Akademik Veri Yönetim Sistemi
International Journal of Arts and Sciences, cilt.3, sa.13, ss.393-415, 2010 (Hakemli Dergi)
In the changing world the distribution of the services has also changed. The people have started to do their own services via internet instead of going to the service place. This can be called technology based self service. After this development companies have started to offer their services electronically, for example, internet banking, e-commerce, e-buying. The technology based service has brought in new concepts, such as e-service quality, e-satisfaction, e-loyalty etc. This study aims to measure the effects of perceived quality of internet banking on customer satisfaction level. This study shows that the most frequently used services are to have information about account, to transfer money, to pay bill, to make credit card transactions etc. Trust dimension was the most important factor that affects the perceived quality of internet banking service. According to the another result obtained from the study accessibility, trust, credibility, and web interface variables affect satisfaction level of internet banking customers positively. Furthermore, the satisfaction level of internet banking customer has not been affected by the demographic variables, such as, gender, age, income level, and education level. If the distribution of the sample analyzed, it can be seen that internet banking customers are generally young and highly educated.