Özet:

Purpose - Banks play an important role in meeting the fund needs of individuals and. The quality of the services offered by banks positively affects their financial performance, increases their active quality and profits. The growth of banks is closely related to the customer’s confidence and belonging feeling. The corporate image and customer satisfaction are closely related to the quality of the service offered as it directly affects the re-buy of the service. The aim is to study the relationship between these concepts as the improvement of the quality of the service directly affects the customer satisfaction. Method - The data was collected by the survey method from 867 bank customers who are residing in Kastamonu province. The data obtained from the survey were subjected to scale validity and reliability, correlation and verifying factor analysis in the SPSS 22 package program. The hypotheses of the study were tested by a structural equality model. Results - The analysis found that the quality of service significantly affects customer satisfaction and corporate image in a positive direction. It has also been found that customer satisfaction has a positive impact on the corporate image and the intention to re-buy. The study found that the quality of banking services, customer satisfaction and the intention of re-buy between public and private banks showed significant differences in favor of private banks.

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