The effect of service quality on customer satisfaction: A research in the banking sector

Today, the service sector has become one of the cornerstones of economic growth and social well-being. The acceleration of technological developments, the constant change of consumer expectations and the increase in competition have made the quality of service delivery more important than ever. In this context, customer satisfaction is considered one of the most important indicators of service quality and plays a critical role in enabling enterprises to gain a competitive advantage. Customer satisfaction is of even greater importance, especially in completely service-based sectors that do not offer physical products directly, such as the banking sector. For this reason, organizations operating in the banking sector should develop strategies aimed at customer satisfaction and focus on constantly improving the quality of service. In this direction, the main purpose of the study is to investigate the effects of the quality of the services offered by a bank operating in the banking sector on customer satisfaction. Within the scope of the research, the online (online) survey method was used as a quantitative analysis method to measure the attitudes of customers regarding their service experience. The data obtained as a result of this were analyzed through the SPSS 22 program. The study was conducted with the participation of 380 customers who received services from a certain bank branch operating in Konya province. The findings obtained have revealed that various dimensions of service quality have significant effects on customer satisfaction. In this context, it was concluded that service quality plays an important role in shaping customer satisfaction, and the importance of customer-oriented service understanding in the banking sector was once again highlighted.