Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector An application of structural equation model
INTERNATIONAL JOURNAL OF BANK MARKETING, cilt.36, sa.3, ss.423-440, 2018 (SSCI, Scopus)
- Yayın Türü: Makale / Tam Makale
- Cilt numarası: 36 Sayı: 3
- Basım Tarihi: 2018
- Doi Numarası: 10.1108/ijbm-02-2017-0037
- Dergi Adı: INTERNATIONAL JOURNAL OF BANK MARKETING
- Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
- Sayfa Sayıları: ss.423-440
- Anahtar Kelimeler: SERVQUAL, Banking industry, Service quality, Customer loyalty, Structural equation model, MULTIPLE-ITEM SCALE, CONSUMER PERCEPTIONS, IMPACT
- Eskişehir Osmangazi Üniversitesi Adresli: Evet
Özet
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.