A study of determining the customer satisfaction in participation banks

The purpose of this study is to measure the level of customer satisfaction in participation banks, and propose suggestions and ideas for participation banks in terms of increasing customer satisfaction provided with loyalty. This study consists of five chapters. In chapter 1, the purpose, method, constraints and plan of the study were mentioned. Chapter 2 gives detailed information about participations banks both in Turkey and in the world. In chapter 3, the concept customer satisfaction was discussed. Chapter 4 includes a field study conducted in the province of Hatay, Turkey. The scope of this study is the customers of participation banks located in the province of Hatay. During the preparation phase of the survey questions, ?Servqual Method?, developed by Parasuman, Zeithaml and Berry, was applied. The method used in this survey describes the level of service quality as a fraction of ?customer expectations? and ?service perception of the firm regarding the service offered to customers. SPSS statistical package for Windows used to analyze data. In conclusion chapter, recommendations were made upon the findings in relation to the satisfaction of participation banks? customers.