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An empirical investigation of the Turkish consumers’ acceptance of Internet banking services

Vichuda Nui Polatoglu (Assistant Professor, Faculty of Economics and Administrative Sciences, Anadolu University, Eskisehir, Turkey)
Serap Ekin (Assistant Professor, Faculty of Economics and Administrative Sciences, Istanbul Bilgi University, Istanbul, Turkey)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 1 July 2001

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Abstract

An exploratory study of consumer acceptance of Internet banking (IB) services is conducted in a Turkish bank. Examines both consumer‐related factors that may affect the adoption of an innovation or a product (such as complexity, perceived risk, and relative advantage) as well as organizational factors such as marketing effort. The results suggest that IB not only reduces operational cost to the bank, but also leads to higher levels of customer satisfaction and retention. Accordingly, it is argued that IB is strategically important to the banking sector in an emerging economy, such as in Turkey.

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Citation

Nui Polatoglu, V. and Ekin, S. (2001), "An empirical investigation of the Turkish consumers’ acceptance of Internet banking services", International Journal of Bank Marketing, Vol. 19 No. 4, pp. 156-165. https://doi.org/10.1108/02652320110392527

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MCB UP Ltd

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