Strategic positioning and quality determinants in banking service

dc.contributor.authorAkdag, Hatice Camgöz
dc.contributor.authorZineldin, Mosad
dc.date.accessioned2019-06-28T11:11:18Z
dc.date.available2019-06-28T11:11:18Z
dc.date.issued2011
dc.departmentFakülteler, İşletme Fakültesi, İşletme Bölümüen_US
dc.description.abstractPurpose - The aim of this paper is to investigate and define the competitive positioning of banks including state-owned domestic and foreign banks operating in Istanbul Turkey. The aim is to check the competitive marketplace and to identify the major quality attributes which bankers themselves and their customers used in determining the overall perception of a given bank and services offered. Design/methodology/approach - The investigation was held in Istanbul Turkey. In total 30 banks were included in the research which includes state-owned local and foreign-owned banks. A total of 1530 questionnaires were submitted answers collected and analyzed. Reliability test and frequency analysis were used to analyze the data. Findings - From the banks' customers' point of view determinants relating to functional quality or how the customers wish to receive banking services became evident. It also became clear that customers of banks are not fully receiving what they want or need and their expectations especially on the most important attributes of quality are not being met. Research limitations/implications - The survey showed how the banks were selected and including their employees in relation to the other competitors' banks in the Turkish banking industry. Originality/value - The paper demonstrates an integrated technology use of staff talent and streamlined operations that respond to customer needs and encourage customers to use the whole range of banking products/services rather than only a few as the end game. The results were used by bank staff later on to reengineer and redesign creatively their positioning strategy and the future direction for creating more effective quality strategies. © 2011 Emerald Group Publishing Limited.en_US]
dc.identifier.citation27
dc.identifier.doi10.1108/17542731111139518en_US
dc.identifier.endpage457
dc.identifier.issn1754-2731en_US
dc.identifier.issn1754-2731
dc.identifier.issue4
dc.identifier.scopus2-s2.0-79959867112en_US
dc.identifier.scopusqualityQ1
dc.identifier.startpage446en_US
dc.identifier.urihttps://hdl.handle.net/20.500.12469/1533
dc.identifier.urihttps://doi.org/10.1108/17542731111139518
dc.identifier.volume23en_US
dc.identifier.wosqualityN/A
dc.institutionauthorAkdag, Hatice Camgözen_US
dc.language.isoenen_US
dc.relation.journalThe TQM Journalen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectAttributesen_US
dc.subjectBank selectionen_US
dc.subjectCustomer perceptionen_US
dc.subjectCustomer service managementen_US
dc.subjectDeterminantsen_US
dc.subjectPositioningen_US
dc.subjectTurkeyen_US
dc.subjectTurkish banksen_US
dc.titleStrategic positioning and quality determinants in banking serviceen_US
dc.typeArticleen_US
dspace.entity.typePublication

Files