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MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS

Yıl 2007, Cilt: 2 Sayı: 8, 827 - 839, 01.06.2007

Öz

MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS

Yıl 2007, Cilt: 2 Sayı: 8, 827 - 839, 01.06.2007

Öz

As a result of globalization and international competition, reduced profit margins made it difficult for companies whether they are in physical or service sector. Parallel to this, customer oriented production became the key of success for companies. In other words, it is not possible for companies not being able to meet consumer needs and wants to compete efficiently. Therefore, the measurement of service quality depends to what extent the customer expectations are met. In this respect, this study aims to measure service quality of commercial banks towards Small and Medium Sized Enterprises (SMEs) in Northern Cyprus using SERVQUAL model developed by Parasuraman, Zeithaml and Berry. As a brief summary of the study, commercial banks in Northern Cyprus have not met the service expectations of SMEs for all dimensions. Among the dimensions of service quality highest negative gap belongs to empathy. Furthermore, Relative importance (weights) of quality dimensions stated by SMEs is highest for reliability

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Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Dr. Okan Veli Şafaklı Bu kişi benim

Yayımlanma Tarihi 1 Haziran 2007
Yayımlandığı Sayı Yıl 2007 Cilt: 2 Sayı: 8

Kaynak Göster

APA Şafaklı, D. O. V. (2007). MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS. Yaşar Üniversitesi E-Dergisi, 2(8), 827-839. https://doi.org/10.19168/jyu.02017
AMA Şafaklı DOV. MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS. Yaşar Üniversitesi E-Dergisi. Haziran 2007;2(8):827-839. doi:10.19168/jyu.02017
Chicago Şafaklı, Dr. Okan Veli. “MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS”. Yaşar Üniversitesi E-Dergisi 2, sy. 8 (Haziran 2007): 827-39. https://doi.org/10.19168/jyu.02017.
EndNote Şafaklı DOV (01 Haziran 2007) MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS. Yaşar Üniversitesi E-Dergisi 2 8 827–839.
IEEE D. O. V. Şafaklı, “MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS”, Yaşar Üniversitesi E-Dergisi, c. 2, sy. 8, ss. 827–839, 2007, doi: 10.19168/jyu.02017.
ISNAD Şafaklı, Dr. Okan Veli. “MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS”. Yaşar Üniversitesi E-Dergisi 2/8 (Haziran 2007), 827-839. https://doi.org/10.19168/jyu.02017.
JAMA Şafaklı DOV. MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS. Yaşar Üniversitesi E-Dergisi. 2007;2:827–839.
MLA Şafaklı, Dr. Okan Veli. “MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS”. Yaşar Üniversitesi E-Dergisi, c. 2, sy. 8, 2007, ss. 827-39, doi:10.19168/jyu.02017.
Vancouver Şafaklı DOV. MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS. Yaşar Üniversitesi E-Dergisi. 2007;2(8):827-39.