Abstract:

This study aims to evaluate online banking and mobile banking applications by customers in terms of the quality of financial services. The universe of research is formed by bank customers who use the internet and mobile banking services residing in Sivas Province. The form is used as a data collection tool. Questions aimed at measuring the perception by customers of the quality of financial services of Internet banking and mobile banking applications have been reviewed in accordance with the subject, taking advantage of Karadirek's Master's Thesis (2014) and reviewed in accordance with the subject. It has been used in 9 sub-dimensional scales: Qualification, Customer Service, Implementation, Privacy/Security, Accessibility, Design/Design, e-Tatmin, e-Security and e-Faith. The data was easily collected through the sampling method, and the survey was applied to 600 bank customers in 5 liquid forms. Internet and mobile banking applications have been studied in terms of quality and use of financial services. The statistical relations between demographic variables and other variables have been studied with the SPSS 23 package program and the differences have been interpreted. The profession, internet/mobile banking use frequency and mobile device brand status and internet banking and mobile banking applications have significant differences between the perceptions of the quality of financial services by the ANOVA test