Özet:

Banking enterprises that have an important place in service sector, are gathering their count with each passing day. In this gathering direction, the competition between banking enterprises has reached to vital dimensions. The way of least influencing from this competition is passing throughpresentation of quality service. The aim of this study, at first, to investigate service quality theoretically and measuring the quality of service that given in banking enterprises by SERVPERF method. For this aim, it has been conducted survey to 204 bank customers and data were analyzed in SPSS 10.00 package program. Bank customers are benefit furthest by credit card transactions and automatic payment instructions in banks. The most important variable in the bank choices of customers is bank safety and giving importance to customer relationship. The results of factor analyze that carried out to statements which effect service quality as physical factors, responsiveness, reliability and empathy 4 dimension arised. It is determined that customers see physical factor as the letter quality dimension whereas they see the empathy as the least quality dimension. It is determined that according as customer’s gender; they don’t evaluate the factors that effect service quality differently whereas they evaluate the factors that effect service quality differently according as their ages, education and income.

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