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| Author: | Yavas, U. |
| Title: | Configurations of service quality perceptions: an inter-segment analysis |
| Journal: | Journal of international marketing and marketing research
2010 : JUN, VOL. 35:2, p. 67-75 |
| Index terms: | Turkey banks customers service quality |
| Language: | eng |
| Abstract: | The study investigates the service quality perceptions as perceived by frontline employees in Turkish banks and as reported by customers. The study is conducted among Turkish males. The results suggest that service quality assessments between the customers and employees don't match. Also, the general pattern of inconsistencies between self-reported and customer-reported perceptions seems to be difficult. Turkish male frontline employees in Turkish banks seem to be unaware how the customers really see them. The results suggest that banks shoud train their staff on how customers define service quality. |
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