Türk Bankacılık Sektöründeki Müşteri İtiraz, Şikayet, Talep ve Önerilerinin İçerik Analizi İle İncelenmesi
Analysis of Complaints in Turkish Banking Sector With Content Analysis

Summary/Abstract: Purpose – Due to the technological advances and the strong competition policies that are being developed in today's banking sector, the complaints, objections, requests and suggestions that the customers have communicated due to the regulations developed by the Banking Regulation and Supervision Agency against the expectations are important in order to design an effective customer experience in banking and to maintain profitability. The purpose of the study, the five largest banks operating in Turkey are subject transmitted through şikayetvar.com platform determining the categories of complaints and appeals and to discuss and find solutions and determined that compared to what those directed to product groups. Design/methodology/approach – According to the number of branches operating in Turkey in the first five banks through the designated bank size is selected.

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