Measuring of service quality in sharing bank and a sample application

In the resaarch, Servqual inquiry is applied by choosing a sample fromsharing banks. Acording to the results of the inquiry, service quality scores of thesample branch Office ana the importance they gave to the scores of seruqual methodhave been taken and an assesment has been made.The circle of the research is camposed of the clients of active Turkish Sharingbanks. As it?s not been possible to reach all the banks, a sample is taken. As an aim,the clients of Albaraka Türk, Bank Asia and Turkish Financial Sharing Bank, in thecity of Sakarya, werr chosen. However in the meeting olane, permission could not betaken from two banks, so the inquiry has been made on the clients of one bank. It hasbeen checkeel to the inquiry. Inthe research, significance level has been admitted as0,5.In the results of the research;1- In the sample branch office, serqual quality score was measured as -0,504.It?s been clear that the expactations of the clients aren?t met. Apaet fromresult?s beng negative, scroe?s being near to zero shows that client?sexpactations and perceptions are near.2- Reliability, ?shosen by the clients as the mast important element, with (-0,76) is taken first and insuficient `Ambitiousness?, chosen as the secondmost important, with -0,51 is taken second and insufficient. Third element`Attention? is 0,44. `Trust?, the fourth, is insufficient; ?concrete factors? isthe last and insufficient. Received quality of the element given highimportance by clients is low.3- When the data of the third section of the inquiry is examined, 90 % of theclients report being content with the Outlook of the staff. Clients havefound the highest quality in the staff of the branch office.4- İn the third section of the inquirty the lowest quality is in the element of?attention?. 19 % of the client of the samplebranch Office find theworking hours of the bnak insuitable, 15 % of the clients report that thereisn?t enough staff to look themindividually.İn the end of the research there are suggestions, given by the researcher,realating to the problems occurred.