Measuring of the service quality and the customer satisfaction in retail banking: An application for Eskişehir

Nowadays, in order to sustaining durability of businesses depend on quality of services and products. The businesses which are serving their products and services beter and higher quality to their customers have advantageous positions than the orher competetiors. To meet the requirements of the services sector have great influence on establishing customer satisfication. Customer satisfaction sustains stability and continuty in service request. Gaining a new customer is more difficult and higher costly situation than retaining a loyal customer. The businesses are in a stiff competitions in recent years, this makes them give more importance to service quality and the customer satisfaction.The aim of this study is to measure the service quality and the customer satisfaction. In the first chapter, an information about individual banking concept is given. In the second chapter, concepts of the service and customer satisfaction are examined. In the last chapter by choosing a sample Eskişehir, the measurement of the bank customer satisfaction and bank services quality is investigated using a questionnarie method.Keywords: Service Quality, Customer Satisfication, Credibility, Trust, Empathy, Physical Factor, Service Accessibility.