Work

Customer Satisfaction in the Banking Sector: The Case of North Cyprus

Year: 2016

Type: article

Abstract: The aim of the study is to evaluate the determinants of customer satisfaction on higher service quality in North Cyprus Banking sector. SERVQUAL model is used to analyse the perception of customers on determinants of service quality. Total of 207 cutomers of the major banks in North Cyprus have been surveyed. Empirical analysis are carried out by SPSS 18. Empirical results reveal that Cutomer satisfaction in the banking sector depends on good and firm relations, building trust between customers and bank emloyees for the case of North Cyprus. Results also suggest positive word of mouth plays a major role in customer satisfaction.

Source: Procedia Economics and Finance

DOI: 10.1016/s2212-5671(16)30247-7

Authors: Nesrin Ozatac, Tulen Saner, Zeynep Suzmen Sen

Institutions: Eastern Mediterranean University, Near East University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W2476640824

FWCI: 7.128

Cites: 22

Cited by: 51

Related to: 10