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RELATIONSHIP BETWEEN SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER SATISFACTION: A RESEARCH ON BANKING SECTOR
2017
Journal:  
International Journal Of Eurasia Social Sciences
Author:  
Abstract:

In this study, relationship between perceived service quality, corporate image and customer satisfaction was studied within the context of banking sector. For this purpose, a questionnaire was conducted over a sample group composed of 238 people. The findings indicate a positive relationship between perceived service quality and customer satisfaction and between corporate image and customer satisfaction, as well as between perceived service quality and corporate image. Among the dimensions of service quality, Assurance stands out as the most favorable dimension. Responsiveness and Reliability dimensions follow respectively.

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International Journal Of Eurasia Social Sciences

Field :   Eğitim Bilimleri; Filoloji; Güzel Sanatlar; Sosyal, Beşeri ve İdari Bilimler

Journal Type :   Uluslararası

Metrics
Article : 864
Cite : 2.009
Details
International Journal Of Eurasia Social Sciences