Bank Personnel’s Perception of Banking Services and Implications for service Quality: A study of Turkish Banks (original) (raw)

Bank Personnel's Perception of Banking Services and Implications for Service Quality

2009

This exploratory study examines the perceptions of bank personnel regarding bank services offered to customers by the banks in Turkey. The specific objectives of the study are to examine the perceptions of the bank personnel regarding the importance of the bank services; to compare the personnel perceptions of bank services by selective demographic profiles; and to discuss the implications of the results for service quality. The study found significant perceived differences of bank services by personnel position, gender, and age, but not education level. These differences, or “gaps”, if not taken care of, could have adverse impact on bank service quality and in turn, on bank performance. The study presents a framework showing the potential impact of bank personnel characteristics on bank service quality. This framework and the results of the study could help managers to improve the quality of banking services offered to customers.

THE IMPACT OF THE SERVICES QUALITY OF BANKING TO CUSTOMERS DEALING WITH BANKS

This study aimed to identify the impact of the quality of banking services on the customers dealing with the bank. this quality is measured through five dimensions by (Zeithmal &bitner 2000, Lovelok & wirtz 2013) which are Tangibility , Reliability, Responsiveness Assurance, Empathy) In this study, six hypotheses have been placed. five related to these dimensions mentioned above, and the sixth hypothesis concerning the interaction of customers with the bank. In order to achieve that, a questionnaire was designed consisting of 20 questions. it was chosen a simple random sample of the bank's customers made up of 344 customer and a statistical analysis was conducted through the use of the Arithmetic mean, person correlation coefficient and sample T-test.The study results showed that there is a strong relationship between Responsiveness and Deal with the bank with correlation coefficient 0.697 comparing with the dimensions of other banking services. the weakest relationship was between Empathy and Deal with the bank with correlation coefficient 0.177, therefore the researcher found that the banking employees should give a great importance for Responsiveness As greatly affect the deal with bank.

Service Quality of Conventional and Islamic Banks in Turkey

Market-Tržište, 2021

Purpose-The aim of this research study is to determine and compare the service quality of conventional and Islamic banks in Turkey. Design/Methodology/Approach-Stratified sampling method was used to select the sample of respondents for the survey. The data collection phase was carried out online via Google forms and data obtained from 524 participants was used for the analysis. A revised SERVQUAL scale for the banking sector was employed in the research.

Customer Perception on Banking Services -A Study Among Public Sector and Private Sector Banks

Studies in Indian Place Names, 2020

Banking industry faces intense competition and increased customer expectation. They develop customer oriented strategies to compete successfully in the competitive environment. Customers evaluate the quality of service with their experience in service delivery. The research paper evaluates the degree of customer perception in banking services relating to speed, accuracy and transparency in Public sector bank, Old private sector bank and New private sector bank. The respondents in this study are customers of bank branches. The research paper revealed that customer perception on banking services is better in New private sector bank and also in urban branches.

Employees' Perception on Service Quality of Public Sector Banks

S ervice quality has been recognized as an important aspect for service organizations, especially from the employee's point of view. Employee pe rceptions are considered vital to the service quality in organizations as employees directly interact with customers and provide the services. Employees are said to be associated significantly satisfied with the service quality and customer satisfaction. S atisfied employees are more productive, innovative, and loyal, so the impact on customer satisfaction. Employees who are satisfied will be able to play the role of a strong core in achieving excellence and organizational effectiveness. Therefore, the study aims to provide an understanding of how employees perceive service quality in public sector banks and to gain deeper insight of the dimensions influencing employees' perception by using S ERVQUAL instrument. The results of the study reveal that the dimensions tangibles, reliability, assurance and responsiveness show significant influence on employees' perception on service quality. However, empathy does not show significant influence on employees' perception on service quality.

Quality of Service in the Banking Sector

Mediterranean Journal of Social Sciences, 2013

While observing the various financial institutions in our country we notice the existence of multiple varieties such as: insurance institutions, banks, institutions of social services etc. Among the financial institutions mostly used by businesses and people in general we distinguish the banks. In addition, today's market tendencies have increased the request for financial bank services. As a result, lately the number of banks in our country has increased. This phenomenon has increased customer service, the quality of service and higher competition among banks. Under these conditions it is necessary that banks use aggressive marketing strategies in order to be successful and competitive among their own kind. Due to the increase in market competition, identifying consumer's needs and increasing the quality of service has become a very important trend in today's marketing world. Research has shown that good quality customer service generates better income. While trying to determine what marketing strategies give the edge, academic researchers are trying to figure out what kind of customer service works best in today's environment so that they can improve it. Based on various studies the quality of service has a huge impact on consumer's satisfaction and their loyalty, at the same time it is established as a result of comparison that clients do between the expectations they have for service and their perception of the quality of service rendered. (Parasuraman et al., mentioned in Caruana, 2002).The quality of service has a positive effect in the performance of a bank; as a result it gains competitive advantages due to the improvement of quality of service. As such, what clients think of a service overpasses their expectations for the same service. Caruana, 2002; Chumpitaz, 2004). Due to higher internet access in today's world, the way businesses are managed including the banking business has changed. Consumers are expecting better quality of service, shorter transaction times and better service conditions. However, because the nature of the services, susceptibility, indivisibility, heterogeneity and the quality of services become difficult to be appreciated.

Customer Perception on Service Quality of Commercial Banks: A Case Study in Penang, Malaysia

2013

The main objective of this study is to identify customer’s perception on the service quality dimensions in commercial banks in Butterworth, Penang. In this study three commercial banks are chosen to be analyzed. These banks are Public Bank, CIMB Bank and Maybank that is located only in Butterworth. The results show that the most important service quality practice on customer’s overall satisfaction is responsiveness as it is perceived as a dominant service quality. The results also reveal that the service quality dimension (independent variables) of attentive, flexibility, communication, friendliness and responsiveness are positively and significantly influencing the dependent variables (customer’s perception). Thus, this present research concluded that service quality is the basic and also most important factor that influences the overall customer perception in preferring the services of Banks. This finding reinforces the need for banks managers to place an emphasis on the underlyin...

1 Customer Perception of Banking Service Quality: A Study on

2016

The purpose of the study is to investigate customer perception of service quality of a private bank. In this study five dimensions are used namely responsiveness, reliability, assurance, empathy and tangibles based on SERVPERF (Service Performance) model to investigates the service quality perceptions of customers of a commercial bank. The study reveals that Tangibility is having a highest mean score of SERVPERF (P) score and the bank should concentrate on Empathy as it has the lowest mean score of SERVPERF as well as Reliability. Regarding the association between the demographic variables and the service quality factors, it is seen that there is a significant association. The research provides valuable insights to manager of the bank on the need to continuously enhance service quality.

A study on measuring customers' expectation and perception in private and public sector banks.

IUJ Journal of Management, 2018

This study attempts to measure service quality of public and private banking sector by measuring expectation and perception of customers. Descriptive Research Design was adopted to determine customers' perception and expectation about the bank. A survey has been used to collect primary data and 239 questionnaires were used in final analysis. SPSS and Microsoft Excel have been used to analyze and interpret the data. Bank service providers should continually monitor the level of fulfilment of personal needs and satisfaction with the organization, if they wish customers to remain loyal.