Articlediamond2016

Customer Satisfaction in the Banking Sector: The Case of North Cyprus

Nesrin Özataç · Tülen Saner · Zeynep Suzmen Sen

51 citations0/0 files storedProcedia Economics and Finance

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Banking Sector Performance and Management

Abstract

The aim of the study is to evaluate the determinants of customer satisfaction on higher service quality in North Cyprus Banking sector. SERVQUAL model is used to analyse the perception of customers on determinants of service quality. Total of 207 cutomers of the major banks in North Cyprus have been surveyed. Empirical analysis are carried out by SPSS 18. Empirical results reveal that Cutomer satisfaction in the banking sector depends on good and firm relations, building trust between customers and bank emloyees for the case of North Cyprus. Results also suggest positive word of mouth plays a major role in customer satisfaction.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 1990Zero defections: quality comes to services.1991Refinement and reassessment of the SERVQUAL scale.1990Delivering quality service: balancing customer perceptions and expectations 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn

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