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, cilt.36, sa.3, ss.423-440, 2018 (SSCI) identifier identifier

  • 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.