Journal of Financial Services Marketing - Table 3 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 3. Factor congruency results

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	Adult
	Q1	Q2	Q3
Student
P1	0.95	0.75	0.59
P2	0.70	0.94	0.75
P3	0.76	0.60	0.92


	Employee
	Q1	Q2	Q3	Q4	Q5
Student
P1	0.66	0.67	0.85	0.53	0.39
P2	0.65	0.62	0.57	0.88	0.39
P3	0.82	0.46	0.63	0.51	0.66


	Employee
	Q1	Q2	Q3	Q4	Q5
Adult
P1	0.78	0.68	0.85	0.59	0.44
P2	0.65	0.68	0.68	0.81	0.44
P3	0.81	0.55	0.55	0.67	0.69

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