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dc.contributor.authorDinçer, Hasan
dc.contributor.authorYüksel, Serhat
dc.contributor.authorCanbolat, Zehra Nur
dc.contributor.authorPınarbaşı, Fatih
dc.date.accessioned2020-03-06T07:13:41Z
dc.date.available2020-03-06T07:13:41Z
dc.date.issued2019en_US
dc.identifier.citationDinçer, H., Yüksel, S., Canbolat, Z. N., Pınarbaşı, F. (2019). Data mining-based evaluating the customer satisfaction for the mobile applications: An analysis on Turkish banking sector by using IT2 fuzzy dematel. Tools and Techniques for Implementing International E-Trading Tactics for Competitive Advantage içinde (320-339. ss.). http://doi.org/10.4018/978-1-7998-0035-4.ch015en_US
dc.identifier.isbn9781799800378
dc.identifier.isbn9781799800354
dc.identifier.urihttp://doi.org/10.4018/978-1-7998-0035-4.ch015
dc.identifier.urihttps://hdl.handle.net/20.500.12511/5006
dc.description.abstractThe aim of this study is to evaluate the customer satisfaction for mobile applications in the Turkish banking industry. For this purpose, the last 500 customer comments of 24 different Turkish deposit banks' mobile applications are analyzed with data mining approach. In this process, the most frequent one keyword, two keywords and three keywords are identified, and the most important dimensions are classified into four different categories. Secondly, IT2 fuzzy DEMATEL methodology is considered to weight these dimensions. The findings show that operational and usability are the most important dimensions regarding the customer satisfaction in mobile applications. This situation explains that customers give importance to the quality and variability of the services given by the mobile applications. Hence, it is recommended that different services, such as credit card payment and money transferring should be provided in these applications by the banks. Another important point is that these applications should.en_US
dc.language.isoengen_US
dc.publisherIGI Globalen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectDataen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectMobile Applicationsen_US
dc.subjectIT2 Fuzzy Dematelen_US
dc.titleData mining-based evaluating the customer satisfaction for the mobile applications: An analysis on Turkish banking sector by using IT2 fuzzy dematelen_US
dc.typebookParten_US
dc.relation.journalTools and Techniques for Implementing International E-Trading Tactics for Competitive Advantageen_US
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, Uluslararası Ticaret ve Finansman Bölümüen_US
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, Lojistik Yönetimi Bölümüen_US
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, İşletme Bölümüen_US
dc.authorid0000-0002-8072-031Xen_US
dc.authorid0000-0002-9858-1266en_US
dc.authorid0000-0001-8359-5713en_US
dc.authorid0000-0001-9005-0324en_US
dc.identifier.startpage320en_US
dc.identifier.endpage339en_US
dc.relation.publicationcategoryKitap Bölümü - Uluslararasıen_US
dc.identifier.doi10.4018/978-1-7998-0035-4.ch015en_US


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