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THE EFFECT OF THE COVID-19 PANDEMIC ON INDIVIDUAL MOBILE AND INTERNET BANKING AND CORPORATE MOBILE AND INTERNET BANKING USE (2018-2021)

Year 2022, Volume: 6 Issue: 11, 127 - 149, 30.12.2022
https://doi.org/10.55775/ijemi.1058014

Abstract

In today's digital world, the digitalization of banking transactions and the cost advantage it provides is a very important development for the sector. Digital banking transactions provide both individual and corporate customers with the opportunity to perform their transactions more quickly, providing flexibility in time and space. The most important benefit of internet and mobile banking transactions for corporate and individual customers is that they can perform their transactions without going to a bank branch. In general, factors such as time and cost savings, speed and quality are important for customers to prefer internet and mobile banking. These features of mobile and internet banking have enabled customers to carry out all their transactions from home, without going to the branch, especially under quarantine conditions during the Covid 19 period. In this study, the course of mobile and internet banking usage before and after Covid 19 was examined. The data used in the study were taken from the official website of the Banks Association of Turkey. In the study, data for 2018 September and December and 2019 March, June, September and December periods were taken as the pre-pandemic period, and after the pandemic, 2020 March, June, September, December periods and 2021 March and June period data were taken. The obtained data were analyzed within the scope of Spss package program. First of all, the change percentages were calculated and the differences in internet and mobile banking transactions in the retail segment and internet and mobile banking transactions in the corporate segment were calculated before and after the pandemic.
According to the results of the analysis, it was observed that while there was a decrease in the use of Retail-Internet banking after the pandemic, there was an increase in the use of Retail-Mobile banking, Corporate-Internet and Corporate-Mobile banking transactions. However, significant differences were found in the use of individual and corporate internet and mobile banking before and after the pandemic.

References

  • Al-Weshah , G. (2013). The role of internet banking in continuous improvement areas: quantitative evidence from Jordanian banks. Int. J. of Business Performance Management, 181-196.
  • Auta, E. M. (2010). E-Banking in developing economy: empirical evidence from Nigeria. Journal of applied quantitative methods, 5(2).
  • Aytar, O. (2020). Kriz Yönetimi Bağlamında Türk Bankacılık Sektörünün Covid-19 Pandemisine Yönelik İletişim Stratejisi, International Social Sciences Studies Journal, (e-ISSN:2587-1587) Vol:6, Issue: 65 ve 2948-2955.
  • Arabacı, H., Yücel, D. (2020). COVID-19 Pandemisinin Türk Bankacılık Sektörü Üzerine Etkisi. Social Sciences Research Journal, 9 (3), 196-208
  • Bansal, N., & Jain, M. (2018). Progress in digital banking after demonetization: some evidence. IUP Journal of Bank Management, 17(2), 50-59.
  • Beybur, M., Çetinkaya, M. (2020). Covid 19 Pandemisinin Türkiye’de Dijital Bankacılık Ürün ve Hizmetlerinin Kullanımı Üzerindeki Etkisi. Uluslararası Batı Karadeniz Sosyal ve Beşeri Bilimler Dergisi, 4(2), 148-163
  • Capgemini Consulting (2015) Organizing for Digital: Why Digital Dexterity Matters. Retrieved September 10, 2020 from https://www.capgemini.com/consulting/wp-content/uploads/sites/30/2017/07/digital_orgns_cover_0 8-12.pdf
  • Chandran, R. (2014). Pros and cons of Mobile banking. International Journal of Scientific and Research Publications, 1-5.
  • Chavan, J. (2013). Internet banking-benefits and challenges in an emerging economy. International Journal of Research in Business Management, 1(1), 19-26.
  • Chou, D. C., & Chou, A. Y. (2000). A guide to the Internet revolution in banking. Information Systems Management, 17(2), 51-57.
  • Christopher, G. C., Mike, L. Visit and Amy, W. A. (2006). Logit Analysis of Electronic Banking in New Zealand, International Journal of Bank Market, 24, 360- 383.
  • Commencis (2020). The Future of Digital Banking: Key Takeaways from the Challenger Banks September 2020.
  • Demirel, S. (2021). Covid-19 Pandemi Sürecinin Dijital Bankacılık İşlemleri Üzerinde Etkisi1. Journal of Banking and Capital Markets Research-JBCMR, 5(11), 49-64.
  • Dubey, V. (2019). FinTech Innovations in Digital Banking. International Journal of Engineering Research & Technology (IJERT), 8(10), 2278-0181.
  • Erben Yavuz, A., & Babuşçu, Ş. (2018). Türk Bankacılık Sektöründe Penetrasyon; İnternet Bankacılığı ve Mobil Bankacılık Ürünlerindeki Penetrasyonun Analizi. Ticari Bilimler Fakültesi Dergisi, 24-57.
  • French, S., Leyshon, A. & Meek, S. The Changing Geography of British Bank and Building Society Branch Networks, 2003-2012.
  • Forcadell, F. J., Aracil, E., & Ubeda, F. (2020). Using reputation for corporate sustainability to tackle banks digitalization challenges. Business Strategy and the Environment, 29(6), 2181-2193.
  • Goi, C. L. (2005). E-Banking in Malaysia: Opportunity and challenges. The Journal of Internet Banking and Commerce, 10(3), 1-11.
  • Gonzalez, M. E., Mueller, R. D., & Mack, R. W. (2008). An alternative approach in service quality: an e-banking case study. Quality Management Journal, 15(1), 41-58.
  • Gupta, P. K. (2008). Internet Banking in India: Consumer Concern and Bank Strategies, Global Journal of Business Research, 2(1), pp. 43-5.
  • Hanafizadeh, P., Keating, B. W., & Khedmatgozar, H. R. (2014). A systematic review of Internet banking adoption. Telematics and informatics, 31(3), 492-510.
  • Horvitz, P. M. (1996). Preserving competition in electronic home banking. Journal of Money, Credit and Banking, 28(4), 971-974.
  • Hu, X., Li, W., Hu, Q. (2008). Are mobile payment and banking the killer apps for mobile commerce?. In Proceedings of the 41st Annual Hawaii International Conference on System Sciences; 84-84. IEEE.
  • Huerta, J. M., & Anand, A. (2018). Machine learning and artificial intelligence in consumer banking. Journal of Digital Banking, 3(1), 22-32.
  • Humphreys, A. (2015), Social Media: Enduring Principles, Oxford University Press, Oxford.
  • Indriasari, V., Suparwitri, S., Christnawati, C., & Alhasyimi, A. A. (2019). Different effects of soybean isoflavone genistein on transforming growth factor levels during orthodontic tooth movement among young and old rabbits. F1000Research, 8.
  • Kamel, S. (2005). The Use of Information Technology to Transform the Banking Sector in Developing Nations, Information Technology for Development, 11(4), pp. 305-312
  • Kannabiran, G., & Narayan, P. C. (2005). Deploying Internet Banking and e-Commerce—case study of a private-sector bank in India. Information Technology for Development, 11(4), 363-379.
  • Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business horizons, 53(1), 59-68.
  • Kulshrestha, S., & Dave, R. (2016). Internet Banking Benefits and Challenges in An Emerging Economy. International Research Journal of Management Sociology & Humanity (IRJMSH), 211-218.
  • Liao, Z., Cheung, M. T. (2002). Internet-based e-banking and consumer attitudes: an empirical study. Information & management, 39(4), 283-295.
  • Malhotra, P., & Singh, B. (2007). Determinants of Internet banking adoption by banks in India. Internet Research, 17(3), 323-339.
  • Martins, C., Oliveira, T., & Popovič, A. (2014). Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1-13.
  • Mbama, C. I., Ezepue, P. O. (2018). Digital banking, customer experience and bank financial performance. International Journal of Bank Marketing.
  • Mbama, C.I. & Ezepue. P.O. (2018). Digital Banking, Customer Experience and Bank Financial Performance : UK Customers’ Perceptions. International Journal of Bank Marketing, 36(2), 230–255
  • Moşteanu, D., Roxana, N., Faccia, D., Cavaliere, L. P. L., & Bhatia, S. (2020). Digital Technologies’ Implementation within Financial and Banking System during Socio Distancing
  • Restrictions–Back to the Future. International Journal of Advanced Research in Engineering and Technology, 11(6).
  • Nasir, S. (2015), Customer Relationship Management Strategies in the Digital Era, IGI Global, Hershey, PA
  • Nayak, R. (2018). A Conceptual Study on Digitalization of Banking-Issues and Challenges in Rural India. International Journal of Management, IT and Engineering, 8(6), 186-191.
  • Nguyen, T., & Phuong Dang, T. (2018). Digital banking in Vietnam current situation and recommendations. International Journal of Innovation and Research in Educational Sciences, 5(4), 418-420.
  • Oberhofer, M., Hechler, E., Milman, I., Schumacher, S., & Wolfson, D. (2014). Beyond big data: Using social MDM to drive deep customer insight. IBM Press.
  • Osho, G. S. (2008). How technology is breaking traditional barriers in the banking industry: Evidence from financial management perspective. European Journal of Economics, Finance and Administrative Sciences, 11(3), 15-21.
  • Pilcher, J. (2012). Infographic: The History of Internet Banking (1983-2012), https://thefinancialbrand.com/25380/yodlee-history-of-internet-banking/ , Erişim Tarihi: 12.09.2020.
  • Pyun, C. S., Scruggs, L., Nam, K. (2002). Internet banking in the US, Japan and Europe. Multinational Business Review, 10(2), 73.
  • Salehi, M., Alipour, M. (2010). E-banking in emerging economy: empirical evidence of Iran. International Journal of Economics and Finance, 2(1), 201-209.
  • Sashi, C.M. (2012), “Customer engagement, buyer‐seller relationships, and social media”, Management Decision, Vol. 50 No. 2, pp. 253-272.
  • Selvaraj, P., Ragesh, T. V. (2018). Innovative approach of a regional rural bank in adopting technology banking and improving service quality leading to better digital banking. Vinimaya, 39(1), 22-32.
  • Sharpe, S. A. (1990). Asymmetric information, bank lending, and implicit contracts: A stylized model of customer relationships. The journal of finance, 45(4), 1069-1087.
  • Soni, V. D. (2019). Role of Artificial Intelligence in Combating Cyber Threats in Banking. International Engineering Journal For Research & Development, 4(1), 7-7.
  • Tran, T. B. (2008). Analysis of the Vietnamese Banking sector with special reference to Corporate Governance, Ho Chi Minh City: University of St Gallen. Ho Chi Minh.
  • Uzun, U. (2020). Türkiye’de Dijital Bankacılık Kullanımı Üzerinde Covid-19 Pandemisinin Etkileri. Fiscaoeconomia, 5(1), 309-323.
  • Vives, X. (2019). Digital disruption in banking. Annual Review of Financial Economics, 11, 243-272.
  • Wang, P., McCarthy, B. (2020). What do people “like” on Facebook? Content marketing strategies used by retail bank brands in Australia and Singapore. Australasian Marketing Journal (AMJ).

COVID-19 PANDEMİSİNİN BİREYSEL MOBİL VE İNTERNET BANKACILIĞI İLE KURUMSAL MOBİL VE İNTERNET BANKACILIĞI KULLANIMINA ETKİSİ (2018- 2021)

Year 2022, Volume: 6 Issue: 11, 127 - 149, 30.12.2022
https://doi.org/10.55775/ijemi.1058014

Abstract

Günümüz dijital dünyasında bankacılık işlemlerinin dijitalleşmesi ve sağladığı maliyet avantajı sektör açısından oldukça önemli bir gelişmedir. Dijital bankacılık işlemleri hem bireysel hem de kurumsal müşterilere işlemlerini daha hızlı bir şekilde yapma olanağı sunarak zaman ve mekân esnekliği sağlamaktadır. İnternet ve mobil bankacılık işlemlerinin kurumsal ve bireysel müşterilere sağladığı en önemli fayda ise banka şubesine gitmeksizin işlemlerini gerçekleştirebilmeleri olmasıdır. Genel anlamda müşterilerin internet ve mobil bankacılığını tercih etmelerinde zaman ve maliyet tasarrufu sağlaması, hız ve kaliteli olması gibi etmenler önemlidir. Mobil ve internet bankacılığının bu özellikleri Covid 19 döneminde özellikle karantina koşullarında müşterilerin şubeye gitmeden tüm işlemlerini evden gerçekleştirebilmelerine olanak sağlamıştır. Bu çalışmada mobil ve internet bankacılığı kullanımının Covid 19 öncesi ve sonrası seyri incelenmiştir. Çalışmada kullanılan veriler Türkiye Bankalar Birliği resmî sitesinden alınmıştır. Çalışmada pandemi öncesi dönem olarak 2018 eylül ve aralık dönemleri ve 2019 mart, haziran, eylül ve aralık dönemleri verileri alınmış, pandemi sonrası ise 2020 mart, haziran, eylül, aralık dönemleri ile 2021 mart ve haziran dönem verileri alınmıştır. Elde edilen veriler Spss paket programı kapsamında analiz edilmiştir. Öncelikle değişim yüzdeleri hesaplanmış ve pandemi öncesi ve sonrası bireysel segmentte internet ve mobil bankacılık ile kurumsal segmentte internet ve mobil bankacılık işlemleri farklılıkları hesaplanmıştır.
Yapılan analiz sonuçlarına göre Bireysel-İnternet bankacılığının kullanımında pandemi sonrasında düşüş yaşanırken, Bireysel-Mobil bankacılık ile Kurumsal-İnternet ve Kurumsal-Mobil bankacılık işlemlerinin kullanımında ise artış meydana geldiği görülmüştir. Bununla birlikte bireysel ve kurumsal internet ve mobil bankacılık kullanımında pandemi öncesi ve sonrasında anlamlı farklılıklar tespit edilmiştir.

References

  • Al-Weshah , G. (2013). The role of internet banking in continuous improvement areas: quantitative evidence from Jordanian banks. Int. J. of Business Performance Management, 181-196.
  • Auta, E. M. (2010). E-Banking in developing economy: empirical evidence from Nigeria. Journal of applied quantitative methods, 5(2).
  • Aytar, O. (2020). Kriz Yönetimi Bağlamında Türk Bankacılık Sektörünün Covid-19 Pandemisine Yönelik İletişim Stratejisi, International Social Sciences Studies Journal, (e-ISSN:2587-1587) Vol:6, Issue: 65 ve 2948-2955.
  • Arabacı, H., Yücel, D. (2020). COVID-19 Pandemisinin Türk Bankacılık Sektörü Üzerine Etkisi. Social Sciences Research Journal, 9 (3), 196-208
  • Bansal, N., & Jain, M. (2018). Progress in digital banking after demonetization: some evidence. IUP Journal of Bank Management, 17(2), 50-59.
  • Beybur, M., Çetinkaya, M. (2020). Covid 19 Pandemisinin Türkiye’de Dijital Bankacılık Ürün ve Hizmetlerinin Kullanımı Üzerindeki Etkisi. Uluslararası Batı Karadeniz Sosyal ve Beşeri Bilimler Dergisi, 4(2), 148-163
  • Capgemini Consulting (2015) Organizing for Digital: Why Digital Dexterity Matters. Retrieved September 10, 2020 from https://www.capgemini.com/consulting/wp-content/uploads/sites/30/2017/07/digital_orgns_cover_0 8-12.pdf
  • Chandran, R. (2014). Pros and cons of Mobile banking. International Journal of Scientific and Research Publications, 1-5.
  • Chavan, J. (2013). Internet banking-benefits and challenges in an emerging economy. International Journal of Research in Business Management, 1(1), 19-26.
  • Chou, D. C., & Chou, A. Y. (2000). A guide to the Internet revolution in banking. Information Systems Management, 17(2), 51-57.
  • Christopher, G. C., Mike, L. Visit and Amy, W. A. (2006). Logit Analysis of Electronic Banking in New Zealand, International Journal of Bank Market, 24, 360- 383.
  • Commencis (2020). The Future of Digital Banking: Key Takeaways from the Challenger Banks September 2020.
  • Demirel, S. (2021). Covid-19 Pandemi Sürecinin Dijital Bankacılık İşlemleri Üzerinde Etkisi1. Journal of Banking and Capital Markets Research-JBCMR, 5(11), 49-64.
  • Dubey, V. (2019). FinTech Innovations in Digital Banking. International Journal of Engineering Research & Technology (IJERT), 8(10), 2278-0181.
  • Erben Yavuz, A., & Babuşçu, Ş. (2018). Türk Bankacılık Sektöründe Penetrasyon; İnternet Bankacılığı ve Mobil Bankacılık Ürünlerindeki Penetrasyonun Analizi. Ticari Bilimler Fakültesi Dergisi, 24-57.
  • French, S., Leyshon, A. & Meek, S. The Changing Geography of British Bank and Building Society Branch Networks, 2003-2012.
  • Forcadell, F. J., Aracil, E., & Ubeda, F. (2020). Using reputation for corporate sustainability to tackle banks digitalization challenges. Business Strategy and the Environment, 29(6), 2181-2193.
  • Goi, C. L. (2005). E-Banking in Malaysia: Opportunity and challenges. The Journal of Internet Banking and Commerce, 10(3), 1-11.
  • Gonzalez, M. E., Mueller, R. D., & Mack, R. W. (2008). An alternative approach in service quality: an e-banking case study. Quality Management Journal, 15(1), 41-58.
  • Gupta, P. K. (2008). Internet Banking in India: Consumer Concern and Bank Strategies, Global Journal of Business Research, 2(1), pp. 43-5.
  • Hanafizadeh, P., Keating, B. W., & Khedmatgozar, H. R. (2014). A systematic review of Internet banking adoption. Telematics and informatics, 31(3), 492-510.
  • Horvitz, P. M. (1996). Preserving competition in electronic home banking. Journal of Money, Credit and Banking, 28(4), 971-974.
  • Hu, X., Li, W., Hu, Q. (2008). Are mobile payment and banking the killer apps for mobile commerce?. In Proceedings of the 41st Annual Hawaii International Conference on System Sciences; 84-84. IEEE.
  • Huerta, J. M., & Anand, A. (2018). Machine learning and artificial intelligence in consumer banking. Journal of Digital Banking, 3(1), 22-32.
  • Humphreys, A. (2015), Social Media: Enduring Principles, Oxford University Press, Oxford.
  • Indriasari, V., Suparwitri, S., Christnawati, C., & Alhasyimi, A. A. (2019). Different effects of soybean isoflavone genistein on transforming growth factor levels during orthodontic tooth movement among young and old rabbits. F1000Research, 8.
  • Kamel, S. (2005). The Use of Information Technology to Transform the Banking Sector in Developing Nations, Information Technology for Development, 11(4), pp. 305-312
  • Kannabiran, G., & Narayan, P. C. (2005). Deploying Internet Banking and e-Commerce—case study of a private-sector bank in India. Information Technology for Development, 11(4), 363-379.
  • Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business horizons, 53(1), 59-68.
  • Kulshrestha, S., & Dave, R. (2016). Internet Banking Benefits and Challenges in An Emerging Economy. International Research Journal of Management Sociology & Humanity (IRJMSH), 211-218.
  • Liao, Z., Cheung, M. T. (2002). Internet-based e-banking and consumer attitudes: an empirical study. Information & management, 39(4), 283-295.
  • Malhotra, P., & Singh, B. (2007). Determinants of Internet banking adoption by banks in India. Internet Research, 17(3), 323-339.
  • Martins, C., Oliveira, T., & Popovič, A. (2014). Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1-13.
  • Mbama, C. I., Ezepue, P. O. (2018). Digital banking, customer experience and bank financial performance. International Journal of Bank Marketing.
  • Mbama, C.I. & Ezepue. P.O. (2018). Digital Banking, Customer Experience and Bank Financial Performance : UK Customers’ Perceptions. International Journal of Bank Marketing, 36(2), 230–255
  • Moşteanu, D., Roxana, N., Faccia, D., Cavaliere, L. P. L., & Bhatia, S. (2020). Digital Technologies’ Implementation within Financial and Banking System during Socio Distancing
  • Restrictions–Back to the Future. International Journal of Advanced Research in Engineering and Technology, 11(6).
  • Nasir, S. (2015), Customer Relationship Management Strategies in the Digital Era, IGI Global, Hershey, PA
  • Nayak, R. (2018). A Conceptual Study on Digitalization of Banking-Issues and Challenges in Rural India. International Journal of Management, IT and Engineering, 8(6), 186-191.
  • Nguyen, T., & Phuong Dang, T. (2018). Digital banking in Vietnam current situation and recommendations. International Journal of Innovation and Research in Educational Sciences, 5(4), 418-420.
  • Oberhofer, M., Hechler, E., Milman, I., Schumacher, S., & Wolfson, D. (2014). Beyond big data: Using social MDM to drive deep customer insight. IBM Press.
  • Osho, G. S. (2008). How technology is breaking traditional barriers in the banking industry: Evidence from financial management perspective. European Journal of Economics, Finance and Administrative Sciences, 11(3), 15-21.
  • Pilcher, J. (2012). Infographic: The History of Internet Banking (1983-2012), https://thefinancialbrand.com/25380/yodlee-history-of-internet-banking/ , Erişim Tarihi: 12.09.2020.
  • Pyun, C. S., Scruggs, L., Nam, K. (2002). Internet banking in the US, Japan and Europe. Multinational Business Review, 10(2), 73.
  • Salehi, M., Alipour, M. (2010). E-banking in emerging economy: empirical evidence of Iran. International Journal of Economics and Finance, 2(1), 201-209.
  • Sashi, C.M. (2012), “Customer engagement, buyer‐seller relationships, and social media”, Management Decision, Vol. 50 No. 2, pp. 253-272.
  • Selvaraj, P., Ragesh, T. V. (2018). Innovative approach of a regional rural bank in adopting technology banking and improving service quality leading to better digital banking. Vinimaya, 39(1), 22-32.
  • Sharpe, S. A. (1990). Asymmetric information, bank lending, and implicit contracts: A stylized model of customer relationships. The journal of finance, 45(4), 1069-1087.
  • Soni, V. D. (2019). Role of Artificial Intelligence in Combating Cyber Threats in Banking. International Engineering Journal For Research & Development, 4(1), 7-7.
  • Tran, T. B. (2008). Analysis of the Vietnamese Banking sector with special reference to Corporate Governance, Ho Chi Minh City: University of St Gallen. Ho Chi Minh.
  • Uzun, U. (2020). Türkiye’de Dijital Bankacılık Kullanımı Üzerinde Covid-19 Pandemisinin Etkileri. Fiscaoeconomia, 5(1), 309-323.
  • Vives, X. (2019). Digital disruption in banking. Annual Review of Financial Economics, 11, 243-272.
  • Wang, P., McCarthy, B. (2020). What do people “like” on Facebook? Content marketing strategies used by retail bank brands in Australia and Singapore. Australasian Marketing Journal (AMJ).
There are 53 citations in total.

Details

Primary Language Turkish
Subjects Business Administration
Journal Section Articles
Authors

Dr.öğretim Üyesi Serkan Demirel 0000-0002-7285-1504

Publication Date December 30, 2022
Submission Date January 14, 2022
Acceptance Date June 26, 2022
Published in Issue Year 2022 Volume: 6 Issue: 11

Cite

APA Demirel, D. Ü. S. (2022). COVID-19 PANDEMİSİNİN BİREYSEL MOBİL VE İNTERNET BANKACILIĞI İLE KURUMSAL MOBİL VE İNTERNET BANKACILIĞI KULLANIMINA ETKİSİ (2018- 2021). International Journal of Entrepreneurship and Management Inquiries, 6(11), 127-149. https://doi.org/10.55775/ijemi.1058014

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