The intermediate role of customer satisfaction in effect of service quality on customer loyalty: Case of İslamic banks

Due to its importance of achieving customer satisfaction and gaining their loyalty, service quality is considered to be an important factor in most of the organizations especially in the sector of banking services. The aim of this thesis was to study the ability of quality service to keep current customers and attract new ones to gain their loyalty in Turkish Islamic Banks. To achieve that, determining the concepts of quality services and its related measurements in order to achieve the best practices which lead to customer satisfaction and loyalty along with the determining standards which the customers use to estimate the quality services provided during their dealings with the Turkish Islamic Banks, have been determined. Islamic perceived by the service of quality of the bank market, and then to measure satisfaction and loyalty, ultimately, market share and growth in potential customers to increase productivity in Turkey, to increase profitability in the Islamic banking sector in Turkey. Providing advice on measuring quality service and improving the quality of effective Islamic banking service. A survey's results consisting of 250 Turkish Islamic Banks costumers were analyzed using the Statistical Package for the Social Sciences (SPSS) program to analysis; factors and theories testing, the relation between the research variables and the correlation between customer service and customer satisfaction and loyalty. After that, the recommendations required to improve the quality service and to reach better customer loyalty in the sector of Turkish Islamic Banks services have been given. As a result of the research, it has been determined that service quality has a significant effect on increasing customer loyalty.