Measurement of the service quality in commercial banks and a research on teachers working in Şırnak

In this study, a sample is selected from the commercial banks and the Servqual survey is conducted on this sample. The service quality scores of the sample branch and the importance they give to the servqual dimensions are determined and evaluated according to the data from the survey.The search space of this study is the customers of the commercial banks working in Turkey. The customers of Oyakbank, Halkbank, Ziraat Bank and Vakıfbank, working in the Şırnak province, are selected as the main objective in sampling. However, in this research all customers of all bank branches are analyzed and since all the teachers in the Şırnak province are customers of Vakıfbank, this bank is preferred.As a result of the research;1)While the level of satisfying the customer expectations is negative for three dimensions, it is positive for two other dimensions. According to this, the quality score is negative for the Reliability, the Sensitivity and the Assurance dimensions, whereas it is positive for the Concrete Characteristics and the Interest dimensions.2)The ?reliability?, which is selected as the most important dimension by the customers, is perceived as unsatisfactory. The ?concrete characteristics?, which takes the second place in the order of importance, draws attention as the most satisfactory dimension. The ?interest?, which takes the third place in the order of importance just after the ?concrete characteristics?, draws attention as the second satisfactory dimension. The ?sensitivity?, which is the fourth in the order of importance, is perceived as the most unsatisfactory dimension. Lastly, the ?Assurance? dimension, which takes the last place in the order of importance, is perceived as unsatisfactory with respect to the service quality.3)If the Unweighted and the Weighted Quality Scores are analyzed, it can be said that there is dissatisfaction in the attendants of the survey and the degree of dissatisfaction increases when the order of importance is also considered. However, the fact that the dissatisfaction is not at an important level must not be ignored.At the end of the research, the suggestions of the researcher for the arising problems are placed.Keywords: Commercial Bank, Service Quality, Measurement of Service Quality, Servqual Method, Customer Satisfaction.