MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS

Dr. Okan Veli ŞAFAKLI

Makale detayları

MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS

Yazarlar:

Dr. Okan Veli ŞAFAKLI

Yayıncı:

Yasar University

Dergi:

Journal of Yaşar University 2007 Vol.2 Issue 8, pp.827-839

Belge Tipi:

Makale

Yayın Tarihi:

5/2007

Belge Dili:

Türkçe

Document ID (Org No.):

2000692351

Sıklık:

Aylık

pISSN:

1305-970X

Özet:

 

As a result of globalization and international competition, reduced profit margins made it difficult for companies whether they are in physical or service sector. Parallel to this, customer oriented production became the key of success for companies. In other words, it is not possible for companies not being able to meet consumer needs and wants to compete efficiently. Therefore, the measurement of service quality depends to what extent the customer expectations are met. In this respect, this study aims to measure service quality of commercial banks towards Small and Medium Sized Enterprises (SMEs) in Northern Cyprus using SERVQUAL model developed by Parasuraman, Zeithaml and Berry. As a brief summary of the study, commercial banks in Northern Cyprus have not met the service expectations of SMEs for all dimensions. Among the dimensions of service quality highest negative gap belongs to empathy. Furthermore, Relative importance (weights) of quality dimensions stated by SMEs is highest for reliability.

Makale detayları

MEASURING SERVICE QUALITY OF COMMERCIAL BANKS TOWARDS SMEs IN NORTHERN CYPRUS

Yazarlar: Dr. Okan Veli ŞAFAKLI

Yayıncı: Yasar University

Dergi: Journal of Yaşar University 2007 Vol.2 Issue 8, pp.827-839

Belge Tipi: Makale

Yayın Tarihi: 5/2007

Belge Dili: Türkçe

Document ID (Org No.): 2000692351

Sıklık: Aylık

pISSN: 1305-970X

Sayı

Yazarlar:

Dr. Okan Veli ŞAFAKLI

Yayıncı:

Yasar University

Dergi:

Journal of Yaşar University 2007 Vol.2 Issue 8, pp.827-839

Belge Tipi:

Makale

Yayın Tarihi:

5/2007

Belge Dili:

Türkçe

Document ID (Org No.):

2000692351

Sıklık:

Aylık

pISSN:

1305-970X