In this research, it is aimed to determine the possible relationship perceived service quality, customer satisfaction, customer loyalty and some demographic characteristics. For this purpose, a research was conducted on the customers of a state bank operating in Kahramanmaraş. Questionnaire was used as data collection method in the research. The data obtained from the questionnaires were analyzed by using the SPSS. As a result of the research, it was determined that a significant positive correlation relationship between all the dimensions of perceived service quality (tangibles, reliability, responsiveness, assurance, empathy) and customer satisfaction and loyalty, a significant positive correlation relationship between customer satisfaction and customer loyalty. It was also determined that the levels of reliability perception of customers’ are significantly different according to their marital status; the levels of satisfaction and loyalty are significantly different according to the banking service type utilized.
