Digital Banking in Turkiye
Erkan Kose
Hasan Dikici
Betul Yildirim
Abstract
Digital banking has become a critical component of financial systems worldwide; however, adoption rates remain uneven across emerging markets. This study aims to identify the key barriers to digital banking adoption in Türkiye. This study employs a quantitative research design using survey data collected from 471 bank customers in Türkiye. Factor analysis, reliability analysis, and ANOVA tests were conducted to identify the primary barriers and demographic effects influencing digital banking adoption. The results reveal that digital banking adoption barriers are primarily explained by two main factors: lack of trust and lack of knowledge. Furthermore, digital banking usage increases significantly among individuals with higher education levels, higher income levels, and younger age groups. This study provides empirical evidence on digital banking adoption barriers in an emerging market context and contributes to fintech adoption literature.
Keywords
Digital Banking; Emerging Markets; Fintech Adoption; Türkiye; Financial Technology; Banking BehaviorFull Text
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[2] Ayo, C. K., Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users’ behaviour: E-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347–367. https://doi.org/10.1108/IJBM-12-2014-0175
[3] Bayrakdaroğlu, A. (2012). A field study for factors affecting individuals’ usage of internet banking. Business and Economics Research Journal, 3(4), 57–75.
[4] Beybur, M., & Çetinkaya, M. (2020). The impact of COVID-19 pandemic on usage of digital banking products and services in Turkey. Uluslararası Batı Karadeniz Sosyal ve Beşeri Bilimler Dergisi, 4(2), 148–163. https://doi.org/10.46452/baksoder.739722
[5] Beyoğlu, A. (2025). Türk bankacılık sektöründe dijital bankacılık verimlilik analizi. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 43(2), 232–248. https://doi.org/10.17065/huniibf.1517751
[6] Bulut, E., & Çizgici Akyüz, G. (2020). Türkiye’de dijital bankacılık ve ekonomik büyüme ilişkisi. Marmara Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 42(2), 223–246. https://doi.org/10.14780/muiibd.854325
[7] Büyüköztürk, Ş. (2002). Faktör analizi: Temel kavramlar ve ölçek geliştirmede kullanımı. Kuram ve Uygulamada Eğitim Yönetimi, 32, 470–483.
[8] Chauhan, S., Akhtar, A., & Gupta, A. (2022). Customer experience in digital banking: A review and future research directions. International Journal of Quality and Service Sciences, 14(2), 311–348. https://doi.org/10.1108/IJQSS-05-2021-0077
[9] Conover, W. J., & Iman, R. L. (1981). Rank transformations as a bridge between parametric and nonparametric statistics. The American Statistician, 35(3), 124–129. https://doi.org/10.1080/00031305.1981.10479327
[10] Çon, Z., & Arıca, F. (2024). Dijital bankacılığın geleceği: Türkiye’deki yenilikler ve küresel trendler. Girişimcilik ve Kalkınma Dergisi, 19(2), 21–32.
[11] Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
[12] Deloitte. (2020, July 30). The acceleration of digitization as a result of COVID-19. https://www.deloitte.com/an/en/services/risk-advisory/blogs/acceleration-of-digitization-as-result-of-covid-19.html
[13] Demirel, A. C. (2017). Dijital bankacılık ve Türkiye’deki mevcut durumunun analizi [Master’s thesis, Başkent University].
[14] Demirhan, M. (2021). Sectoral overview: The effects of digitalization in Turkish banking sector on the branch distribution channel. Erciyes Akademi, 35(1), 10–19. https://doi.org/10.48070/erciyesakademi.871533
[15] Esen, F. S. (2020). A technology acceptance based approach to digital banking use. Bilişim Teknolojileri Dergisi, 13(4), 401–410. https://doi.org/10.17671/gazibtd.653927
[16] Eurostat. (2025). Individuals using the internet for internet banking [Data set]. https://ec.europa.eu/eurostat/databrowser/view/tin00099/default/table
[17] Garepasha, A., Aali, S., Bafandeh Zendeh, A. R., & Iranzadeh, S. (2021). Relationship dynamics in customer loyalty to online banking services. Journal of Islamic Marketing, 12(4), 830–863. https://doi.org/10.1108/JIMA-09-2019-0183
[18] Gefen, D., Karahanna, E., & Straub, D. (2003). Trust and TAM in online shopping. MIS Quarterly, 27(1), 51–90. https://doi.org/10.2307/30036519
[19] Jerenz, A. (2022, September 8). Winning in digital banking. McKinsey & Company. https://www.mckinsey.com/capabilities/tech-and-ai/our-insights/tech-forward/winning-in-digital-banking
[20] Kaplan, M., & Korkmaz, C. İ. (2020). Dijital bankacılık kullanım niyetine etki eden faktörler üzerine bir araştırma. Management and Political Sciences Review, 2(2), 69–85.
[21] Kaur, B., Kiran, S., Grima, S., & Rupeika-Apoga, R. (2021). Digital banking in Northern India: The risks on customer satisfaction. Risks, 9(11), Article 209. https://doi.org/10.3390/risks9110209
[22] Kurtuluş, K. (1998). Pazarlama araştırmaları. İstanbul Üniversitesi İşletme Fakültesi.
[23] Mbama, C. I., Ezepue, P., Alboul, L., & Beer, M. (2018). Digital banking, customer experience and financial performance: UK bank managers’ perceptions. Journal of Research in Interactive Marketing, 12(4), 432–451. https://doi.org/10.1108/JRIM-01-2018-0026
[24] Mpofu, F. Y. (2023). Gender disparity and digital financial inclusion in advancing sustainable development goals. International Journal of Innovation in Management, Economics and Social Sciences, 3(3), 49–70. https://doi.org/10.52547/ijimes.3.3.49
[25] Nguyen, N. T. H., Kim-Duc, N., & Freiburghaus, T. L. (2022). Effect of digital banking-related customer experience on banks’ financial performance during COVID-19: A perspective from Vietnam. Journal of Asia Business Studies, 16(1), 200–222. https://doi.org/10.1108/JABS-09-2020-0356
[26] Norman, G. (2010). Likert scales, levels of measurement and the “laws” of statistics. Advances in Health Sciences Education, 15(5), 625–632. https://doi.org/10.1007/s10459-010-9222-y
[27] Noyan, E., & Gavcar, E. (2020). Evaluation of customer satisfaction in digital banking with multi-criteria decision-making methods. MANAS Journal of Social Studies, 9(4), 2349–2363. https://doi.org/10.33206/mjss.757425
[28] Oliveira, T., Faria, M., Thomas, M. A., & Popovič, A. (2014). Extending the understanding of mobile banking adoption. Computers in Human Behavior, 34, 169–180. https://doi.org/10.1016/j.chb.2014.02.041
[29] Özkan, T., & İpekten, O. B. (2017). The factors influencing the decision of using internet banking services. Atatürk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 21(2), 647–664.
[30] Petrova, L. A., & Kuznetsova, T. E. (2020). Digitalization in the banking industry: Digital transformation of environment and business processes. Financial Journal, 12(3), 91–101. https://doi.org/10.31107/2075-1990-2020-3-91-101
[31] Schmidt-Jessa, K. (2023). The impact of COVID-19 on digital-only banks: Are they winners or losers? Journal of Banking Regulation, 24(3), 310–320. https://doi.org/10.1057/s41261-022-00196-0
[32] Shaikh, A. A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics, 32(1), 129–142. https://doi.org/10.1016/j.tele.2014.05.003
[33] Tabachnick, B. G., & Fidell, L. S. (2013). Using multivariate statistics (6th ed.). Pearson.
[34] Terzi, O. & İşli, A. G. (2020). Digital literacy in a digital world: A research on bank customers. Akdeniz Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. (7), 50-67.
[35] Tam, C., & Oliveira, T. (2016). Understanding mobile banking individual performance. Internet Research, 26(3), 654–673. https://doi.org/10.1108/IntR-05-2014-0166
[36] Zeybek, H. (2018). Dijital bankacılık. Mali Çözüm Dergisi, 28(150), 79–107.
Copyright © 2026 Erkan Kose, Hasan Dikici, Betul Yildirim
Publishing time:2026-07-22
This work is licensed under a Creative Commons Attribution 4.0 International License