Customer Satisfaction in the Banking Sector : The Case of North Cyprus

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dc.contributor.authorOzatac, Nesrin
dc.contributor.authorSaner, Tulen
dc.contributor.authorSen, Zeynep Suzmen
dc.date.accessioned2026-02-06T18:17:15Z
dc.date.issued2016
dc.departmentDoğu Akdeniz Üniversitesi
dc.description3rd Global Conference on Business, Economics, Management and Tourism (BEMTUR) -- NOV 26-28, 2015 -- Rome, ITALY
dc.description.abstractThe aim of the study is to evaluate the determinants of customer satisfaction on higher service quality in North Cyprus Banking sector. SERVQUAL model is used to analyse the perception of customers on determinants of service quality. Total of 207 cutomers of the major banks in North Cyprus have been surveyed. Empirical analysis are carried out by SPSS 18. Empirical results reveal that Cutomer satisfaction in the banking sector depends on good and firm relations, building trust between customers and bank emloyees for the case of North Cyprus. Results also suggest positive word of mouth plays a major role in customer satisfaction. (C) 2016 The Authors. Published by Elsevier B.V. This is an open access article under the CC BY-NC-ND license
dc.identifier.doi10.1016/S2212-5671(16)30247-7
dc.identifier.endpage878
dc.identifier.issn2212-5671
dc.identifier.scopusqualityN/A
dc.identifier.startpage870
dc.identifier.urihttps://doi.org/10.1016/S2212-5671(16)30247-7
dc.identifier.urihttps://hdl.handle.net/11129/8879
dc.identifier.volume39
dc.identifier.wosWOS:000387543400118
dc.identifier.wosqualityN/A
dc.indekslendigikaynakWeb of Science
dc.language.isoen
dc.publisherElsevier Science Bv
dc.relation.ispartof3Rd Global Conference on Business, Economics, Management and Tourism
dc.relation.publicationcategoryKonferans Öğesi - Uluslararası - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.snmzKA_WoS_20260204
dc.subjectCustomer satisfaction
dc.subjectservice quality
dc.subjectbank employees
dc.subjectNorth Cyprus
dc.titleCustomer Satisfaction in the Banking Sector : The Case of North Cyprus
dc.typeConference Object

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