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

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.