THE EFFECT OF THE COVID-19 PANDEMIC ON INDIVIDUAL MOBILE AND INTERNET BANKING AND CORPORATE MOBILE AND INTERNET BANKING USE (2018-2021)

Yıl 2022, Cilt: 6 Sayı: 11, 127 - 149, 30.12.2022

Dr.öğretim Üyesi Serkan Demirel

https://doi.org/10.55775/ijemi.1058014

Öz

In today's digital world, the digitalization of banking transactions and the cost advantage it provides is a very important development for the sector. Digital banking transactions provide both individual and corporate customers with the opportunity to perform their transactions more quickly, providing flexibility in time and space. The most important benefit of internet and mobile banking transactions for corporate and individual customers is that they can perform their transactions without going to a bank branch. In general, factors such as time and cost savings, speed and quality are important for customers to prefer internet and mobile banking. These features of mobile and internet banking have enabled customers to carry out all their transactions from home, without going to the branch, especially under quarantine conditions during the Covid 19 period. In this study, the course of mobile and internet banking usage before and after Covid 19 was examined. The data used in the study were taken from the official website of the Banks Association of Turkey. In the study, data for 2018 September and December and 2019 March, June, September and December periods were taken as the pre-pandemic period, and after the pandemic, 2020 March, June, September, December periods and 2021 March and June period data were taken. The obtained data were analyzed within the scope of Spss package program. First of all, the change percentages were calculated and the differences in internet and mobile banking transactions in the retail segment and internet and mobile banking transactions in the corporate segment were calculated before and after the pandemic.
According to the results of the analysis, it was observed that while there was a decrease in the use of Retail-Internet banking after the pandemic, there was an increase in the use of Retail-Mobile banking, Corporate-Internet and Corporate-Mobile banking transactions. However, significant differences were found in the use of individual and corporate internet and mobile banking before and after the pandemic.

Anahtar Kelimeler

Digital Banking, Internet Banking, Mobile Banking, Covid-19

COVID-19 PANDEMİSİNİN BİREYSEL MOBİL VE İNTERNET BANKACILIĞI İLE KURUMSAL MOBİL VE İNTERNET BANKACILIĞI KULLANIMINA ETKİSİ (2018- 2021)

Öz

Günümüz dijital dünyasında bankacılık işlemlerinin dijitalleşmesi ve sağladığı maliyet avantajı sektör açısından oldukça önemli bir gelişmedir. Dijital bankacılık işlemleri hem bireysel hem de kurumsal müşterilere işlemlerini daha hızlı bir şekilde yapma olanağı sunarak zaman ve mekân esnekliği sağlamaktadır. İnternet ve mobil bankacılık işlemlerinin kurumsal ve bireysel müşterilere sağladığı en önemli fayda ise banka şubesine gitmeksizin işlemlerini gerçekleştirebilmeleri olmasıdır. Genel anlamda müşterilerin internet ve mobil bankacılığını tercih etmelerinde zaman ve maliyet tasarrufu sağlaması, hız ve kaliteli olması gibi etmenler önemlidir. Mobil ve internet bankacılığının bu özellikleri Covid 19 döneminde özellikle karantina koşullarında müşterilerin şubeye gitmeden tüm işlemlerini evden gerçekleştirebilmelerine olanak sağlamıştır. Bu çalışmada mobil ve internet bankacılığı kullanımının Covid 19 öncesi ve sonrası seyri incelenmiştir. Çalışmada kullanılan veriler Türkiye Bankalar Birliği resmî sitesinden alınmıştır. Çalışmada pandemi öncesi dönem olarak 2018 eylül ve aralık dönemleri ve 2019 mart, haziran, eylül ve aralık dönemleri verileri alınmış, pandemi sonrası ise 2020 mart, haziran, eylül, aralık dönemleri ile 2021 mart ve haziran dönem verileri alınmıştır. Elde edilen veriler Spss paket programı kapsamında analiz edilmiştir. Öncelikle değişim yüzdeleri hesaplanmış ve pandemi öncesi ve sonrası bireysel segmentte internet ve mobil bankacılık ile kurumsal segmentte internet ve mobil bankacılık işlemleri farklılıkları hesaplanmıştır.
Yapılan analiz sonuçlarına göre Bireysel-İnternet bankacılığının kullanımında pandemi sonrasında düşüş yaşanırken, Bireysel-Mobil bankacılık ile Kurumsal-İnternet ve Kurumsal-Mobil bankacılık işlemlerinin kullanımında ise artış meydana geldiği görülmüştir. Bununla birlikte bireysel ve kurumsal internet ve mobil bankacılık kullanımında pandemi öncesi ve sonrasında anlamlı farklılıklar tespit edilmiştir.

Anahtar Kelimeler

Dijital Bankacılık, İnternet Bankacılığı, Mobil Bankacılık, Covid-19

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