You are here

Home » Content

TÜRK BANKALARININ WEB SİTELERİNDE MİY UYGULAMALARI İLE İLGİLİ İÇERİK ANALİZİ

THE CONTENT ANALYSIS OF TURKISH BANKS' WEB SITES FOR CRM RELATED APPLICATIONS

Journal Name:

  • Yönetim-İstanbul Üniversitesi İşletme Fakültesi İşletme İktisadı Enstitüsü Dergisi

Publication Year:

  • 2008

Key Words:

Keywords (Original Language):

Author NameUniversity of Author
Abstract (2. Language): 
I nrecen tyears,byth eprevalenc eofth eInternet ,onlinebankingha saccelerate ditsgrowth.I naddition,t oavoid timean deffortconsuminglongqueue sofbankbranches ,peoplebegint ous einterne tbankingmorefrequentl yan d almos tforever yservice .Today,interne tbankingbecome sacrucialtoolforbank si nordert oretaincurrent customer san dattractne wones .I notherwords,onlinebankinga sanalternativedistributionchanne lca ngainth e utmostbenefitfromcustome rrelationshipmanagement(CRM).Thepurpos eofthi spape ristoexamin ean dclassify th econten tofTurkishbanks'website sfortheme stha tar edirectlyorindirectlyrelate dwithCRM.Afterth econten t analysi sofmajorTurkishbankwebsite sregardingtoCRM,i tisdiscoveredtha tth econten tofbanks'website sca n b eclassifiedunderfourmajorheadings :bankidentityrelate dinformation,websit eproceduralan dtechnica l infrastructure ,securit yan dprivacy,an dmarketingan dcor ebankingfunctions .Iti ssuggeste dtha ti nordert o achiev esubstantia ladvantag eagains ttheircompetitors,bank smustgiveimportanc et oan dimprov eth e aforementione dsubject sontheirwebsites .
Bookmark/Search this post with
Abstract (Original Language): 
So nyıllarda,internetinyaygınlaşmasıylaberaber,çevrimiçibankacılığınbüyümesid eivm ekazanmıştır.Bunae k olarak,zama nveefo rharcana nuzunbankakuyruklarındankaçınaninsanla rinterne tbankacılığınıdah asıkve neredeys eheme nherhizmetiçinkullanmayabaşlamışlardır.Bugün,interne tbankacılığıbankalarınmevcut müşterilerinield etutm aveyenimüşterilerkazanmalarındaönemlibirunsurhalinegelmiştir.Başkabirdeyişle,bir alternatifdağıtımkanalıolançevrimiçibankacılıkmüşteriilişkileriyönetiminden(MİY)azam ifayd asağlayabilir. BuçalışmanınamacıTürkbankalarınınwebsitelerindedoğrudanveyadolaylıolarakMİYileilgil ikonuların içeriğiniinceleme kvesınıflandırmaktır.TürkbankalarınınwebsitelerindeMİY'eyönelikyapılaniçerikanalizi sonucunda ,bankalarınwebsitelerininiçeriğinindörtan abaşlıkaltındasınıflandırılacağıbulunmuştur:bankakimliği ileilgil ibilgi,websitesininsüreçselveteknikaltyapısı,güvenlikvegizlilik,vepazarlam avean abankacılık fonksiyonları.Rakiplerinekarşıönemlibiravanta jkazanmalarıiçin,bankalarınwebsitelerindebelirtilenkonulara önemvermelerivebunlarıgeliştirmeleriönerilmektedir.
FULL TEXT (PDF): 
PDF icon arastirmax-turk-bankalarinin-web-sitelerinde-miy-uygulamalari-ile-ilgili-icerik-analizi.pdf
  • 59
18-26
  • English

REFERENCES

References: 

ABUSHANAB,E.,PEARSON,J.M.,2007,"Internet
BankinginJordan:TheUnifiedTheoryof
AcceptanceandUseofTechnology(UTAUT)
perspective",JournalofSystemsand
informationTechnology,Vol:9,pp.78-97.
AKINCI,S. ,AKSOY,Ş.,ATILGAN,E.,2004,
"AdoptionofInternetBankingAmong
SophisticatedConsumerSegment sina n
AdvancedDevelopingCountry",International
JournalofBankMarketing,Vol:22,pp.212 ¬
232.
BRODERICK,A.J.,VACHIRAPORNPUK,S. ,2002,
"ServiceQualityinInternetBanking:The
ImportanceofCustomerRole",Marketing
IntelligenceandPlanning,Vol:20,pp.327 ¬
335.
CASALÖ,L.V.,FLAVIÂN,C.,GUINALİU,M.,2007,
"TheRoleofSecurity,Privacy,Usabilityand
ReputationintheDevelopmentofOnline
Banking",OnlineInformationReview,Vol:
31,pp.583-603.
DATAMONITOR,2007,"OnlineBankingStrategies:
BestPracticefromEurope",Datamonitor,
www.datamonitor.com/industries/research/7pid
=DMFS2144&type,retrievedNovember5
th
,
2007.
eMARKETER,2007,"BankingandBillPayingOnline:
ChasingThoseDigitalDollars",eMarketer,
www.emarketer.com/Reports/All/Emarketer2
000412.aspx ,retrievedNovember5
th
,2007.
ERIKSSON,K.,KEREM,K.,NILSSON,D.,2005,
"Custome rAcceptanceofInternetBankingi n
Estonia",InternationalJournalofBank
Marketing,Vol:23,pp.200-216.
GERRARD,P.,CUNNINGHAM,J.B.,2003,"The
DiffusionofInternetBankingAmong
SingaporeConsumers",InternationalJournal
ofBankMarketing,Vol:21,pp.16-28 .
GERRARD,P.,CUNNINGHAM,J.B.,DEVLINJ.F. ,
2006,"WhyConsumersarenotUsingInternet
Banking:AQualitativeStudy",Journalof
ServicesMarketing,Vol:20,pp.160-168 .
HARRIS,H.,2001,"ContentAnalysisofSecondary
Data:AStudyofCourageinManagerial
DecisionMaking",JournalofBusiness
Ethics,Vol:34,pp.191-208 .
HERINGTON,C.,WEAVEN,S. ,2007,"CanBanks
ImproveCustomerRelationshipsWithHigh
QualityOnlineServices?",ManagingService
Quality,Vol:17 ,pp.404-427.
HITT,L.,FREI,F.,2007,"DoBetterCustomersUtilize
ElectronicDistributionChannel?TheCasefor
PCBanking",ManagementScience,Vol:48,
pp.732-748.
HUTCHINSON,D.,WARREN,M.,2003,"Securityfor
InternetBanking:AFramework",Logistics
InformationManagement,Vol:16 ,pp.64-73.
IWS,2006,"InternetUsageStatistics",InternetWorld
Stats, www.Internetworldstats.com/stats.htm,
retrievedNovember5
th
,2007.
JENKINS,H.,(2007),"AdoptingInternetBanking
ServicesinaSmallIslandState:Assuranceof
BankServiceQuality",ManagingService
Quality,Vol:17 ,pp.523-537.
JUN,M.,CAI,S. ,2001,"TheKeyDeterminantsof
InternetBankingServiceQuality:AContent
25
Analysis",InternationalJournalofBank
Marketing,Vol:19 ,pp.276-291.
KASSARJIAN,H.,1977 ,"ContentAnalysisin
ConsumerResearch".JournalofConsumer
Research.Vol:4,pp.8-16 .
LEE,E.,KWON,K.,SCHUMANN,D.W.,2005,
"SegmentingtheNon-adopterCategoryinthe
DiffusionofInternetBanking",International
JournalofBankMarketing,Vol:23,pp.414 ¬
437.
MÂENPÂÂ,K.,2006,"ClusteringtheConsumerson
theBasisofTheirPerceptionsoftheInternet
BankingServices",InternetResearch,Vol:16 ,
pp.304-322.
MALHOTRA,P.,SINGH,B.,2007,"Determinantsof
InternetBankingAdoptionbyBanksinIndia",
InternetResearch,Vol:17 ,pp.323-339.
MATTILA,M.,KARJALUOTO,H.,PENTO,T.,2003,
"InternetBankingAdoptionAmongMature
Customers:EarlyMajorityorLaggards?",
JournalofServicesMarketing,Vol:17,pp.
514-528.
MOLS,N.P.,2000,"TheInternetandServices
Marketing-TheCaseofDanishRetail
Banking",InternetResearch:Electronic
NetworkingApplications&Policy,Vol:10 ,
pp.7-18.
MOLS,N.P.,2001,"OrganizingfortheEffective
IntroductionofNewDistributionChannelsin
RetailBanking",EuropeanJournalof
Marketing,Vol:35,pp.661-686.
NDUBISI,N.O.,SINTI,Q.,2006,"ConsumerAttitudes,
System'sCharacteristicsandInternetBanking
AdoptioninMalaysia",Management
ResearchNews,Vol:29,pp.16-27 .
POLATOĞLU,V.N.,EKIN,S. ,2001,"AnEmpirical
InvestigationoftheTurkishConsumers'
AcceptanceofInternetBankingServices",
InternationalJournalofBankMarketing,
Vol:19 ,pp.156-165 .
ROTCHANAKITUMNUAI,S. ,SPEECE ,M.2003,
"BarrierstoInternetBankingAdoption:A
QualitativeStudyAmongCorporateCustomers
inThailand",InternationalJournalofBank
Marketing,Vol:21,pp.312-323.
SATHYE,M.,1999 ,"AdoptionofInternetBankingby
AustralianConsumers:AnEmpirical
Investigation",InternationalJournalofBank
Marketing,Vol:17 ,pp.324-334.
TNSPIAR,2005,"TürkiyeProfili,2005",
TURKCELL,
www.listweb.bilkent.edu.tr/bsb/2006/Mar/att-0026/01-TurkiyeProfili2005.p...
November5
th
,2007.
WANG,Y.,WANG,Y.,LIN,H.,TANG,T.,2003,
"DeterminantsofUserAcceptanceofInternet
Banking:AnEmpiricalStudy",International
JournalofServiceIndustryManagement,
Vol:12,pp.501-519.
WEBER,R.P.,1990 ,BasicContentAnalysis,2
n d
ed,
UK:Sag ePublications.
ZIMMER,M.,GOLDEN,L.,1988 ,"Impressionsof
RetailStores:AContentAnalysisofConsumer
Images",JournalofRetailing,Vol:64,pp.
265-293.

Thank you for copying data from http://www.arastirmax.com