Hizmet Kalitesinin Müşteri Memnuniyeti Üzerindeki Etkisinin Banka Müşterileri Üzerinde İncelenmesi
Keywords:
Service Quality, Customer Satisfaction, Bank Customers, Banking ServicesAbstract
The purpose of this study is to examine the effects of service quality on customer satisfaction on bank customers. The research was designed in the relational survey model and data were collected with service quality and customer satisfaction scales. The sample of the study consisted of 450 bank customers who received services from banks operating in Niğde in 2023, who were determined by convenience sampling and who voluntarily accepted to participate in the research. The data obtained were analysed using SPSS 22.0 software in computer environment. According to the results of the research, bank customers perceive the services they receive as high quality and are highly satisfied with the services they receive. There are statistically strong significant relationships between service quality and customer satisfaction. As the quality perception of banking services increases, this situation reflects positively on customer satisfaction and increases the satisfaction levels of customers.
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