Abstract:

The quality of the products and services they offer is important in the satisfaction of the customer’s requirements. The most important building stones that will allow a business to stand in the forefront of competition are to be able to provide better quality services and ensure confidence. As a result of the quality of the services offered within the banking sector, it is extremely important to ensure customer satisfaction. Today, mobile banking, which is one of the alternative distribution tools in electronic banking, has gained an important place among the banking transactions by showing rapid development. The aim of this work is to reveal the relationship and impact between the variables that allow customers using mobile banking to be satisfied with the service they receive. For this purpose, research has been conducted on the customers of a private bank who lives in the province of Istanbul, using mobile banking over the age of 18. 462 people participated in the study. The data required for the research was collected using the survey technique, which is one of the quantum research methods. The data was analyzed in the SPSS 22 program. According to the results of the study, the most important factors affecting the customer satisfaction in mobile banking are, respectively, the ease of use, the support provided to the service, the security of the service provided, the performance of the service, the confidence that the transactions are done correctly, the content of the service provided and the effectiveness of the transactions.

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