Özet:

international arena have caused significant developments in the financial sector as well as affecting a large number of sectors such as transportation, manufacturing and communication. The financial market has developed with increasing depth every day, and international credit Sundays have started to experience intensity. From occurring due to this competition, international banking services, in order to increase their profitability in a sustainable way customer-oriented marketing strategies will strive to further develop. Banks in the service sector should determine the issues affecting the quality of service and create strategies in this direction. In this direction, the aim of the study is to determine the service quality criteria that affect the choice of international banks and to weight the importance of the criteria determined. The DEMATEL method was used in the weighting of the determined criteria. According to the results of DEMATEL, the most important factors of international banking service quality were; “Physical and Technical Structure of the Bank” and “Branch and Alternative Channel Network”. Other important criteria were determined to be “Personnel Characteristics” and “Ease of Operation and Cost”, respectively. On the other hand, it has been determined that the element that has the least weight for the bank's service quality criteria is “Product and Service Diversity”. The other criteria with the least weight were ”Speed” and “Bank Reliability”, respectively.

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