DOI: 10.21276/sjpms.2018.5.4.4

Pages: 236-246

The banking sector plays an important role in the economic system of the country. Banks are intermediary institutions operating for profit. Developments in this sector can affect the economy either positively or negatively. Competition elements in the banking sector are effective in determining the dynamics of the sector. Banks are trying to provide competitive advantage to other banks. In order to achieve this, it is necessary to contact a good relationship with the customers and satisfy the customers. One of the most important issues in the banking sector is the evaluation of the service quality. For this reason, banks are taking care to provide different and better service quality to their customers. Banks often try to be competitive advantage by measuring customer satisfaction. If there is dissatisfaction with any kind of service, developments are made in the related services. The purpose of this article is to compare the expectations and perceptions of customers regarding the service quality offered by the Public, Private and Participation Banks in Konya, Turkey. In this paper, SERVQUAL scale was used to measure service quality. SERVQUAL scale, one of the most used measurement models in the literature, is a multidimensional research instrument. The research is designed to compare the differences between perceived and expected service quality for the three bank types with their sub-dimensions.