Measuring Service Quality Of Export Credit Agency In Turkey By Using Servqual

Abstract

There have been various studies investigating service quality of service providers in almost all sectors. Specifically, a large number of studies paying attention to banking-finance sector occur in the literature whereas no study measuring service quality of export credit agencies (ECAs) as well as Turk Eximbank exists among these ones. ECAs compete each other for enhancing their country's share on the world trade through promoting exporting firms. This makes essential to provide high quality service for these firms. Thereby, the aim of this paper is to investigate the exporting firms' service quality perceptions and expectations about Turk Eximbank, the ECA in Turkey, by using SERVQUAL scale. Within this framework, an e-mail survey of 127 exporting firms was employed as data set. On the basis of analyses indicating that there exists a gap between exporting firms' service quality perceptions and expectations it can be concluded that Turk Eximbank does not meet customers' expections regarding the quality of service provided. Furthermore, this gap does not differ by the sector, employee number and their position of the exporting firms.