Customer satisfaction at participation banks: A research on independent accountant financial advisors in Gaziantep

This thesis study has been prepared to reveal the customer satisfaction of participation banks, defining the service quality of participation banks, trust in the personnel and satisfaction with the personnel, and the physical characteristics of the bank branch. The sample of the research consists of people who are Independent Accountant and Financial Advisor (SMMM) in Gaziantep and are also customers of participation banks. It is known that people recommend the products they use and the services they receive to their environment and these recommendations usually have a positive effect on people. It is obvious that these recommendations are the result of customer satisfaction. We preferred Independent Accountant Financial Advisors as sample in our survey, which we tried to measure participation bank customer satisfaction. Because they work with plenty of people from many different sectors. These people are business owners and they earn money. Since Independent Accountant Financial Advisors are a reliable group to affect these people from many different sectors. Independent Accountant Financial Advisors are a clear sample for this study. It is one of the important occupational patterns of commercial life. It is a homogeneous group. Since the opinions of accountants reflect the perspective of business life, it is expected that this study will contribute positively to banking sector. In this way, we foresee that it will be helpful to increase the number of participation bank customers. The survey application was completed online and directly by visiting the Independent Accountant Financial Advisor offices through individual communication. Within the scope of the study, a survey was conducted with 153 independent accountants and financial advisors who are customers of participation banks in Gaziantep, the results obtained were evaluated and inferences were made about participation banking customer satisfaction. Data that are obtained from surveys was analyzed. During the analyses, reliability analysis, frequency, Kaiser-Meyer-Olkin (KMO) independent sample t- tests and one- way ANOVA tests were performed. In this study, it was detected that according to the variables of working time with the participation bank, a significant difference was found between the speed of cashier and transaction speed and the service (provided) and convenience. Keywords: Participation Banking, Independent Accountant Financial Advisor, Customer Satisfaction, Participation Banking Customer Satisfaction, Factor Analysis, Anova Test