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Bankacılık Sektöründe İnternet Sitesi Kalitesi Boyutlarının (Kriterlerinin) Önem Derecesinin Belirlenmesi

Yıl 2013, Cilt: 11 Sayı: 1, 146 - 162, 01.03.2013

Doç. Dr. Talha Ustasüleyman

Öz

The rapid development of Internet and e-business has increased internet customers on the banking and financial sectors. Websites are the first point of contact between a company and their customers and can increase customers’ loyalty to their banks. The purpose of this paper is to determine the priorities of website quality on banking sector. For this purpose, website quality are decomposed into four groups as information quality, service quality, system quality and vendor-specific quality in this study and then hierarchical structure is established. The hierarchical structure which is developed for this study is evaluated by using Analytic Hierarchy Process (AHP) methodology. Our study shows that the service quality is the most important criteria for website quality of banks.

Anahtar Kelimeler

Website quality banking sector analytic hierarchy process

Kaynakça

  • AGARWAL, R. RASTOGI, S. ve MEHROTRA A. (2009), ―Customers’ Perspectives Regarding E-Banking in An Emerging Economy‖, Journal of Retailing and Consumer Services, 16(5), 340-351.
  • AHN, T., RYU, S., ve HAN, I. (2007), ―The Impact of Web Quality and Playfulness On User Acceptance of Online Retailing‖, Information and Management, 44(3), 263–275.
  • BAI, B., LAW, R., ve WEN, I. (2008), ―The Impact of Website Quality On Customer Satisfaction and Purchase Intentions: Evidence From Chinese Online Visitors‖, International Journal of Hospitality Management, 27(3), 391– 402.
  • BAKOS, J.Y. (1997), ―Reducing Buyer Search Costs: Implications for Electronic Marketplaces‖, Management Science, 43, 1676–1679.
  • CARRASCO; R. A.; MUNOZ-LEIVA, F., FERNANDEZ, J. S. Francisco ve CABANILLAS L. (2012), ―A Model for The Integration of EFinancial Services Questionnaires with SERVQUAL Scales Under Fuzzy Linguistic Modeling‖ Expert Systems with Applications, 1-13.
  • CASS , A. O ve CARLSON J. (2012). ―An E-Retailing Assessment of Perceived Website-Service Innovativeness: Implications for Website Quality Evaluations, Trust, Loyalty and Word of Mouth‖, Australasian Marketing Journal, (20), 28–36
  • CHANG, C.-W., WU, C.-R.; LIN, C.-T. ve LIN H.-L. (2007). ―Evaluating Digital Video Recorder Systems Usinganalytic Hierarchy and Analytic Network Processes‖, Information Sciences, 177, 3383–3396.
  • CHENG, E.W.L. and LI, H. (2001), ―Analytic Hierarchy Process: An Approach to Determine Measures for Business Performance‖, Measuring Business Excellence, 5 (3), 30-37.
  • CHENG, E.W.L. ve LI H (2003), ―Utility of Consistency Measure In The Analytic Hierarchy Process Construction Innovation: Information, Process‖, Management, 3 (4), 231-247.
  • CHENG, T.C.E., LAM D.Y.C., YEUNG, A.C.L.. (2006), ―Adoption of Internet Banking: An Empirical Study in Hong Kong‖, Decision Support Systems, 42, 1558–1572.
  • CHOU, W.-C. and CHENG, Y.-P. (2012), ―A Hybrid Fuzzy MCDM Approach For Evaluating Website Quality of Professional Accounting Firms‖, Expert Systems with Applications, 39 (3), 15, 2783-2793.
  • DEY, P. K. and RAMCHARAN E. K. (2008), ―Analytic Hierarchy Process Helps Select Site for Limestone Quarry Expansion in Barbados‖ Journal of Environmental Management, 88, 1384–1395.
  • FAN, W. S. ve TSAI, M. C. (2010), ―Factors Driving Website Success - The Key Role of Internet Customisation and The Influence Of Website Design Quality And Internet Marketing Strategy‖, Total Quality Management & Business Excellence, 21 (11), 1141-1159.
  • FEATHERMAN, M.S. ve PAVLOU, P.A. (2002), ―Predicting EServices Adoption: A Perceived Risk Facets Perspective‖, Eighth Americas Conference on Information Systems, 1034–1046.
  • FLAVIAN, C., GUINALIU, M. ve TORRES, E. (2006), ―How Bricks and Mortar Attributes Affect Online Banking Adoption‖, International Journal of Bank Marketing, 24 (6), 406-423.
  • GREGG, D. G. ve WALCZAK, S. (2010), ―The Relationship Between Website Quality, Trust And Price Premiums at Online Auctions‖, Electronic Commerce Research, 10 (1), 1-25.
  • GURUMURTHY, A. ve KODALI R. (2012), ―An Application of Analytic Hierarchy Process For The Selection of A Methodology To Improve The Product Development Process‖ Journal of Modelling in Management, 7 (1), 97 - 121
  • HO, W. Dey, PRASANTA K. ve LOCKSTROM M. (2011), ―Strategic Sourcing: A Combined QFD and AHP Approach In Manufacturing‖ Supply Chain Management: An International Journal, 16 (6), 446 – 461.
  • HUR, Y., YONG J. K. ve JOSEPH V. (2011), ―A Structural Model of The Relationships Between Sport Website Quality, E-Satisfaction, and ELoyalty‖, Journal of Sport Management, 25, 458-473.
  • ISHIZAKA, A. ve LABIB A. (2011). ―Selection of New Production Facilities with The Group Analytic Hierarchy Process Ordering Method‖, Expert Systems with Applications 38, 7317–7325.
  • JOINES, J.L., SCHERER, C.W., & SCHEUFELE, D.A. (2003), ―Exploring Motivations for Consumer Web Use And Their Implications for ECommerce‖ Journal of Consumer Marketing, 20, 90–108.
  • KANNAN V. (2010). ―Benchmarking The Service Quality of Ocean Container Carriers Using AHP‖, Benchmarking: An International Journal 17(5), 637 – 656.
  • KIM, H. ve LINDA S. N. (2009), ―The Impact of Website Quality on Information Quality, Value, and Loyalty Intentions in Apparel Retailing‖ Journal of Interactive Marketing, 23 (3), 221-233.
  • KIM, S. ve STOEL L. (2004), ―Apparel Retailers: Website Quality Dimensions and Satisfaction‖ Journal of Retailing and Consumer Services,‖ 11 (2), 109-117.
  • KIM, S. ve STOEL L. (2004), ―Dimensional Hierarchy of Retail Website Quality‖, Information & Management, 41(5), s. 619-633.
  • KUAN, H.-H.; BOCK, G.-W. ve VATHANOPHAS, V. (2008), ―Comparing The Effects of Website Quality On Customer Initial Purchase and Continued Purchase At E-Commerce Websites‖, Behaviour & Information Technology, 27 (1), 3-16.
  • LAM, P.K. and CHIN, K.S. (2005), ―Identifying and Prioritizing Critical Success Factors For Conflict Management in Collaborative New Product Development‖, Industrial Marketing Management, 34, 761– 772.
  • LEE, K.-W., TSAI, M.-T. ve MARIA C. L. L. (2011), ―From Marketplace To Marketspace: Investigating The Consumer Switch To Online Banking‖ Electronic Commerce Research and Applications, 10, 115–125.
  • LEE, Y., ve KOZAR, K. A. (2006), ―Investigating The Effect of Website Quality on Ebusiness Success: An Analytic Hierarchy Process (AHP) Approach‖, Decision Support Systems, 42 (3), 1383–1401.
  • LI, Y.N., TAN, K.C., ve XIE, M. (2002), ―Measuring Web-Based Service Quality‖, Total Quality Management, 13, 685–700.
  • LIANG, C. J. ve CHEN H. J. (2009), ―A Study of The Impacts of Website Quality on Customer Relationship Performance‖ Total Quality Management & Business Excellence, 20 (9), 971-988.
  • LIBERATORE, M. J. ve NYDICK R. L. (2008), ―The Analytic Hierarchy Process in Medical and Health Care Decision Making: A Literature Review‖, European Journal of Operational Research, 189 (1), 194-207.
  • LIAO, Z. ve MICHAEL T. C. (2002), ―Internet-Based E-Banking and Consumer Attitudes: An Empirical Study‖ Information & Management, 39, 283–295.
  • LIN, H. F. (2007), The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-Commerce Context‖. Total Quality Management & Business Excellence, 18 (4), 363-378.
  • LUARN, P. ve LIN, H. (2005). ―Toward An Understanding of The Behavioral Intention To Use Mobile Banking‖, Computers in Human Behavior, 21, 873- 891.
  • MAENPAA, K. Kale, SUDHIR H., K., H. ve MESIRANTA N. (2008), ―Consumer Perceptions of Internet Banking in Finland: The Moderating Role of Familiarity‖ Journal of Retailing and Consumer Services, 15, 266–276. MAKLAN, S. ve KLAUS, P. (2011), ―Customer experience‖, International Journal of Market Research, 53 (6), 771-792.
  • PAPALEXANDROU, M.A., PILAVACHI, P.A. ve CHATZIMOURATIDIS A.I. (2008), ―Evaluation of Liquid Bio-Fuels Using The Analytic Hierarchy Process Process‖ Safety and Environment Protection, 86, 360–374.
  • PARASURAMAN, A., ZEITHAML, Valarie A., BERRY, Leonard L. (1985), ―A Conceptual Model of Service Quality and Its Implications for Future Research‖ Journal of Marketing, 49 (4), 41-50.
  • PARTOVI F. Y. (2007), ―An Analytical Model of Process Choice in The Chemical İndustry‖, International Journal of Production Economics, 105 (1), s. 213-227.
  • PETERS, M. ve ZELEWSKI S. (2008), ―Pitfalls in The Application of Analytic Hierarchy Process To Performance Measurement‖, Management Decision, 46 (7), 1039 – 1051.
  • PIKKARAINEN, T., PIKKARAINEN, K., KARJJALUOTO, H., PAHNILA, S.. (2004), ―Consumer Acceptance of Online Banking: An Extension of the Technology Acceptance Model‖, Internet Research, 14 (3), 224–235.
  • PUNNIYAMOORTY, M., PONNUSAMY, M. and LAKSHMI G. (2012), ―A Combined Application of Structural Equation Modeling (SEM) And Analytic Hierarchy Process (AHP) in Supplier Selection,‖ Bencmarking: An International Journal, 19 (1), 70-92.
  • RABABAH, O., MUHANNAD Al-S. ve RIZIK Al-S. (2011), ―A New Vision for Evaluating the Quality of E-Commerce Websites‖ International Journal of Advanced Corporate Learning, 4(1), 32-41.
  • RIFFAI , M. M. M. A., GRANT, K. ve EDGAR D. (2012), ―Big TAM in Oman: Exploring The Promise of On-Line Banking, Its Adoption By Customers And The Challenges of Banking In Oman‖ International Journal of Information Management, 32, 239– 250.
  • RIZAVI, S., SALMAN, K., MUNAWAR, M., RIZAVI M. ve HAIDER S. (2011), ―Website Quality of Higher Education Websites: Young User's Perception Interdisciplinary‖, Journal of Contemporary Research in Business, 3 (1), 370-376.
  • ROTCHANAKITUMNUAI, S. ve SPEECE, M. (2003), ―Barriers to Internet Banking Adoption: A Qualitative Study Among Corporate Customers in Thailand‖, International Journal of Bank Marketing, 21 (6), 312-323.
  • SAATY, T.L. (1986), ―Axiomatic Foundation of The Analytic Hierarchy Process‖, Management Science, 32 (7), 841-855.
  • SAATY, T. L. ve VARGAS, L. G. (1998), ―Diagnosis with Dependent Symptoms: Bayes Theorem and The Analytic Hierarchy Process‖, Operations Research, 46 (4), 491-502.
  • SANMUGAM, A. (2007). ―Factors Determining Consumer Adoption of Internet Banking‖, http://papers.ssrn.com/sol3/papers.cfm?abstract_id= 1021484# 03.09.2009
  • SOHAIL, M.S. ve SHANMUGHAM, B.. (2003), ―E-Banking and Customer Preferences in Malaysia: An Empirical Investigation‖, Information Sciences, 150, 207-217.
  • STANDIFIRD, S.S. (2001), ―Reputation and E-Commerce: eBay Auctions and The Asymmetrical Impact of Positive And Negative Ratings‖, Journal of Management 27, 279– 295.
  • SUBRAMANIAN, N. and RAMANATHAN, R. (2011), ―A Review of Applications of Analytic Hierarchy Process in Operations Management‖, Int. J. Production Economics, 1-70. VINODH, S., SHIVRAMAN, K.R. ve VISWESH S. (2012), ―AHPBased Lean Concept Selection in A Manufacturing Organization‖ Journal of Manufacturing Technology Management 23 (1), 124 - 136.
  • WATKINS, P. ve SMITH, M. (2008), ―Website Quality and Corporate Financial Performance‖, Journal of Accounting, Business & Management, 15 (1), 71-89.
  • WELLS, J. D., VALACICH, J. S. ve HESS, T. (2011), ―What Signal are You Sending? How Website Quality Influences Perceptions of Product Quality and Purchase Intentions‖, J. MIS Quarterly, 35 (2), s. 373-418.
  • WIND, Y. and SAATY, T.L, (1980), ―Marketing Applications of the Analytic Hierarchy Process‖, Management Science, 26 (7), 641-658.
  • WU, F. (2010), ―Housing Environment Preference of Young Consumers in Guangzhou, China: Using The Analytic Hierarchy Process‖ Property Management, 28 (3), 174 - 192.
  • YANG, Z., CAI, S., ZHOU, Z., & ZHOU, N. (2005), ―Development and Validation of An Instrument To Measure User Perceived Service Quality of Information Presenting Web Portals‖. Information & Management, 42, 575– 589.
  • YIU, C. S., GRANT, K. ve EDGAR D. (2007), ―Factors Affecting The Adoption of Internet Banking in Hong Kong—Implications For The Banking Sector‖, International Journal of Information Management, 27, 336–351
  • YÜKSEL, H., (2007), ―Internet Sitelerinin Kalite Boyutlarının Değerlendirilmesi‖, Sosyal Bilimler Dergisi, 517-536.
  • ZEITHAML, Valarie A., Parasuraman, A. ve Malhotra, Arvind (2002), ―Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge‖, Journal of the Academy of Marketing Science, 30 (4), 362-375.
  • ZHOU, T., YAOBIN, L. ve WANG B. (2009), ―The Relative Importance of Website Design Quality and Service Quality in Determining Consumers' Online Repurchase Behavior‖, Information Systems Management, 26 (4), 327-337.

Bankacılık Sektöründe İnternet Sitesi Kalitesi Boyutlarının (Kriterlerinin) Önem Derecesinin Belirlenmesi

Yıl 2013, Cilt: 11 Sayı: 1, 146 - 162, 01.03.2013

Doç. Dr. Talha Ustasüleyman

Öz

İnternet ve e-işletmelerin hızla gelişmesi bankacılık ve finans sektöründe internet müşterilerinin artmasına neden olmuştur. Banka internet siteleri internet müşterilerinin bankaları ile temas noktası olmakta ve müşterilerin bankalarına bağlılığını artırabilmektedir. Çalışmanın amacı bankacılık sektöründe internet sitesi kalitesi boyutlarının (kriterlerinin) önem derecesini belirlemektir. Bu amaçla çalışmada internet sitesi kalitesi bilgi kalitesi, hizmet kalitesi, sistem kalitesi ve firmaya özgü kalitede olmak üzere dört gruba ayrılarak hiyerarşik yapı oluşturulmuştur. Geliştirilen hiyerarşik yapı, Analitik Hiyerarşi Süreci (AHS) yaklaşımından yararlanılarak değerlendirilmiştir. Çalışmanın sonucunda hizmet kalitesinin bankaların en önemli internet sitesi kalitesi boyutu olduğu tespit edilmiştir.

Anahtar Kelimeler

İnternet sitesi kalitesi bankacılık sektörü analitik hiyerarşi süreci

Kaynakça

  • AGARWAL, R. RASTOGI, S. ve MEHROTRA A. (2009), ―Customers’ Perspectives Regarding E-Banking in An Emerging Economy‖, Journal of Retailing and Consumer Services, 16(5), 340-351.
  • AHN, T., RYU, S., ve HAN, I. (2007), ―The Impact of Web Quality and Playfulness On User Acceptance of Online Retailing‖, Information and Management, 44(3), 263–275.
  • BAI, B., LAW, R., ve WEN, I. (2008), ―The Impact of Website Quality On Customer Satisfaction and Purchase Intentions: Evidence From Chinese Online Visitors‖, International Journal of Hospitality Management, 27(3), 391– 402.
  • BAKOS, J.Y. (1997), ―Reducing Buyer Search Costs: Implications for Electronic Marketplaces‖, Management Science, 43, 1676–1679.
  • CARRASCO; R. A.; MUNOZ-LEIVA, F., FERNANDEZ, J. S. Francisco ve CABANILLAS L. (2012), ―A Model for The Integration of EFinancial Services Questionnaires with SERVQUAL Scales Under Fuzzy Linguistic Modeling‖ Expert Systems with Applications, 1-13.
  • CASS , A. O ve CARLSON J. (2012). ―An E-Retailing Assessment of Perceived Website-Service Innovativeness: Implications for Website Quality Evaluations, Trust, Loyalty and Word of Mouth‖, Australasian Marketing Journal, (20), 28–36
  • CHANG, C.-W., WU, C.-R.; LIN, C.-T. ve LIN H.-L. (2007). ―Evaluating Digital Video Recorder Systems Usinganalytic Hierarchy and Analytic Network Processes‖, Information Sciences, 177, 3383–3396.
  • CHENG, E.W.L. and LI, H. (2001), ―Analytic Hierarchy Process: An Approach to Determine Measures for Business Performance‖, Measuring Business Excellence, 5 (3), 30-37.
  • CHENG, E.W.L. ve LI H (2003), ―Utility of Consistency Measure In The Analytic Hierarchy Process Construction Innovation: Information, Process‖, Management, 3 (4), 231-247.
  • CHENG, T.C.E., LAM D.Y.C., YEUNG, A.C.L.. (2006), ―Adoption of Internet Banking: An Empirical Study in Hong Kong‖, Decision Support Systems, 42, 1558–1572.
  • CHOU, W.-C. and CHENG, Y.-P. (2012), ―A Hybrid Fuzzy MCDM Approach For Evaluating Website Quality of Professional Accounting Firms‖, Expert Systems with Applications, 39 (3), 15, 2783-2793.
  • DEY, P. K. and RAMCHARAN E. K. (2008), ―Analytic Hierarchy Process Helps Select Site for Limestone Quarry Expansion in Barbados‖ Journal of Environmental Management, 88, 1384–1395.
  • FAN, W. S. ve TSAI, M. C. (2010), ―Factors Driving Website Success - The Key Role of Internet Customisation and The Influence Of Website Design Quality And Internet Marketing Strategy‖, Total Quality Management & Business Excellence, 21 (11), 1141-1159.
  • FEATHERMAN, M.S. ve PAVLOU, P.A. (2002), ―Predicting EServices Adoption: A Perceived Risk Facets Perspective‖, Eighth Americas Conference on Information Systems, 1034–1046.
  • FLAVIAN, C., GUINALIU, M. ve TORRES, E. (2006), ―How Bricks and Mortar Attributes Affect Online Banking Adoption‖, International Journal of Bank Marketing, 24 (6), 406-423.
  • GREGG, D. G. ve WALCZAK, S. (2010), ―The Relationship Between Website Quality, Trust And Price Premiums at Online Auctions‖, Electronic Commerce Research, 10 (1), 1-25.
  • GURUMURTHY, A. ve KODALI R. (2012), ―An Application of Analytic Hierarchy Process For The Selection of A Methodology To Improve The Product Development Process‖ Journal of Modelling in Management, 7 (1), 97 - 121
  • HO, W. Dey, PRASANTA K. ve LOCKSTROM M. (2011), ―Strategic Sourcing: A Combined QFD and AHP Approach In Manufacturing‖ Supply Chain Management: An International Journal, 16 (6), 446 – 461.
  • HUR, Y., YONG J. K. ve JOSEPH V. (2011), ―A Structural Model of The Relationships Between Sport Website Quality, E-Satisfaction, and ELoyalty‖, Journal of Sport Management, 25, 458-473.
  • ISHIZAKA, A. ve LABIB A. (2011). ―Selection of New Production Facilities with The Group Analytic Hierarchy Process Ordering Method‖, Expert Systems with Applications 38, 7317–7325.
  • JOINES, J.L., SCHERER, C.W., & SCHEUFELE, D.A. (2003), ―Exploring Motivations for Consumer Web Use And Their Implications for ECommerce‖ Journal of Consumer Marketing, 20, 90–108.
  • KANNAN V. (2010). ―Benchmarking The Service Quality of Ocean Container Carriers Using AHP‖, Benchmarking: An International Journal 17(5), 637 – 656.
  • KIM, H. ve LINDA S. N. (2009), ―The Impact of Website Quality on Information Quality, Value, and Loyalty Intentions in Apparel Retailing‖ Journal of Interactive Marketing, 23 (3), 221-233.
  • KIM, S. ve STOEL L. (2004), ―Apparel Retailers: Website Quality Dimensions and Satisfaction‖ Journal of Retailing and Consumer Services,‖ 11 (2), 109-117.
  • KIM, S. ve STOEL L. (2004), ―Dimensional Hierarchy of Retail Website Quality‖, Information & Management, 41(5), s. 619-633.
  • KUAN, H.-H.; BOCK, G.-W. ve VATHANOPHAS, V. (2008), ―Comparing The Effects of Website Quality On Customer Initial Purchase and Continued Purchase At E-Commerce Websites‖, Behaviour & Information Technology, 27 (1), 3-16.
  • LAM, P.K. and CHIN, K.S. (2005), ―Identifying and Prioritizing Critical Success Factors For Conflict Management in Collaborative New Product Development‖, Industrial Marketing Management, 34, 761– 772.
  • LEE, K.-W., TSAI, M.-T. ve MARIA C. L. L. (2011), ―From Marketplace To Marketspace: Investigating The Consumer Switch To Online Banking‖ Electronic Commerce Research and Applications, 10, 115–125.
  • LEE, Y., ve KOZAR, K. A. (2006), ―Investigating The Effect of Website Quality on Ebusiness Success: An Analytic Hierarchy Process (AHP) Approach‖, Decision Support Systems, 42 (3), 1383–1401.
  • LI, Y.N., TAN, K.C., ve XIE, M. (2002), ―Measuring Web-Based Service Quality‖, Total Quality Management, 13, 685–700.
  • LIANG, C. J. ve CHEN H. J. (2009), ―A Study of The Impacts of Website Quality on Customer Relationship Performance‖ Total Quality Management & Business Excellence, 20 (9), 971-988.
  • LIBERATORE, M. J. ve NYDICK R. L. (2008), ―The Analytic Hierarchy Process in Medical and Health Care Decision Making: A Literature Review‖, European Journal of Operational Research, 189 (1), 194-207.
  • LIAO, Z. ve MICHAEL T. C. (2002), ―Internet-Based E-Banking and Consumer Attitudes: An Empirical Study‖ Information & Management, 39, 283–295.
  • LIN, H. F. (2007), The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-Commerce Context‖. Total Quality Management & Business Excellence, 18 (4), 363-378.
  • LUARN, P. ve LIN, H. (2005). ―Toward An Understanding of The Behavioral Intention To Use Mobile Banking‖, Computers in Human Behavior, 21, 873- 891.
  • MAENPAA, K. Kale, SUDHIR H., K., H. ve MESIRANTA N. (2008), ―Consumer Perceptions of Internet Banking in Finland: The Moderating Role of Familiarity‖ Journal of Retailing and Consumer Services, 15, 266–276. MAKLAN, S. ve KLAUS, P. (2011), ―Customer experience‖, International Journal of Market Research, 53 (6), 771-792.
  • PAPALEXANDROU, M.A., PILAVACHI, P.A. ve CHATZIMOURATIDIS A.I. (2008), ―Evaluation of Liquid Bio-Fuels Using The Analytic Hierarchy Process Process‖ Safety and Environment Protection, 86, 360–374.
  • PARASURAMAN, A., ZEITHAML, Valarie A., BERRY, Leonard L. (1985), ―A Conceptual Model of Service Quality and Its Implications for Future Research‖ Journal of Marketing, 49 (4), 41-50.
  • PARTOVI F. Y. (2007), ―An Analytical Model of Process Choice in The Chemical İndustry‖, International Journal of Production Economics, 105 (1), s. 213-227.
  • PETERS, M. ve ZELEWSKI S. (2008), ―Pitfalls in The Application of Analytic Hierarchy Process To Performance Measurement‖, Management Decision, 46 (7), 1039 – 1051.
  • PIKKARAINEN, T., PIKKARAINEN, K., KARJJALUOTO, H., PAHNILA, S.. (2004), ―Consumer Acceptance of Online Banking: An Extension of the Technology Acceptance Model‖, Internet Research, 14 (3), 224–235.
  • PUNNIYAMOORTY, M., PONNUSAMY, M. and LAKSHMI G. (2012), ―A Combined Application of Structural Equation Modeling (SEM) And Analytic Hierarchy Process (AHP) in Supplier Selection,‖ Bencmarking: An International Journal, 19 (1), 70-92.
  • RABABAH, O., MUHANNAD Al-S. ve RIZIK Al-S. (2011), ―A New Vision for Evaluating the Quality of E-Commerce Websites‖ International Journal of Advanced Corporate Learning, 4(1), 32-41.
  • RIFFAI , M. M. M. A., GRANT, K. ve EDGAR D. (2012), ―Big TAM in Oman: Exploring The Promise of On-Line Banking, Its Adoption By Customers And The Challenges of Banking In Oman‖ International Journal of Information Management, 32, 239– 250.
  • RIZAVI, S., SALMAN, K., MUNAWAR, M., RIZAVI M. ve HAIDER S. (2011), ―Website Quality of Higher Education Websites: Young User's Perception Interdisciplinary‖, Journal of Contemporary Research in Business, 3 (1), 370-376.
  • ROTCHANAKITUMNUAI, S. ve SPEECE, M. (2003), ―Barriers to Internet Banking Adoption: A Qualitative Study Among Corporate Customers in Thailand‖, International Journal of Bank Marketing, 21 (6), 312-323.
  • SAATY, T.L. (1986), ―Axiomatic Foundation of The Analytic Hierarchy Process‖, Management Science, 32 (7), 841-855.
  • SAATY, T. L. ve VARGAS, L. G. (1998), ―Diagnosis with Dependent Symptoms: Bayes Theorem and The Analytic Hierarchy Process‖, Operations Research, 46 (4), 491-502.
  • SANMUGAM, A. (2007). ―Factors Determining Consumer Adoption of Internet Banking‖, http://papers.ssrn.com/sol3/papers.cfm?abstract_id= 1021484# 03.09.2009
  • SOHAIL, M.S. ve SHANMUGHAM, B.. (2003), ―E-Banking and Customer Preferences in Malaysia: An Empirical Investigation‖, Information Sciences, 150, 207-217.
  • STANDIFIRD, S.S. (2001), ―Reputation and E-Commerce: eBay Auctions and The Asymmetrical Impact of Positive And Negative Ratings‖, Journal of Management 27, 279– 295.
  • SUBRAMANIAN, N. and RAMANATHAN, R. (2011), ―A Review of Applications of Analytic Hierarchy Process in Operations Management‖, Int. J. Production Economics, 1-70. VINODH, S., SHIVRAMAN, K.R. ve VISWESH S. (2012), ―AHPBased Lean Concept Selection in A Manufacturing Organization‖ Journal of Manufacturing Technology Management 23 (1), 124 - 136.
  • WATKINS, P. ve SMITH, M. (2008), ―Website Quality and Corporate Financial Performance‖, Journal of Accounting, Business & Management, 15 (1), 71-89.
  • WELLS, J. D., VALACICH, J. S. ve HESS, T. (2011), ―What Signal are You Sending? How Website Quality Influences Perceptions of Product Quality and Purchase Intentions‖, J. MIS Quarterly, 35 (2), s. 373-418.
  • WIND, Y. and SAATY, T.L, (1980), ―Marketing Applications of the Analytic Hierarchy Process‖, Management Science, 26 (7), 641-658.
  • WU, F. (2010), ―Housing Environment Preference of Young Consumers in Guangzhou, China: Using The Analytic Hierarchy Process‖ Property Management, 28 (3), 174 - 192.
  • YANG, Z., CAI, S., ZHOU, Z., & ZHOU, N. (2005), ―Development and Validation of An Instrument To Measure User Perceived Service Quality of Information Presenting Web Portals‖. Information & Management, 42, 575– 589.
  • YIU, C. S., GRANT, K. ve EDGAR D. (2007), ―Factors Affecting The Adoption of Internet Banking in Hong Kong—Implications For The Banking Sector‖, International Journal of Information Management, 27, 336–351
  • YÜKSEL, H., (2007), ―Internet Sitelerinin Kalite Boyutlarının Değerlendirilmesi‖, Sosyal Bilimler Dergisi, 517-536.
  • ZEITHAML, Valarie A., Parasuraman, A. ve Malhotra, Arvind (2002), ―Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge‖, Journal of the Academy of Marketing Science, 30 (4), 362-375.
  • ZHOU, T., YAOBIN, L. ve WANG B. (2009), ―The Relative Importance of Website Design Quality and Service Quality in Determining Consumers' Online Repurchase Behavior‖, Information Systems Management, 26 (4), 327-337.
Toplam 61 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Doç. Dr. Talha Ustasüleyman Bu kişi benim

Yayımlanma Tarihi 1 Mart 2013
Yayımlandığı Sayı Yıl 2013 Cilt: 11 Sayı: 1

Kaynak Göster

APA Ustasüleyman, D. D. T. (2013). Bankacılık Sektöründe İnternet Sitesi Kalitesi Boyutlarının (Kriterlerinin) Önem Derecesinin Belirlenmesi. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, 11(1), 146-162.

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