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Testing Servqual Dimensions on the Commercial Bank Sector of Northern Cyprus

  • Okan Veli Safakli

    (Near East University, Department of Banking and Finance, Nicosia)

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    Although the philosophy of the servqual model developed by Parasuraman, Zeithaml and Berry is universally accepted and applied for measuring service quality in different sectors including banking, the sustainability of Servqual dimensions started to be questioned. Research has shown that cultural differences across countries may have the potential of generating different quality dimensions pertinent to the country and culture where the service is offered. In this respect, this study is conducted to examine the sustainability of Servqual dimensions towards the service quality of commercial banks in Northern Cyprus. As expected, factor analysis as the principal method of the research has necessitated the revision of servqual dimensions so as to reflect unique customer preferences in Northern Cyprus.

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    File URL: http://www.ijf.hr/eng/FTP/2007/2/safakli.pdf
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    Article provided by Institute of Public Finance in its journal Financial Theory and Practice.

    Volume (Year): 31 (2007)
    Issue (Month): 2 ()
    Pages: 185-201

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    Handle: RePEc:ipf:finteo:v:31:y:2007:i:2:p:185-201
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    1. Nick Johns & Turgay Avcí & Osman M. Karatepe, 2004. "Measuring service quality of travel agents: evidence from Northern Cyprus," The Service Industries Journal, Taylor & Francis Journals, vol. 24(3), pages 82-100, May.
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