Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector An application of structural equation model


YILMAZ V., ARI E., GÜRBÜZ H.

INTERNATIONAL JOURNAL OF BANK MARKETING, vol.36, no.3, pp.423-440, 2018 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 36 Issue: 3
  • Publication Date: 2018
  • Doi Number: 10.1108/ijbm-02-2017-0037
  • Journal Name: INTERNATIONAL JOURNAL OF BANK MARKETING
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.423-440
  • Keywords: SERVQUAL, Banking industry, Service quality, Customer loyalty, Structural equation model, MULTIPLE-ITEM SCALE, CONSUMER PERCEPTIONS, IMPACT
  • Eskisehir Osmangazi University Affiliated: Yes

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.