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CONSUMERS’ PERCEIVED SERVICE QUALITY OF AND INTENTION TO RE-USE MOBILE BANKING: AN EMPIRICAL STUDY

Yıl 2018, Cilt: 14 Sayı: 4, 1183 - 1198, 01.09.2018
https://doi.org/10.17130/ijmeb.2018445677

Öz

Mobile Technologies have gone through many changes with the technological developments experienced throughout the world. One of the latest innovations in mobile communication technologies is mobile banking. This study aims to investigate the effect of the perceived service quality, which is one of the major factors affecting the users’ adoption of mobile banking, on customer satisfaction and in turn, that of the customer satisfaction on the intention to re-use. The research sample is formed by consumers using mobile banking in Turkey and 321 users were reached by convenience sampling. The partial leasts quares structural equation modeling was used to analyze the data collected. Data were analyzed by use of the statistical package, Smart PLS 3.2.6. As shown by the research findings, customer satisfaction has a strong effect on the intention to re-use mobile banking. Among the aspects of the perceived service quality, efficiency, privacy, and fulfillment, respectively affects customer satisfaction. System availability, which is an other aspect of the perceived service quality, has no significant effect on the customer satisfaction

Kaynakça

  • Aboelmaged, M., & Gebba, T. R. (2013). Mobile banking adoption: An examination of technology acceptance model and theory of planned behavior. International Journal of Business Research and Development, 2(1), 35-50.
  • Afshan, S., & Sharif, A. (2016). Acceptance of mobile banking framework in Pakistan. Telematics and Informatics, 33(2), 370-387.
  • Akturan, U., & Tezcan, N. (2012). Mobile banking adoption of the youth market: Perceptions and intentions. Marketing Intelligence & Planning, 30(4), 444-459.
  • Alalwan, A. A.,Dwivedi, Y. K., Rana, N. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan: Examining the role of usefulness, ease of use, perceived risk and self-efficacy. Journal of Enterprise Information Management, 29(1), 118-139.
  • Al-Hawari, A.M. (2014). Does customer sociability matter? Differences in e-quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users, Journal of Services Marketing, 28 (7), 538-546.
  • Al-Jabri, I. M.,& Sohail, M. S. (2012). Mobile banking adoption: Application of diffusion of innovation theory. Journal of Electronic Commerce Research, 13, (4). 379-391.
  • Alkhouli, S. (2017). The effect of banks website service quality and e-satisfaction on e-loyalty: An empirical study on Swedish Banks. International Journal of Business and Management, 13(1), 1.
  • Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280-306.
  • Amiri Aghdaie, S. F., & Faghani, F. (2012). Mobile banking service quality and customer satisfaction (application of SERVQUAL model). International Journal of Management and Business Research, 2(4), 351-361.
  • Ariff, M. S. M., Yun, L. O., Zakuan, N., & Ismail, K. (2013). The impacts of service quality and customer satisfaction on customer loyalty in internet banking. Procedia-Social and Behavioral Sciences, 81, 469-473.
  • Ayo, C. K., Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users’ behaviour: E-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347-367.
  • Bamoriya, D., & Singh, P. (2012). Mobile banking in India: Barriers in adoption and service preferences. Integral Review- A Journal of Management, 5 (1), 1-7.
  • Barnes, S. J., & Corbitt, B. (2003). Mobile banking: concept and potential. International Journal of Mobile Communications, 1(3), 273-288.
  • Berraies, S., Berraies, S., Ben Yahia, K., Ben Yahia, K., Hannachi, M., & Hannachi, M. (2017). Identifying the effects of perceived values of mobile banking applications on customers: Comparative study between babyboomers, generation X and generation Y. International Journal of Bank Marketing, 35(6), 1018-1038.
  • Calisir, F., & Gumussoy, C. A. (2008). Internet banking versus other banking channels: Young consumers’ view. International Journal of Information Management, 28(3), 215-221.
  • Casaló, L. V., Flavián, C., & Guinalíu, M. (2008). The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services. International Journal of Bank Marketing, 26(6), 399-417.
  • Changchit, C., Lonkani, R., & Sampet, J. (2017). Mobile banking: Exploring determinants of its adoption. Journal of Organizational Computing and Electronic Commerce, 27(3), 239-261.
  • Chung, N., & Kwon, S. J. (2009). Effect of trust level on mobile banking satisfaction: A multi- group analysis of information system success instruments. Behaviour & Information Technology, 28(6), 549-562.
  • Cruz, P., Barretto Filgueiras Neto, L., Munoz-Gallego, P., & Laukkanen, T. (2010). Mobile banking rollout in emerging markets: Evidence from Brazil. International Journal of bank marketing, 28(5), 342-371.
  • Edvardsson, B. (1998). Research and concepts service quality improvement. Managing Service Quality. 8(2), 142-149.
  • Erdoğan, E., & Aksoy, R. (2014). Algılanan hizmet kalitesi ölçüm modelleri ile ilgili yazın taraması. TISK Academy/TISK Akademi, 9(17).
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18 (1), 39-50.
  • Glavee-Geo, R., Shaikh, A. A., & Karjaluoto, H. (2017). Mobile banking services adoption in Pakistan: Are there gender differences?. International Journal of Bank Marketing, 35(7), 1090-1114.
  • Gu, J. C., Lee, S. C., & Suh, Y. H. (2009). Determinants of behavioral intention to mobile banking. Expert Systems with Applications, 36(9), 11605-11616.
  • Gupta, A. & Arora, N. (2017). Consumer adoption of m-banking: A behavioral reasoning theory perspective. International Journal of Bank Marketing, 35(4), 733-747.
  • Gürbüz, S. & Şahin, F. (2016). Sosyal bilimlerde araştırma yöntemleri felsefe –yöntem – analiz. 3. Baskı. Ankara: Seçkin Yayıncılık.
  • Ha, H. Y., Janda, S., & Muthaly, S. K. (2010). A new understanding of satisfaction model in e-re-purchase situation. European Journal of Marketing, 44(7/8), 997-1016.
  • Hair, F, J., Ringle, C, M. & Sarstedt. (2011). PLS-SEM: Indeed a Silver Bullet, Journal of Marketing Theory and Practice, 19(2), 139-152.
  • Hair, F. Jr, J., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM) an emerging tool in business research. European Business Review, 26(2), 106-121.
  • Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis. Upper Saddle River, NJ: Pearson Prentice Hall
  • Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433.
  • Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62-78.
  • Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., & Calantone, R. J. (2014). Common beliefs and reality about PLS comments on. Organizational Research Methods, 17(2), 182-209.
  • Hsiao, C. H., Chang, J. J., & Tang, K. Y. (2016). Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives. Telematics and Informatics, 33(2), 342-355.
  • Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55.
  • Huang, E. Y., Lin, S. W., & Fan, Y. C. (2015). MS-QUAL: Mobile service quality measurement. Electronic Commerce Research and Applications, 14(2), 126-142.
  • Jannat, M., & Ahmed, I. (2015). Factors influencing customer satisfaction of mobile banking services: A study on second-generation banks. European Journal of Business and Management, 7(26), 88-96.
  • Jeong, B. K., & Yoon, T. E. (2013). An empirical investigation on consumer acceptance of mobile banking services. Business and Management Research, 2(1), 31-40.
  • Juniper Research, https://www.juniperresearch.com/press/press-releases/mobile-banking- users-to-reach-2-billion-by-2020
  • Kim, G., Shin, B., & Lee, H. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283-311.
  • Kotler, P., Wong, V., Saunders, J. & Armstrong, G. (2005). Principles of marketing, 4th Education: New Jersey, Pearson Education: New Jersey.
  • Kuo, T., Tsai, G. Y., Lu, I. Y., & Chang, J. S. (2016). Relationships among service quality, customer satisfaction and customer loyalty: A case study on mobile shopping APPs. http://apiems2016.conf.tw/site/userdata/1087/papers/0186.pdf
  • Laforet, S., & Li, X. (2005). Consumers’ attitudes towards online and mobile banking in China. International Journal of Bank Marketing, 23(5), 362-380.
  • Laukkanen, T. (2007). Internet vs mobile banking: Comparing customer value perceptions. Business Process Management Journal, 13(6), 788-797.
  • Lin, H. F. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35(2), 195-204.
  • Lu, Y., Zhang, L., & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality. Electronic Commerce Research And Applications, 8(5), 228-240.
  • Lu,Y., Zhang, L. & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality. Electronic Commerce Research and Applications, 8, 228-240.
  • Luarn, P., & Lin, H. H. (2005). Toward an understanding of the behavioral intention to use mobile banking. Computers in Human Behavior, 21(6), 873-891.
  • Luo, X., Li, H., Zhang, J., & Shim, J. P. (2010). Examining multi-dimensional trust and multi- faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2), 222-234.
  • Makanyeza, C., & Makanyeza, C. (2017). Determinants of consumers’ intention to adopt mobile banking services in Zimbabwe. International Journal of Bank Marketing, 35(6), 997-1017.
  • Malaquias, R. F., & Hwang, Y. (2016). An empirical study on trust in mobile banking: A developing country perspective. Computers in Human Behavior, 54, 453-461.
  • Masrek, M. N., Omar, N., Uzir, N. A., & Khairuddin, I. E. (2012). Mobile Banking Utilizations, Satisfaction and Loyalty: A Case Study of Malaysian Consumers. Science Series Data Report, 4(12), 20-29.
  • Mohammadi, H. (2015). A study of mobile banking loyalty in Iran. Computers in Human Behavior, 44, 35-47.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 460-469.
  • Özer, A., Argan, M. T. & Argan, M. (2013). The effect of mobile service quality dimensions on customer satisfaction. Procedia Social and Behaviroral Sciences, 99, 428-438.
  • Parasuraman, A., Zeithaml V., A. & Berry L., L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing. 49, 41-50.
  • Parasuraman, A., Zeithaml, V. A. & Malhotra, A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
  • Ringle, C, M., Wende, S. & Becker, J.-M. (2015). SmartPLS 3. www.smartpls.com
  • Riquelme, H. E., & Rios, R. E. (2010). The moderating effect of gender in the adoption of mobile banking. International Journal of Bank Marketing, 28(5), 328-341.
  • Saleem, Z., & Rashid, K. (2011). Relationship between customer satisfaction and mobile banking adoption in Pakistan. International Journal of Trade, Economics and Finance, 2(6), 537-544.
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TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA

Yıl 2018, Cilt: 14 Sayı: 4, 1183 - 1198, 01.09.2018
https://doi.org/10.17130/ijmeb.2018445677

Öz

Dünya genelinde yaşanan teknolojik gelişmelerle birlikte mobil teknolojilerde birçok değişim yaşanmıştır. Mobil iletişim teknolojilerinde yaşanan en son yeniliklerden birisi de mobil bankacılıktır. Bu çalışmanın amacı, kullanıcıların mobil bankacılık adaptasyonlarını etkileyen önemli faktörlerden birisi olan algılanan hizmet kalitesinin müşteri memnuniyetine ve müşteri memnuniyetinin de tekrar kullanma niyeti üzerindeki etkisini araştırmaktır. Kolayda örneklem ile toplamda 321 kullanıcıya ulaşılmıştır. Veriler SmartPLS 3.2.6 istatistik programı ile analiz edilmiştir. Araştırma bulgularına göre müşteri memnuniyeti mobil bankacılığı tekrar kullanma niyeti üzerinde güçlü bir etkiye sahiptir. Algılanan hizmet kalitesi boyutlarından sırasıyla etkinlik, gizlilik ve yerine getirme müşteri memnuniyetini etkilemektedir. Algılanan hizmet kalitesinin boyutlarından sistemin kullanılabilirliği ise müşteri memnuniyeti üzerinde anlamlı bir etkisi bulunmamaktadır.

Kaynakça

  • Aboelmaged, M., & Gebba, T. R. (2013). Mobile banking adoption: An examination of technology acceptance model and theory of planned behavior. International Journal of Business Research and Development, 2(1), 35-50.
  • Afshan, S., & Sharif, A. (2016). Acceptance of mobile banking framework in Pakistan. Telematics and Informatics, 33(2), 370-387.
  • Akturan, U., & Tezcan, N. (2012). Mobile banking adoption of the youth market: Perceptions and intentions. Marketing Intelligence & Planning, 30(4), 444-459.
  • Alalwan, A. A.,Dwivedi, Y. K., Rana, N. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan: Examining the role of usefulness, ease of use, perceived risk and self-efficacy. Journal of Enterprise Information Management, 29(1), 118-139.
  • Al-Hawari, A.M. (2014). Does customer sociability matter? Differences in e-quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users, Journal of Services Marketing, 28 (7), 538-546.
  • Al-Jabri, I. M.,& Sohail, M. S. (2012). Mobile banking adoption: Application of diffusion of innovation theory. Journal of Electronic Commerce Research, 13, (4). 379-391.
  • Alkhouli, S. (2017). The effect of banks website service quality and e-satisfaction on e-loyalty: An empirical study on Swedish Banks. International Journal of Business and Management, 13(1), 1.
  • Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280-306.
  • Amiri Aghdaie, S. F., & Faghani, F. (2012). Mobile banking service quality and customer satisfaction (application of SERVQUAL model). International Journal of Management and Business Research, 2(4), 351-361.
  • Ariff, M. S. M., Yun, L. O., Zakuan, N., & Ismail, K. (2013). The impacts of service quality and customer satisfaction on customer loyalty in internet banking. Procedia-Social and Behavioral Sciences, 81, 469-473.
  • Ayo, C. K., Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users’ behaviour: E-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347-367.
  • Bamoriya, D., & Singh, P. (2012). Mobile banking in India: Barriers in adoption and service preferences. Integral Review- A Journal of Management, 5 (1), 1-7.
  • Barnes, S. J., & Corbitt, B. (2003). Mobile banking: concept and potential. International Journal of Mobile Communications, 1(3), 273-288.
  • Berraies, S., Berraies, S., Ben Yahia, K., Ben Yahia, K., Hannachi, M., & Hannachi, M. (2017). Identifying the effects of perceived values of mobile banking applications on customers: Comparative study between babyboomers, generation X and generation Y. International Journal of Bank Marketing, 35(6), 1018-1038.
  • Calisir, F., & Gumussoy, C. A. (2008). Internet banking versus other banking channels: Young consumers’ view. International Journal of Information Management, 28(3), 215-221.
  • Casaló, L. V., Flavián, C., & Guinalíu, M. (2008). The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services. International Journal of Bank Marketing, 26(6), 399-417.
  • Changchit, C., Lonkani, R., & Sampet, J. (2017). Mobile banking: Exploring determinants of its adoption. Journal of Organizational Computing and Electronic Commerce, 27(3), 239-261.
  • Chung, N., & Kwon, S. J. (2009). Effect of trust level on mobile banking satisfaction: A multi- group analysis of information system success instruments. Behaviour & Information Technology, 28(6), 549-562.
  • Cruz, P., Barretto Filgueiras Neto, L., Munoz-Gallego, P., & Laukkanen, T. (2010). Mobile banking rollout in emerging markets: Evidence from Brazil. International Journal of bank marketing, 28(5), 342-371.
  • Edvardsson, B. (1998). Research and concepts service quality improvement. Managing Service Quality. 8(2), 142-149.
  • Erdoğan, E., & Aksoy, R. (2014). Algılanan hizmet kalitesi ölçüm modelleri ile ilgili yazın taraması. TISK Academy/TISK Akademi, 9(17).
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18 (1), 39-50.
  • Glavee-Geo, R., Shaikh, A. A., & Karjaluoto, H. (2017). Mobile banking services adoption in Pakistan: Are there gender differences?. International Journal of Bank Marketing, 35(7), 1090-1114.
  • Gu, J. C., Lee, S. C., & Suh, Y. H. (2009). Determinants of behavioral intention to mobile banking. Expert Systems with Applications, 36(9), 11605-11616.
  • Gupta, A. & Arora, N. (2017). Consumer adoption of m-banking: A behavioral reasoning theory perspective. International Journal of Bank Marketing, 35(4), 733-747.
  • Gürbüz, S. & Şahin, F. (2016). Sosyal bilimlerde araştırma yöntemleri felsefe –yöntem – analiz. 3. Baskı. Ankara: Seçkin Yayıncılık.
  • Ha, H. Y., Janda, S., & Muthaly, S. K. (2010). A new understanding of satisfaction model in e-re-purchase situation. European Journal of Marketing, 44(7/8), 997-1016.
  • Hair, F, J., Ringle, C, M. & Sarstedt. (2011). PLS-SEM: Indeed a Silver Bullet, Journal of Marketing Theory and Practice, 19(2), 139-152.
  • Hair, F. Jr, J., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM) an emerging tool in business research. European Business Review, 26(2), 106-121.
  • Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis. Upper Saddle River, NJ: Pearson Prentice Hall
  • Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433.
  • Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62-78.
  • Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., & Calantone, R. J. (2014). Common beliefs and reality about PLS comments on. Organizational Research Methods, 17(2), 182-209.
  • Hsiao, C. H., Chang, J. J., & Tang, K. Y. (2016). Exploring the influential factors in continuance usage of mobile social Apps: Satisfaction, habit, and customer value perspectives. Telematics and Informatics, 33(2), 342-355.
  • Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55.
  • Huang, E. Y., Lin, S. W., & Fan, Y. C. (2015). MS-QUAL: Mobile service quality measurement. Electronic Commerce Research and Applications, 14(2), 126-142.
  • Jannat, M., & Ahmed, I. (2015). Factors influencing customer satisfaction of mobile banking services: A study on second-generation banks. European Journal of Business and Management, 7(26), 88-96.
  • Jeong, B. K., & Yoon, T. E. (2013). An empirical investigation on consumer acceptance of mobile banking services. Business and Management Research, 2(1), 31-40.
  • Juniper Research, https://www.juniperresearch.com/press/press-releases/mobile-banking- users-to-reach-2-billion-by-2020
  • Kim, G., Shin, B., & Lee, H. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283-311.
  • Kotler, P., Wong, V., Saunders, J. & Armstrong, G. (2005). Principles of marketing, 4th Education: New Jersey, Pearson Education: New Jersey.
  • Kuo, T., Tsai, G. Y., Lu, I. Y., & Chang, J. S. (2016). Relationships among service quality, customer satisfaction and customer loyalty: A case study on mobile shopping APPs. http://apiems2016.conf.tw/site/userdata/1087/papers/0186.pdf
  • Laforet, S., & Li, X. (2005). Consumers’ attitudes towards online and mobile banking in China. International Journal of Bank Marketing, 23(5), 362-380.
  • Laukkanen, T. (2007). Internet vs mobile banking: Comparing customer value perceptions. Business Process Management Journal, 13(6), 788-797.
  • Lin, H. F. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35(2), 195-204.
  • Lu, Y., Zhang, L., & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality. Electronic Commerce Research And Applications, 8(5), 228-240.
  • Lu,Y., Zhang, L. & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality. Electronic Commerce Research and Applications, 8, 228-240.
  • Luarn, P., & Lin, H. H. (2005). Toward an understanding of the behavioral intention to use mobile banking. Computers in Human Behavior, 21(6), 873-891.
  • Luo, X., Li, H., Zhang, J., & Shim, J. P. (2010). Examining multi-dimensional trust and multi- faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2), 222-234.
  • Makanyeza, C., & Makanyeza, C. (2017). Determinants of consumers’ intention to adopt mobile banking services in Zimbabwe. International Journal of Bank Marketing, 35(6), 997-1017.
  • Malaquias, R. F., & Hwang, Y. (2016). An empirical study on trust in mobile banking: A developing country perspective. Computers in Human Behavior, 54, 453-461.
  • Masrek, M. N., Omar, N., Uzir, N. A., & Khairuddin, I. E. (2012). Mobile Banking Utilizations, Satisfaction and Loyalty: A Case Study of Malaysian Consumers. Science Series Data Report, 4(12), 20-29.
  • Mohammadi, H. (2015). A study of mobile banking loyalty in Iran. Computers in Human Behavior, 44, 35-47.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 460-469.
  • Özer, A., Argan, M. T. & Argan, M. (2013). The effect of mobile service quality dimensions on customer satisfaction. Procedia Social and Behaviroral Sciences, 99, 428-438.
  • Parasuraman, A., Zeithaml V., A. & Berry L., L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing. 49, 41-50.
  • Parasuraman, A., Zeithaml, V. A. & Malhotra, A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
  • Ringle, C, M., Wende, S. & Becker, J.-M. (2015). SmartPLS 3. www.smartpls.com
  • Riquelme, H. E., & Rios, R. E. (2010). The moderating effect of gender in the adoption of mobile banking. International Journal of Bank Marketing, 28(5), 328-341.
  • Saleem, Z., & Rashid, K. (2011). Relationship between customer satisfaction and mobile banking adoption in Pakistan. International Journal of Trade, Economics and Finance, 2(6), 537-544.
  • Sampaio, C. H., Ladeira, W. J., & Santini, F. D. O. (2017). Apps for mobile banking and customer satisfaction: A cross-cultural study. International Journal of Bank Marketing, 35(7), 1133-1153.
  • Shaikh, A. A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics, 32(1), 129-142.
  • Shaikh, A. A., & Karjaluoto, H. (2016). Mobile banking services continuous usage case study of Finland. In System Sciences (HICSS), 2016 49th Hawaii International Conference on, 1497-1506. IEEE.
  • Sharma, S. K. (2017). Integrating cognitive antecedents into TAM to explain mobile banking behavioral intention: A SEM-neural network modeling. Information Systems Frontiers, 1-13.
  • Singh, S.,Srivastava, V., & Srivastava, R. K. (2010). Customer acceptance of mobile banking: A conceptual framework. Sies Journal of Management, 7(1), 55-64.
  • Tan, F. B. & Chou, J. P. C. (2008). The relationship between mobile service quality, perceived technology compatibility, and users’ perceived playfulness in the context of mobile information and entertainment services. Intl. Journal of Human- Computer Interaction, 24(7), 649- 671.
  • TUİK, http://www.tuik.gov.tr/PreHaberBultenleri.do?id=24638, E.T. 19.01.2018
  • Türkiye Bankalar Birliği, TBB, https://www.tbb.org.tr/Content/Upload/istatistikiraporlar/ ekler/862/Dijital-Internet-Mobil_Bankacilik_Istatistikleri-Eylul_2017.pdf, 19.01.2018 E.T.
  • Yıldız, S. (2015). Web tabanlı seyahat aracılarının algılanan elektronik hizmet kalitesi, memnuniyet ve sadakat ilişkisinin incelenmesi. Yayınlanmamış Yüksek Lisans Tezi, Akdeniz Üniversitesi Sosyal Bilimler Enstitüsü, Antalya.
  • Yu, C. S. (2012). Factors affecting individuals to adopt mobile banking: Empirical evidence from the UTAUT model. Journal of Electronic Commerce Research, 13(2), 104.
  • Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support Systems, 52(3), 645-656.
  • Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavior, 26(4), 760-767.
  • Zhou, T. (2011). An empirical examination of initial trust in mobile banking. Internet Research, 21(5), 527-540.
Toplam 73 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Research Article
Yazarlar

Hatice Doğan Bu kişi benim

Murat Burucuoğlu Bu kişi benim

Yayımlanma Tarihi 1 Eylül 2018
Yayımlandığı Sayı Yıl 2018 Cilt: 14 Sayı: 4

Kaynak Göster

APA Doğan, H., & Burucuoğlu, M. (2018). TÜKETİCİLERİN MOBİL BANKACILIK HİZMET KALİTESİ ALGILARI VE TEKRAR KULLANMA NİYETLERİ: AMPİRİK BİR ARAŞTIRMA. Uluslararası Yönetim İktisat Ve İşletme Dergisi, 14(4), 1183-1198. https://doi.org/10.17130/ijmeb.2018445677

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