Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi

Yazarlar: Hakan KİTAPÇI, Ayşegül YILDIRIM, Orhan ÇÖMLEK

Konular:-

Anahtar Kelimeler:Banking,Service Quality,Customer Loyalty,Customer Satisfaction,Intention to repurchase

Özet: In this study, the effects of service quality on customer satisfaction, loyalty and intention to repurchase was investigated. Grönroos’ quality dimensions of service such as reliability, human resources, communications and technology factors are used. Twenty-nine-item questionnaire was prepared and the data have been obtained from a public bank operating in Turkey, 188 customers participated in our survey. According to findings, the customer’s behavioral intentions were positively affected by reliability, human resources management, communication and technology. Another finding was that customer satisfaction was positively affected by reliability, com munication and technology dimensions and finally, customer loyalty were positively affected by reliability, communication and technology dimensions.

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