Journal of Financial Services Marketing - Table 2 for article: How similar are frontline bank employees' perceptions of service quality to their customers? A study of female customers and employees in Turkey

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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 2. Varimax rotate factor matrices

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	Student			Adult			Employee
	Factor 1	Factor 2	Factor 3	Factor 1	Factor 2	Factor 3	Factor 1	Factor 2	Factor 3	Factor 4	Factor 5
BANSQ1	-0.02	0.29	0.70	0.22	0.30	0.79	0.32	0.11	0.18	0.12	0.79
BANSQ2	0.11	0.23	0.77	0.21	0.25	0.86	0.20	0.38	-0.03	0.09	0.78
BANSQ3	0.27	0.10	0.75	0.53	-0.03	0.71	0.79	-0.02	0.15	0.12	0.41
BANSQ4	0.25	0.26	0.56	0.23	0.19	0.72	0.61	0.47	0.21	0.10	0.02
BANSQ5	0.08	0.77	0.25	0.49	0.47	0.52	0.63	0.36	0.08	0.49	-0.02
BANSQ6	0.41	0.44	0.47	0.64	0.39	0.43	0.76	0.05	0.13	0.42	0.03
BANSQ7	0.29	0.71	0.33	0.33	0.65	0.46	0.22	0.03	0.25	0.80	0.13
BANSQ8	0.20	0.82	0.21	0.42	0.58	0.50	0.31	0.31	0.00	0.80	-0.03
BANSQ9	0.28	0.70	0.11	0.23	0.76	0.42	0.30	0.07	0.29	0.73	0.24
BANSQ10	0.20	0.66	0.33	0.37	0.64	0.33	0.11	0.67	0.25	0.09	0.06
BANSQ11	0.31	0.44	0.48	0.71	0.40	0.28	0.26	0.11	0.68	0.04	0.00
BANSQ12	0.61	0.03	0.60	0.79	0.23	0.30	0.71	0.07	0.26	0.14	0.26
BANSQ13	0.60	0.24	0.55	0.66	0.45	0.34	0.31	0.22	0.51	0.28	-0.22
BANSQ14	0.75	0.22	0.19	0.56	0.46	0.21	0.62	0.10	0.45	0.18	0.16
BANSQ15	0.52	0.49	0.17	0.44	0.70	0.26	0.61	-0.06	0.25	0.23	0.14
BANSQ16	0.69	0.08	0.49	0.77	0.25	0.35	0.50	0.10	0.58	0.11	0.03
BANSQ17	0.72	0.28	0.16	0.56	0.32	0.36	0.11	0.02	0.69	0.43	0.16
BANSQ18	0.80	0.27	0.14	0.76	0.26	0.21	0.32	0.30	0.66	0.08	0.33
BANSQ19	0.41	0.49	0.00	0.31	0.78	-0.06	-0.03	0.61	0.27	0.22	0.30
BANSQ20	0.82	0.13	0.30	0.81	0.27	0.11	0.08	0.47	0.70	0.09	0.11
BANSQ21	0.81	0.27	0.13	0.74	0.38	0.27	-0.01	0.85	0.07	0.20	0.18
BANSQ22	0.74	0.27	0.07	0.72	0.44	0.30	0.12	0.89	0.07	-0.06	0.03

Eigen Val.	10.35	2.01	1.61	13.36	1.50	1.19	8.86	2.51	1.52	1.48	1.07
% Var.	47.10	9.20	7.30	60.70	6.80	5.40	40.30	11.40	7.00	6.70	4.90

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