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Journals / Uluslararası Avrasya Sosyal Bilimler Dergisi / 2017 / Cilt: 8 - Sayı: 29

HİZMET KALİTESİ, KURUMSAL İMAJ VE MÜŞTERİ TATMİNİ İLİŞKİSİNİN İNCELENMESİ: BANKACILIK SEKTÖRÜNDE BİR ARAŞTIRMA

RELATIONSHIP BETWEEN SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER SATISFACTION: A RESEARCH ON BANKING SECTOR

FATMA NURAY ATSAN
Pages
1244–1257
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

The findings indicate a positive relationship between perceived service quality and customer satisfaction and between corporate image and customer satisfaction, as well as between perceived service quality and corporate image.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:In this study, relationship between perceived service quality, corporate image and customer satisfaction was studied within the context of banking sector.
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Key Findings & Data:For this purpose, a questionnaire was conducted over a sample group composed of 238 people.
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Conclusion & Impact:The findings indicate a positive relationship between perceived service quality and customer satisfaction and between corporate image and customer satisfaction, as well as between perceived service quality and corporate image.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

In this study, relationship between perceived service quality, corporate image and customer satisfaction was studied within the context of banking sector. For this purpose, a questionnaire was conducted over a sample group composed of 238 people. The findings indicate a positive relationship between perceived service quality and customer satisfaction and between corporate image and customer satisfaction, as well as between perceived service quality and corporate image. Among the dimensions of service quality, Assurance stands out as the most favorable dimension. Responsiveness and Reliability dimensions follow respectively

Özet

Bu araştırmada algılanan hizmet kalitesi, kurumsal imaj ve müşteri tatmini arasındaki ilişki bankacılık sektörü bağlamında incelenmiştir. Bu amaçla, 238 kişilik bir örneklem grubuna geliştirilen anketler uygulanmıştır. Bulgular, algılanan hizmet kalitesi ile müşteri tatmini arasında, bunun yanı sıra kurumsal imaj ve müşteri tatmini, algılanan hizmet kalitesi ve kurumsal imaj arasında pozitif yönde bir ilişki olduğunu göstermektedir. Hizmet kalitesi boyutları içinde yetkinlik en olumlu bulunan boyuttur. Yetkinliği, cevap verebilirlik ve güvenilirlik boyutları izlemektedir

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Cite This Article

ATSAN, F. N. (2017). HİZMET KALİTESİ, KURUMSAL İMAJ VE MÜŞTERİ TATMİNİ İLİŞKİSİNİN İNCELENMESİ: BANKACILIK SEKTÖRÜNDE BİR ARAŞTIRMA. Uluslararası Avrasya Sosyal Bilimler Dergisi, Cilt: 8 - Sayı: 29, 1244–1257. https://ajindex.com/articles/339273

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