The Ministry of Education of Azerbaijan Republic unec sabah azerbaijan State Economic University

3.3.Data collection techniques.

The research was carried out on the basis of information collected from the citizens living in the territory of the Republic of Azerbaijan through a questionnaire. The questions in the questionnaire were prepared in a way that all citizens could understand. The survey was prepared through Google's GoogleForm site. The survey link is sent directly to the e-mail addresses and social network addresses of many participants (especially facebook, whatsApp, linkedin, twitter) and the result is that the demographic diversity of the assay is respected. Through this method, participants' responses were collected on the site where the questionnaire was prepared for analysis. 391 people attended the online interview. The questionnaire was shared with the participants in the time interval between 15 March and 23 April. The assays were carried out based on the answers obtained from this query.There are 13 questions in survey. The questions are based on a variety of literary works, research areas, and personal analysis. Questions were presented to the participants about the satisfaction levels of banks and their prioritization. Service quality models (Parasuman, Zeithaml, Berry's (1988) Quality of Service, Sweeney, and Souter (2001), Lewis and Soureli (2006), Sanchez (2006)) were taken into account in order to arrange the survey. The survey starts with questions about demographic issues related to gender, age, marital status, education level, income, and commercial activities. The next questions are the banks they prefer, the quality of their services, the attitude of the staff, trust and so on. questions about features. In order to measure customer satisfaction, 8 banks (Kapital Bank, Bank of Baku, International Bank, Express Bank, Unibank, Access Bank, Bank Respublika, Azer Turk Bank) were taken as basis and questions were presented to their customers.