Journal of Financial Services Marketing

TABLE 1

FROM:

How similar are frontline bank employees' perceptions of service quality to their customers? A study of female customers and employees in Turkey

Ugur Yavas

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Table 1. Service quality items

Figure and tables index
BANSQ1Having modern-looking/up-to-date equipment
BANSQ2Appearance of physical facilities
BANSQ3Appearance of employees
BANSQ4Visual appeal of the materials associated with the service (such as pamphlets)
BANSQ5Keeping promises to do something by a certain time
BANSQ6Interest shown in solving a problem
BANSQ7Performing the service right the first time
BANSQ8Providing the services at the time promised
BANSQ9Accuracy of records
BANSQ10Telling customers exactly when services will be performed
BANSQ11Giving prompt service to customers
BANSQ12Willingness of employees to help customers
BANSQ13Responding to customer requests
BANSQ14Trustworthiness of employees
BANSQ15Safety in transactions
BANSQ16Politeness of employees
BANSQ17The knowledge of the personnel in answering customer questions
BANSQ18Individual attention I receive
BANSQ19Having convenient operating hours
BANSQ20Personal attention given to customers
BANSQ21Having the customer's best interests at heart
BANSQ22Understanding the specific needs of the customers
Figure and tables index
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