Customer Satisfaction in Participation Banks: Case in Istanbul

Abstract

Participation banks have a 5% share in the Turkish banking system and it is important for the sector to improve the relationship between the customer and the bank from current situation. In this context, face-to-face surveys were conducted with participation bank customers in Istanbul province and satisfaction levels were determined by taking into account the customer's personal characteristics (gender, age, income). In addition, what can be done to increase customer satisfaction is discussed. The number of people participating in the survey is limited to 250, and most of the participants are middle-aged male and female customers. Increasing customer satisfaction, revenue level, profit sharing ratios, transaction costs and product diversity were found to have the most important share.