Özet:

With the impact of globalization in the broader markets, service businesses are forced to become more competitive, increase quality in order to increase their market share and sustainable profitability as the main objective. The awareness of customers and expected service quality has been effective in determining this objective. Service quality is capable of generating a good image by increasing market share and competitiveness of enterprises. In particular, service quality is accepted to develop business volume with existing customers by increasing customer satisfaction and loyalty, gaining new customers and playing the major role on price based competition. It is possible to determine customer satisfaction with the quality measurement. In this study, the SERVQUAL (service quality) model developed by Parasuraman, Zeithaml, and Berry is used to measure the gender based service quality offered by the banking sector. Customers of various banks located in cities of Turkish Republic of Northern Cyprus (TRNC) that are Nicosia, Kyrenia, Famagusta and Kyrenia, were researched through a questionnaire. As a , research findings indicate that expectation and perception scores of women for four service quality dimensions (tangibles, reliability, assurance, and empathy) are higher than men while reverse is observed for only one dimension (responsiveness).

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