A research study on the role of perceived service quality on creating customer satisfaction in banking sector

For the service companies the products they serve and the service quality are so important to satisfy customers' requests. Today, besides the kinds of products, at services and arrangements diversification are seen. This situation not only increases the competition among the companies, but also makes way for the companies to give importance to the competition tools such as service and quality which enable satisfaction of customer. Nowadays, the most important thing which makes managements successful in competition is presenting the more quality service and making arrangements to increase satisfaction. In this study, in order to understand thoroughly the relation between perceived service quality and customer satisfaction; the discrepancy between the expectations and perceptions of customers related to banking services, and the relation between this discrepancy and customer satisfaction are tried to examine. According to the results of the questionnaire that was implemented face to face to 511 bank customers; there is a significant relation between the perceived service quality and expected service quality, there is a significant and positive relation between the perceived service quality and customer satisfaction and there is an avoidant relation between the perceived service quality and state of education which is one of the factors of socio-demographic characteristics of the bank customers. Keywords 1. Service 2. Service Quality 3. Service Quality Models 4.Perceived Service Quality 5.Servqual Method