The comparison of service quality perceptions of public and private bank customers: Bandırma case

Today, the development of service sector in every field has increased the competition among enterprises. Due to reasons such as non-concrete services like goods and difficulties to standardize, detection of customer expectations and perceptions in these products has caused in the fact that are more laborious than the goods. In this study, it is aimed to determine how the services are perceived by consumers, their level of satisfaction with banking services and their intention to buy this services again. The study also investigated whether consumers' service quality perceptions, satisfaction levels and repurchase intentions differ according to the type of ownership of banks. The data needed in the study was collected by using a questionnaire form and convenience sampling from 452 people living in Bandırma province. Descriptive statistics, normality tests and independent sample t tests were used in data analysis. As a result of the analyzes, it was found that perceived service quality, satisfaction level and repurchase intentions of public and private bank customers differed statistically. According to the results of the research, it is seen that public bank customers have a higher level of service quality perception, satisfaction and intention to buy again than private bank customers.