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- Title
Evaluation of SERVQUAL Instrument as Bank Selection Criteria in the Banking Industry: Empirical Evidence from Turkish and Greek Speaking Areas in Cyprus.
- Authors
SENYÜCEL, Elif
- Abstract
The aim of this study for the first time is to investigate bank selection factors of Turkish and Greek Cypriots in Cyprus who benefit from bank services by incorporating the SERVQUAL instrument of Parasuraman e: al. (1988) as bank selection criteria. Survey results of 350 respondents show (hat bank selection criteria using the SERVQUAL instrument in overall do not significantly differ between Turkish and Greet; Cypriote; however, priorities of bank selection factors are generally different between two communities. The item "assurance" is the most important bank selection criteria for Turkish Cypriots where the item "responsiveness" is the most important bank selection criteria for Greet Cypriots. Tangibles arc the least important factor of bank selection for both communities according to she findings of this study.
- Subjects
BANKING industry; FINANCIAL instruments; TURKS; CYPRIOTS; GREEKS; COMMUNITIES
- Publication
Banking & Finance Letters, 2009, Vol 1, Issue 2, p21
- ISSN
1308-6588
- Publication type
Article