Türkiye’de Dijital Bankacılık Kullanımı Üzerinde Covid-19 Pandemisinin Etkileri
Effects of Covid-19 Pandemic on Usage of Digital Banking in Turkey

Summary/Abstract: Digital banking transactions are an important service area for banks with the cost advantage they provide. In addition, digital banking services offer customers time and location flexibility with the opportunity to perform their transactions faster. The most important function of digital banking services for customers is that they can perform their transactions in a more flexible time frame without going to the bank branch. While these main benefits of digital banking increase customer satisfaction, security concerns negatively affect the level of usage. Time and cost savings, transaction speed and quality, and location flexibility are the main factors in customers' preference for digital banking. Apart from these factors, force majeures may also be effective in the usage of digital banking. In this context, Covid-19 pandemic and restriction measures of countries have increased the importance of digital banking services. In this study, the effects of the pandemic were examined on the customers' usage of digital banking in Turkey.

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