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Devlet ve Özel Sektör Bankalardaki Hizmet Kalitesinin Karşılaştırılması: Eskişehir Örneği = Comparasion of Service Quality of Private and Public Banks: the Case of Eskişehir

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Author(s): Veysel YILMAZ | H. Eray ÇELİK | Burçin DEPREN

Journal: Dogus University Journal
ISSN 1302-6739

Volume: 8;
Issue: 2;
Start page: 234;
Date: 2007;
Original page

Keywords: Bankacılık | Özel sektör ve devlet bankaları | Hizmet kalitesi | Banking | Private and public banks | Service quality

ABSTRACT
It is very important to know how service is valued by the customer in banking sector where the product is service. Consequently, it becomes an unavoidable burden to improve the services in which they determined any dissatisfaction by measuring customer satisfaction continuously. The research is designed to examine the differences between the service expected from the excellent banks and the service valued by the customer provided by the banks they are accustomed to working with. At the result of the analysis, it is found that private and public banks do not meet the customer requirements; responsiveness dimension are the most encountered shortages both public and private banks.
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