Service Quality of Conventional and Islamic Banks in Turkey

İngilizce (OpenAlex)

Purpose -The aim of this research study is to determine and compare the service quality of conventional and Islamic banks in Turkey.Design/Methodology/Approach -Stratified sampling method was used to select the sample of respondents for the survey.The data collection phase was carried out online via Google forms and data obtained from 524 participants was used for the analysis.A revised SERVQUAL scale for the banking sector was employed in the research.Findings and implications -The study found service quality expectations of bank customers to be very high, with neither bank type satisfying the expectations of their customers.While conventional banks satisfied 81.2% of their customer expectations, with that proportion falling to 77.8% in the case of Islamic banks, the perception of service quality by customers was found to be higher for conventional banks than for Islamic banks.Especially in the last 20 years, Islamic banking in Turkey has developed at an extremely fast pace.Turkey has become a highly attractive market, particularly for foreign banks focused on Islamic banking.However, although Turkey is a Muslim country, there is not a high preference for Islamic banking.The most important reason behind this Sažetak Svrha -Cilj je istraživanja utvrditi i usporediti kvalitetu usluge konvencionalnih i islamskih banaka u Turskoj.Metodološki pristup -Pri odabiru uzorka korištena je metoda stratificiranog uzorkovanja.U istraživanju je uporabljena za bankarski sektor prilagođena SERVQUAL ljestvica.Prikupljanje podataka provedeno je online putem Google obrasca, a za analizu su korišteni podatci prikupljeni od 524 ispitanika.Rezultati i implikacije -Uočeno je da su očekivanja kvalitete usluge korisnika usluga banke vrlo visoka te da obje vrste banaka ne ispunjavaju njihova očekivanja.Dok su konvencionalne banke uspjele zadovoljiti 81.2 % očekivanja korisnika, kod islamskih banaka taj omjer pada na 77.8 %.Utvrđeno je i da je percepcija kvalitete usluge korisnika viša kod konvencionalnih nego kod islamskih banaka.U posljednjih 20 godina u Turskoj se islamsko bankarstvo vrlo brzo razvija.Turska je postala vrlo atraktivno tržište, posebno za inozemne banke usmjerene na islamsko bankarstvo.No, iako je Turska muslimanska zemlja, preferiranje islamskih banaka nije visoko.Najvažniji razlog za takvu situaciju temelji se na kvaliteti usluge koju islamske banke nude svojim korisnicima.Istraživanje je pokazalo da kvaliteta usluge banaka u Turskoj nije zadovoljavajuća, a kvalitetu usluge UDK 658.56