Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector

Abstract

Purpose Using the attitudes of students toward ideal banking services, the purpose of this paper is to examine the structure of banking-related SERVQUAL service dimensions with first-order and second-order confirmatory factors analysis. Following this, a study model was suggested to describe the relationship between the perceptions of students regarding the services provided by their banks and their overall level of satisfaction with the bank. Design/methodology/approach The sample group for the study comprised students from the Faculty of Economics and Administrative Sciences of Eskisehir Osmangazi University. The sample included 441 students, and was designed according to a stratified and proportional distribution. The first-order and second order confirmatory factor model used to confirm the structure of the SERVQUAL service dimensions presented in the study was found to be suitable and compatible. The relationship of the SERVQUAL service dimensions based on the actual perception of banking services by the students with the students’ satisfaction and loyalty to their banks was investigated using a structural equation modeling (SEM) analysis. Findings Based on the study results, it was concluded that the confidence inspired by the banks, the reliability of their services, and the physical appearance and accessibility of the bank all have an effect in increasing customer satisfaction. Originality/value Conducting this study using university students, who represent a specific group, will help in determining whether the quality of banking services provided to students is, in itself, sufficient to make them prefer these banks. Furthermore, the study will also shed light on various other aspects, such as the banks’ efforts at reviewing and developing the services they provide to students.

Customer loyalty to Islamic banks: Evidence from Indonesia

“…According to Monferrer et al (2019) customer relations represent a factor in attaining customer loyalty through customer satisfaction because it has the strongest total effect on customers. However, studies, for instance, Kashif and Rehman (2015), Altaf (2017), Yilmaz et al (2018), and Ali and Naeem (2019) conclude that their results cannot be generalized because cultural differences may affect customer loyalty to Islamic banks in various countries.…”

An Empirical Study Analyzing the ATM Service Quality and Customer Satisfaction Relationship in Rwanda

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Efeitos das dimensões da qualidade do serviço na satisfação do usuário do transporte público

“…Se esses tangıveis forem inadequados, indisponıveis ou em más condições, os clientes não se sentirão satisfeitos com o serviço do transporte público. Estudos empıŕicos mostraram um efeito positivo da dimensão tangıvel na satisfação em diversos tipos de serviços em companhias aéreas (Leong et al, 2015), hospitais (Calisir et al, 2014), bancos (Yilmaz et al, 2017) e cassinos (Shi et al, 2014). Portanto, a segunda hipótese de pesquisa é formulada: H2: A dimensão Tangıveis tem um efeito positivo na satisfação do usuário de transporte público.…”