TY  - JOUR
TT  - Measuring the Quality of Service of Banks Serving in Balıkesir Bigadiç
AU  - Bekki, Alper
PY  - 2017
DA  - July
JF  - İktisadi Yenilik Dergisi
JO  - Ekinoks
PB  - Siirt University
WT  - DergiPark
SN  - 2148-0729
SP  - 1
EP  - 9
VL  - 4
IS  - 3
KW  - Hizmet Kalitesi
KW  - Hizmet Kalitesinin Ölçümü
KW  - Faktör Analizi
KW  - Bankalar
N2  - Likewise in all sectors today,quality plays an important role in service sector either. With the improvementof quality, organizations will be able to upgrade their competence levels,increase their market shares, offer better goods and services and have a betterreputation among customers. For the improvement of quality, it is highlyimportant for a service organization to know its quality level and how it hasbeen appreciated by customers. In this study, it is aimed to evaluate theservice quality of banks, which show an enormous importance in service sector.For this purpose, a survey has been conducted for 200 customers of 5 differentbanks in Balıkesir Bigadiç. In addition to demographical data of customers, theviews of customers have also been collected about tangibles, reliability, responsiveness,assurances and empathy in the choice of a bank. In the study, it is aimed tofind out the relations between the demographical properties and perceptions ofcustomers that can affect service quality. Factor analysis method has chosen todata gathered from questionnaires. As a result, it has been thought thatcustomers may appreciate the service of a bank if a bank try to improve theirservice quality according to demographical properties of customers.
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UR  - https://dergipark.org.tr/en/pub/iy/issue//296211
L1  - https://dergipark.org.tr/en/download/article-file/325817
ER  -