Empirical investigation of internet banking usage in Turkey

---

Tezin Türü: Yüksek Lisans

Tezin Yürütüldüğü Kurum: Orta Doğu Teknik Üniversitesi, Enformatik Enstitüsü, Bilişim Sistemleri Anabilim Dalı, Türkiye

Tezin Onay Tarihi: 2013

Öğrenci: SALVA DANESHGADEH

Danışman: SEVGİ ÖZKAN YILDIRIM

Özet:

With the fast development of Information and Communication Technologies (ICT), internet banking has become more popular worldwide. This study empirically investigates the factors impact internet banking usage by Turkish bank customers. A unique Internet Banking Usage Model (IBUM) was developed in this study. The proposed model incorporated 10 factors named usefulness, ease of use, compatibility, control, social influence, risk, website features, alliance service, awareness of service and customization/personalization. Subsequently, the related measurement instrument was developed and then revised based on the results of reliability analyses for pilot study. Afterwards, the final measurement instrument was validated through investigation of convergent and discriminant validity. The proposed model and hypotheses were tested with Partial Least Square (PLS) as a Structural Equation Modeling (SEM) technique. The results of initial model testing indicated that compatibility has the most significant effect on internet banking usage which is followed by alliance service, usefulness, customization/personalization and ease of use. Consequently, the initial model was modified in order to find the inter-relationships among research factors. Finally, the results are discussed and suggestions for future researches presented by highlighting the effects of customization/personalization and alliance services on internet banking usage.