CUSTOMER CONSULTANCY MODEL FOR IMPROVING CUSTOMER SERVICE QUALITY IN TURKISH BANKING SYSTEM

Abstract

Service delivery and quality in bank businesses are of great importance due to their contribution to competition and financial performance. The service quality and customer satisfaction concepts are considered as strategic issues for institutions operating in the service sector. In the researches carried out in this field, which is one of the largest institutions of the banking sector financial services sector, it is seen that the quality of service offered by banks has an important place in establishing a long-term relationship with customers. Since bank customers are believed to be more loyal customers when they are valued more than competitor banks, it is stated in the literature that banks should focus on improving service quality as a basic competitive strategy. This view, in this study the terms, studies conducted in recent years in order to increase the banking service quality, and that this context makes the system transition of some private banks in Turkey "Customer Consulting Model" aims to provide information about them.