Abstract:

Problem: Some characteristic features of services that seperate services fom goods such as intangible, instability, production and consumption at the same time makes it difficult to measure the service quality.Aim of the Study: Servqual method is used to evaluate the service-related expectations and perceptions of bank customers. In this context, the main subject of the study is to evaluate the quality of banking services Scope and Constraints of the Study: Various methods are used in the measurement of service quality. The most common and widely used method is the servqual method. Five dimensions that form service quality are handled as the physical properties, reliability, responsiveness, confidence and empathy. The questionnaire that created within the context of Servqual scale is applied to bank customers. The data obtained is analyzed by using SPSS 16 program and findings are analyzed. Findings of the study: Participants are the customers of a private bank who are in the branch for transaction. In general, the majority of respondents are male and in 26-30 years age group, has a graduate degree, have the income in the range of 1001-2500 and respondents are workers and civil servants. Conclusion: Bank’s service quality level is lower than expected level. When the dimensions are compared with each other, customers perceive physical appearance of bank positive but customers think that bank can not empathize.

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