Özet:

This study explores which variables are made from the quality components of e-services in Internet banking and the impact of these components on the general perception of e-services. However, in Internet banking, the relationship between the overall e-service quality, customer satisfaction, the intention of re-buy and the oral to net communication variables is examined. For these purposes, a survey app was carried out on 875 consumers who were selected using the method of quota sampling and used internet banking. In the framework of the obtained data, the hypotheses of the study were analyzed by structural equality modeling. The study findings show that the quality components of e-service consist of information quality, aesthetics, process process, conformity, service diversity, price offers, personalization, transaction accuracy, service level, return policies, security and privacy variables. On the general e-service quality, the accuracy of processing, confidentiality, aesthetics, processing, security, information quality, personalization and price offerings variables have been found to be effective. The general quality of e-service, customer satisfaction, the intention of re-buy and the interaction variables from oral to net have been established. These findings are based on a number of conclusions and suggestions for literature and practice.