Welcome to the InfoSci Platform
Evaluation of Customer Expectations-Based New Product and Service Development Process: An Analysis for the Turkish Banking Sector

Evaluation of Customer Expectations-Based New Product and Service Development Process: An Analysis for the Turkish Banking Sector

Serhat Yüksel, Gülcan Ergül
Copyright: © 2020 |Pages: 30
ISBN13: 9781799825593|ISBN10: 1799825590|EISBN13: 9781799825609
DOI: 10.4018/978-1-7998-2559-3.ch014
Cite Chapter Cite Chapter

MLA

Yüksel, Serhat, and Gülcan Ergül. "Evaluation of Customer Expectations-Based New Product and Service Development Process: An Analysis for the Turkish Banking Sector." Handbook of Research on Decision-Making Techniques in Financial Marketing, edited by Hasan Dinçer and Serhat Yüksel, IGI Global, 2020, pp. 287-316. https://doi.org/10.4018/978-1-7998-2559-3.ch014

APA

Yüksel, S. & Ergül, G. (2020). Evaluation of Customer Expectations-Based New Product and Service Development Process: An Analysis for the Turkish Banking Sector. In H. Dinçer & S. Yüksel (Eds.), Handbook of Research on Decision-Making Techniques in Financial Marketing (pp. 287-316). IGI Global. https://doi.org/10.4018/978-1-7998-2559-3.ch014

Chicago

Yüksel, Serhat, and Gülcan Ergül. "Evaluation of Customer Expectations-Based New Product and Service Development Process: An Analysis for the Turkish Banking Sector." In Handbook of Research on Decision-Making Techniques in Financial Marketing, edited by Hasan Dinçer and Serhat Yüksel, 287-316. Hershey, PA: IGI Global, 2020. https://doi.org/10.4018/978-1-7998-2559-3.ch014

Export Reference

Mendeley
Favorite

Abstract

This chapter analyzed customer expectations-based new product and service development process in banking sector for the Turkish banking sector. In-depth interview technique was used. Four dimensions (finance, technology, customer and personnel, and physical conditions) were determined for measuring the efficiency of this process, and 12 criteria were determined for these dimensions. Questions were prepared by considering the literature and these dimensions and criteria. The 26 questions were asked to 12 different personnel working in Turkish banks. Those employees in the private and foreign banks did not indicate any negativity regarding the new product and service development process, but did report deficiencies in terms of personnel and physical conditions in relation to the new product and service development process.

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.