Service quality assessment: a comparison of Turkish and German bank customers
Cross Cultural Management: An International Journal
ISSN: 1352-7606
Article publication date: 8 May 2007
Abstract
Purpose
The study first seeks to determine the underlying configurations of service quality perceptions between Turkish and German bank customers and then tries to ascertain the extent of cross‐cultural congruence.
Design/methodology/approach
Samples of Turkish and German bank customers serve as the study setting. Usable responses were obtained from 156 Turkish and 226 German customers.
Findings
Results show that the underlying configurations of service quality items decompose into three factors for both groups. The extent of congruence between the two groups is strong.
Research limitations/implications
Replications among other samples are needed to validate the current findings.
Practical implications
The overall consistencies between the Turkish and German consumers suggest that a standardized approach is feasible for multinational banks operating in the two countries.
Originality/value
The factor congruency technique was employed to determine the extent of similarities and disparities between the two groups. Emergence of cross‐cultural similarities carries implications for bank managers.
Keywords
Citation
Yavas, U. and Benkenstein, M. (2007), "Service quality assessment: a comparison of Turkish and German bank customers", Cross Cultural Management: An International Journal, Vol. 14 No. 2, pp. 161-168. https://doi.org/10.1108/13527600710745769
Publisher
:Emerald Group Publishing Limited
Copyright © 2007, Emerald Group Publishing Limited