. https://doi.org/10.1177/21582440221117140
  • Remund, D. L. (2010). Financial Literacy Explicated: The Case for A Clearer Definition in An Increasingly Complex Economy. Journal Of Consumer Affairs, 44(2):276-295.
  • Schagen, S., & Lines, A. (1996), Financial Literacy in Adult Life. National Foundation For Educational Research. Shrout, P., & Bolger, N. (2002). Mediation in Experimental And Nonexperimental Studies: New Procedures and Recommendations. Psychological Methods, 7(4), 422.
  • SSRS Research. (2016). Available: http://ssrs.com/wp-content/uploads/2016/06/customer-sat- isfaction- ssrs-2016-copy., Pdf (11.02.2023)
  • Tabachnick, B. G., Fidell, L. S., & Ullman, J. B. (2013). Using multivariate statistics (Vol. 6, 497-516). Boston, MA: pearson
  • Tahir, M. S., Richards, D. W., & Ahmed, A. D. (2023). The Role of Financial Risk-Taking Attitude in Personal Finances and Consumer Satisfaction: Evidence from Australia. IJBM, 4(41), 787-809. https://doi.org/10.1108/ijbm-09-2022-0431
  • Türkiye Bankalar Birliği, (2023). https://www.tbb.org.tr/tr, (11.02.2023)
  • Timur, M. N. (2006). Banka ve Sigorta Pazarlaması, Anadolu Üniversitesi-Açıköğretim Fakül-tesi Yayınlan, Eskişehir.
  • Vasiljeva, T., & Lukanova, K., (2016). Commercial Banks and Fintech Companies in The Digital Transformation: Challenges for The Future, Journal of Business Management, 11: 25-33.
  • Worthington, A. (2006), Predicting Financial Literacy in Australia, Financial Services Review, 15(1), 59-79.
  • Xiao, J. J., & Porto, N. (2017). Financial Education and Financial Satisfaction. IJBM, 5(35), 805-817. https://d0i.0rg/l 0.1108/ijbm-01-2016-0009
  • Ye, J., & Kulathunga, K. (2019). How Does Financial Literacy Promote Sustainability in Smes? A Developing Country Perspective. Sustainability, 10(11), 2990. https://doi.org/10.3390/ sul1102990
  • Young, P. V. (1968). Bilimsel Sosyal İncelemeler ve Araştırma (Çev. G. Bingöl ve N. İşçil). Ankara: Ege Matbaası.
  • Yoo, B., & Donthu, N. (2001). Developing A Scale to Measure the Perceived Quality of An Internet Shopping Site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-45.
  • Zaini, M. (2022). The Role of Financial Management Behavior in Mediating The Relationship Between Financial Attitudes and Financial Literacy: Study of Msmes Using E-Wallets in Pontianak City - Indonesia. Jicp, 3(5). https://doi.org/10.32535/jicp.v5i3.1785
Year 2024, , 189 - 216, 16.04.2024
https://doi.org/10.33203/mfy.1341476

Abstract

References

  • Ağaç, S. (2020). Dijital Okuryazarlığın Finansal Okuryazarlık Üzerine Etkisi: Batı Akdeniz Örneği Yayınlanmamış Yüksek Lisans Tezi. Süleyman Demirel Üniversitesi Sosyal Bi-limler Enstitüsü, İsparta.
  • Aladwani, A. M. (2001). Change Management Strategies for Successfiıl ERP Implementation. Mcb Up Ltd. Retrieve From Https//Doi.Org/10.1108/1463 7150110392764.
  • Azouzi, D. (2009). The Adoption of Electronic Banking In Tunisia: an Exploratory Study. The Journal of Internet Banking And Commerce, 14, 1-11.
  • Beal, D.J., & Delpachitra, S.B., (2003), Financial Literacy Among Australian University Students, Economic Papers, 22(1), 65-78.
  • Bihari, S. C., & Shukla, S., (2012), Financial Literacy: Mutual Funds, Scms Journal of Indian Management, India.
  • Boateng, R., & Molla, A. (2006). Developing E-Banking Capabilities in Ghanaian Bank: Preliminary Lessons. Journal of Internet Banking And Commerce, 11(2). retrived from http:// www.arraydev.com/commerce/jibc/2006-08/boateng.asp. Pdf (11.02.2022)
  • Broderick, A. J., & Vachirapompuk, S. (2002). Service Quality In Internet Banking: The Importance Of Customer Role. Marketing Intelligence & Planning, 20(6), 327-335.
  • Capuano, A., & Ramsay, I. (2011). What Causes Suboptimal Financial Behaviour? An Exploration of Financial Literacy, Social Influences and Behavioural Economics. An Exploration of Financial Literacy, Social Influences and Behavioural Economics (March 23, 2011). U Of Melbourne Legal Studies Research Paper, (540).
  • Clark, M. (2009). User Friendly E-Banking: A Survey of Online E-Banking Retail Initiatives. in Communications of The Acm, 47(1), 99-102.
  • Davis, Fd., 1989. Perceived Usefulness, Perceive Ease of Use and User Acceptance of Information Technology, Mis Quarterly, 13: 319-339.
  • Deuflhard, F., Georgarakos, D. & Inderst, R. (2018). Financial Literacy and Savings Account Returns, Journal of The European Economic Association, 17(1), Pp. 131-164.
  • Dijifi, (2023). Geleceğin Dijital Şubeleri, https://www.dijifi.org/2018/10/gelecegin-subeleri. html?m=, Pdf (11.02.2023)
  • Erol, İ., Çinar, S. & Duramaz, S. (2015). Bankaların Yeni Gelir Kaynağı: Elektronik Bankacılık işlem Ücretleri, Türk Bankacılık Sektöründe Banka Kârlılığı Üzerindeki Etkisi. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 15 (2), 1-22.
  • Gonzalez, M. E., Quesada, G., Picado, F., & Eckelman, C. A. (2004). Customer Satisfaction Using Qfd: An E-Banking Case. Managing Service Quality, 14(4), 317-330. Retrieved From https://doi.Org/10.l 108/09604520410546851.
  • Hilgert, M., Hogarth, J. & Beverly, S. (2003), Household Financial Management: The Connection Between Knowledge And Behaviour, Federal Reserve Bulletin, 309-322.
  • Jariwala, H., & Sharma, M. (2011). Financial Literacy: A Cali for an Attention. Conference on Inclusive & Sustainable Growth Role of Industry. Government and Society Conference Proceedings.
  • Jayawardhena, C. & Foley, P., (2000). Changes in The Banking Sector-The Case of Internet Banking in The UK. Internet Research, 10(1), 19-31.
  • Khan, I. (2012). Impact of Customers Satisfaction and Customers Retention on Customer Loyalty.International Journal of Scientific and Technology Research 1(2), 106-110.
  • Kotler, P., & Keller, K.L. (2006). Marketing Management 12e. Upper Saddle River: Pearson Education Inc.
  • Lichtenstein, S., & Williamson, C. (2006). Understanding Consumer Adoption of Internet Banking: An Interpretive Study in The Australian Banking Context. Journal of Electronic Commerce Research, 7(2), 50-66.
  • Mindra, R., & Moya, M. (2017). Financial Self-Efficacy: A Mediator in Advancing Financial Inclusion. EDI, 2(36), 128-149. https://doi.org/10.1108/edi-05-2016-0040
  • Ongkasuwan, M., & Tantichattanon, W. (2002, October). A Comparative Study of Internet Banking in Thailand. in First National Conference on Electronic Business, Bangkok, http:// www.ecommerce.or.th/nceb2002/paper/55- a_comparative_study.pdf. (11.02.2023)
  • Öncü, M. A., Kutukiz, D., & Koçoğlu, C. M. (2010). Hizmet Kalitesinin Ölçülmesi ve Bankacılık Sektöründe Bir Uygulama. Muhasebe ve Finansman Dergisi, (45), 237-252.
  • Özkan, T. (2003). Finansal Hizmetlerin Ulaştığı Bir Uç Nokta: Elektronik Bankacılık . Öneri Dergisi, 5 (20) , 73-81 . Doi: 10.14783/Maruoneri.681213.
  • Öztürk, E., (2014), Finansal Okuryazarlık ve Para Yönetimi: Süleyman Demirel Üniversitesi Akademik Personel Üzerine Bir Uygulama, Yayınlanmamaış Yüksek Lisans Tezi, Süley¬man Demirel University Sosyal Bilimler Enstitüsü, İsparta.
  • PACFL, (2008). President’s Advisory Council on Financial Literacy, Annual Report to The President. Pikkarainen, T., Pikkarainen, K., Karjaluoto, H. & Pahnila, S., (2004). Consumer Acceptance of Online Banking: an Extension of The Technology Acceptance Model. Internet Research, 14(3), 224-235.
  • Raman, M., Stephenaus, R., Alam, N., & Mudiarasan, K. (2008). Information Technology in Malaysia: E-Service Quality and Uptake of Internet Banking. Journal of Internet Banking and Commerce. 13. 1-18.
  • Riaz, S., Vd., (2022). Influence of Financial Social Agents and Attitude Toward Money on Financial Literacy: The Mediating Role of Financial Self-Efficacy and Moderating Role of Mindfulness. Sage Öpen, 3(12), 1-16. https://doi.org/10.1177/21582440221117140
  • Remund, D. L. (2010). Financial Literacy Explicated: The Case for A Clearer Definition in An Increasingly Complex Economy. Journal Of Consumer Affairs, 44(2):276-295.
  • Schagen, S., & Lines, A. (1996), Financial Literacy in Adult Life. National Foundation For Educational Research. Shrout, P., & Bolger, N. (2002). Mediation in Experimental And Nonexperimental Studies: New Procedures and Recommendations. Psychological Methods, 7(4), 422.
  • SSRS Research. (2016). Available: http://ssrs.com/wp-content/uploads/2016/06/customer-sat- isfaction- ssrs-2016-copy., Pdf (11.02.2023)
  • Tabachnick, B. G., Fidell, L. S., & Ullman, J. B. (2013). Using multivariate statistics (Vol. 6, 497-516). Boston, MA: pearson
  • Tahir, M. S., Richards, D. W., & Ahmed, A. D. (2023). The Role of Financial Risk-Taking Attitude in Personal Finances and Consumer Satisfaction: Evidence from Australia. IJBM, 4(41), 787-809. https://doi.org/10.1108/ijbm-09-2022-0431
  • Türkiye Bankalar Birliği, (2023). https://www.tbb.org.tr/tr, (11.02.2023)
  • Timur, M. N. (2006). Banka ve Sigorta Pazarlaması, Anadolu Üniversitesi-Açıköğretim Fakül-tesi Yayınlan, Eskişehir.
  • Vasiljeva, T., & Lukanova, K., (2016). Commercial Banks and Fintech Companies in The Digital Transformation: Challenges for The Future, Journal of Business Management, 11: 25-33.
  • Worthington, A. (2006), Predicting Financial Literacy in Australia, Financial Services Review, 15(1), 59-79.
  • Xiao, J. J., & Porto, N. (2017). Financial Education and Financial Satisfaction. IJBM, 5(35), 805-817. https://d0i.0rg/l 0.1108/ijbm-01-2016-0009
  • Ye, J., & Kulathunga, K. (2019). How Does Financial Literacy Promote Sustainability in Smes? A Developing Country Perspective. Sustainability, 10(11), 2990. https://doi.org/10.3390/ sul1102990
  • Young, P. V. (1968). Bilimsel Sosyal İncelemeler ve Araştırma (Çev. G. Bingöl ve N. İşçil). Ankara: Ege Matbaası.
  • Yoo, B., & Donthu, N. (2001). Developing A Scale to Measure the Perceived Quality of An Internet Shopping Site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-45.
  • Zaini, M. (2022). The Role of Financial Management Behavior in Mediating The Relationship Between Financial Attitudes and Financial Literacy: Study of Msmes Using E-Wallets in Pontianak City - Indonesia. Jicp, 3(5). https://doi.org/10.32535/jicp.v5i3.1785
There are 42 citations in total.

Details

Primary Language Turkish
Subjects Banking and Insurance (Other)
Journal Section Articles
Authors

Serkan Demirel 0000-0002-7285-1504

Zahraa Alfuraiji 0009-0004-2604-2636

Early Pub Date April 16, 2024
Publication Date April 16, 2024
Submission Date August 11, 2023
Published in Issue Year 2024

Cite

APA Demirel, S., & Alfuraiji, Z. (2024). Bankacılıkta Yeni Nesil Şube Uygulamalarının Müşteri Memnuniyeti Üzerindeki Etkisinde Finansal Okuryazarlığın Aracı Rolü. Maliye Ve Finans Yazıları(121), 189-216. https://doi.org/10.33203/mfy.1341476

Dergi özellikle maliye, finans ve bankacılık alanlarında faaliyet göstermektedir.