M.A. Theses

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https://digitalarchive.library.bogazici.edu.tr/handle/123456789/11705

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Browsing M.A. Theses by Subject "Banks and banking, Mobile -- Turkey."

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    Factors affecting customer satisfaction and loyalty in mobile banking in Turkey
    (Thesis (M.A.) - Bogazici University. Institute for Graduate Studies in the Social Sciences, 2014., 2014.) Çetin, Abdullah Sait.; Onay, Ceylan.
    In the last three decades mobile phones rapidly spread all around the world. As mobile internet became available and mobile networks improved with 3G technology, mobile phones evolved into smart phones. In early 2000s, before the age of smart phones, banks faced challenges because of small cell phone screens. With the age of smart phones, in mid 2000s, capabilities of mobile phones improved and so did the mobile banking offerings of the banks. By the help of those advancements, banks were able to fulfill their customers‘ convenience requirements by offering mobile banking services. Turkey is a rapidly growing country with the recent improvements in banking sector. This study aims to analyze the factors which are affecting customer satisfaction in mobile banking, and the relations between customer satisfaction, mobile banking and intended loyalty in Turkey. Data collected from 336 respondents and analyzed by using descriptive, factor, correlation, ANOVA and regression analyses. Results of the analyses show that there are positive relations between convenience & usefulness, relative benefits, content reliability & variety, trust, design & infrastructure and customer satisfaction from mobile banking. In this study, effect of customer satisfaction on customer loyalty is also approved. This study discovers that the main factor affects customer loyalty is the customer satisfaction and also reveals the factors which are affecting customer satisfaction in mobile banking context.
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    Why banks adopt mobile banking: The case of Turkey
    (Thesis (M.A.) - Bogazici University. Institute for Graduate Studies in the Social Sciences, 2018., 2018.) Öztaş, Yasemin Ezgi.; Onay, Ceylan.
    Majority of literature on e- banking (electronic banking) has conducted studies on internet banking adoption either by banks or by customers. Mobile banking differs from internet bankingbecause it is available free of location and hence enables access to financial services anytime anywhere. However, why banks adopt mobile over and above internet banking has been neglected so far. This study investigates the determinants of mobile banking adoption from banks’ perspective. Using a sample of 14 retail banks from Turkey, we show that banks adopt mobile banking when the proportion of loans to assets increases and when profitability decreases. Larger, private and local banks are more likely to adopt mobile banking while mobile banking complements the branch network of the banks.