Customer satisfaction of commercial banks in North Cyprus: Branch Bank vs. Domestic Bank
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2014
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Abstract (EN)
ABSTRACT: The purpose of this study is to evaluate level of service quality provided by the KOOP bank and İŞ bank and impact of this services on customers’ satisfaction in North Cyprus. In this survey, questions were designed based on the five point Likert scale model and distributed between 220 of customers but received only 209 of them. Furthermore frequency of results which have been created by SPSS explained the factors which have positive effect on customer satisfaction. These factors are environment, manner of staff, duty and promises, knowledge of employee, internet banking, security and speed and loan services. Keywords: Customer satisfaction, impact of banking service quality. …………………………………………………………………………………………………………………………………………………………………………………………………………
Author
Mehdi Akhavan Pishkhani
How to Cite
Mehdi Akhavan Pishkhani (Master Thesis). Customer satisfaction of commercial banks in North Cyprus: Branch Bank vs. Domestic Bank, 2014, Eastern Mediterranean University.
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