Abstract:

Banks operating in the service sector must work within a customer-oriented plan and program in order to contribute to the country's economy. For this reason, it is necessary to follow the developments within and outside the borders of the country and create an appropriate service policy. Many banking transactions are carried out in enterprises that carry out banking activities. Banks provide important contributions to the country's economy with their activities such as collecting funds from individuals and organizations, making loans, making check and promissory notes, bill payment transactions, issuing credit cards, making transactions related to cards and making insurance transactions. Banks provide large-scale loans to large industrial establishments and state institutions, enabling large investments to be made. It helps businesses to develop economic activities and employment by causing social and cultural interaction within the country through these activities. The application part of this study, which was conducted in Şanlıurfa, includes the results of the survey applied to the customers who come to the banks to receive service. The study is about whether the expectations of the bank customers are met in terms of providing the service quality of the banks. In order to measure the service quality of banks, the Servqual scale, which is one of the most used methods in measuring service quality, was used. By means of this model, expected and perceived service quality averages and averages of sub-dimensions of service quality were determined. In the study, the expected service quality value was higher than the perceived service quality value.

Keywords: