Measuring service quality perceptions on bank customers: A comparative study between Nigeria and Turkey

"In an attempt to survey the effects of measuring service quality perceptions on bank customers: a comparative analysis between Turkey and Nigeria, its features and importance were deeply explained and the problems facing service quality perceptions and bank customers were stated in consonance to fill the existing gap in the literature. However, this study specifically determine effect of service tangibility on bank customers in Turkey and Nigeria, examine the effect of service reliability on bank customers in Turkey and Nigeria, explore the effect of service responsiveness on bank customers in Turkey and Nigeria, ascertain the effect of service assurance on bank customers in Turkey and Nigeria, and investigate the effect service empathy on bank customers in Turkey and Nigeria. The study employed the use of frequency percentage analysis and Logit regression analysis as the estimation techniques. From the findings, the result from Turkey revealed that the value McFadden R-squared was 0.601669 that is 60.2% variation of the dependent variable (Bank's customer) can be explained by the independent variables (TAN, REL, RES, ASS, EMP). The LR value was 185.7626 and its p-value is 0.00000 implies that the independent variables can jointly influence the dependent variable. In Nigeria, the value McFadden R-squared was 0.573354 that is 57.3% variation of the dependent variable (Bank's customer) can be explained by the independent variables (TAN, REL, RES, ASS, EMP). The LR value was 174.1381 and its p-value is 0.00000 implies that the independent variables can jointly influence the dependent variable. The study concluded that service quality perception of tangibility has not been significant to Turkish bank's customer and the reliability of SERVQUAL which refers to the accurate, dependable and consistent performance of the service concluded in this study that there is a negative but significant effect to influence bank's customer in Turkey. In Nigeria, concluded that SERVQUAL tangibility exhibits a positive but insignificant effect on bank's customer and the SERVQUAL reliability was a negative but significant on bank's customer during the study period. The study however recommended that the Banks including the Apex Banks of Turkey and Nigeria should aim to provide quality services to their customers in other to retain existing customer and also to attract new customer and by so doing, it will contribute to the growth and development of the economy through the financial institution". Keywords: Turkish banks, Nigerian banks, customer satisfaction, service quality, quality measuring.