An Evaluation of Internet Banking in Turkey

Abstract

The present study is an attempt to examine the performance of Turkish banks in terms of providing banking products and services through their web sites. A representative sample of 22 banks operating in Turkey was included in this study. The websites of these banks have been analyzed in terms of the financial transaction, non financial transaction, speed, security, uninterrupted serviceability and visual design. Research is conducted in 2009 and shows that Turkish banks perform extremely well in IB. This study also investigates the level of adoption of IB in Turkey. A survey is conducted to obtain customers’ perspectives regarding IB. According to the results obtained from the survey; all of the participants who did not use IB found IB difficult. They did not know how to use IB or found IB service insecure and unclear. Therefore, they prefer face-to-face banking. Moreover, it was observed that the levels of education and income were the factors that most affected IB use. It was concluded that the clients who found IB easy and thought that it served their purpose had been using IB for a longer time. On the other hand, usefulness, web security and personal views did not have a significant influence on the duration of IB use.

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