The Effect of Mobile Banking e-Service Quality on Customer Satisfaction

Abstract

The aim of this study is to determine the dimensions of mobile banking service quality and the effect of these dimensions on customer satisfaction. Today, the use of mobile technology by a large number of people and the expectation that its use will increase further is the reason for the study. The study was conducted with the customers of banks operating in Turkey using m-banking application. In order to reach more users, no bank and city restrictions have been made. Data were collected from 430 bank customers using mobile banking with the survey method. Snowball sampling method was used to collect data from the participants. Parasuman et al., (2005) e-service quality scale was used in the study. Dimensions of e-service quality in E-S-QUAL scale consisting of 19 expressions and 4 dimensions; efficiency, fullfilment. availability, and privacy. From the findings obtained at the end of the study, it was determined that each of the dimensions of mobile banking e-service quality (efficiency, fullfilment. availability, privacy) positively affects customer satisfaction.