Impact of the demographic factors and personality regarding the relation with customers: A practice in banking sector

To compete only on the price of the product is unsufficient for the banks and even for all the companies under the fluxional competition conditions. The price advantage is not sufficient for the banks anymore, although they have been using this while competing with the other banks in previous years. To continue their existince is only possible with increasing their performance, improving financial qualities and developing human relations. Human relations is related with bank staff and it includes their knowledge, experience and personal features. These features are what take the bank and the bank staff to success. Bank customers often push price advantages provided by bank into the background, and they have oriented towards the banks whose employees they have close relations with. It is curicially important for the customers to build trust with the bank staff besides their personal features. If the customers don't see the relationship as only dealing with the banking operations, then it will be a business relation depending on trust. In this case, the customers will continue to work with the bank or the bank staff they trust no matter what happens and it will be a long term deal. Otherwise, it will be only business relations and it is not going to be long term cooperation between the bank customer and the bank. Those will cause losing the time and eforts along with losing the profit. In this reserach, the effect of bank employees personal features and demographic factors on the relations between bank staff and customers are analysed. The aim of this research is to determine the effect of personality features and demographic factors on the relationship of bank customers and employees. This research presents the positive and negative effects of personal characteristics on the interpersonal relations. Working group of this research includes; bank employees working on different units with different titles in the totally different eighteen banks of Gaziantep city. Also third of these banks are government banks others are private banks. This research was conducted with 203 bank employees including 92 men and 111 women. According to the research; gender of the bank employees does not have an effect and age of the bank employees has an effect on both extroversion and agreeableness, and has an effect on only empathy, marital status of the bank employees has an effect on only empathy, total working time of the bank employees has an effect on agreeableness and has an effect on only empathy. Neuroticism has an effect on both empathy and an awareness of emotion but it does not have an effect on other factors. In this context, the attribution of being on the same page with clients and having emphaty with them and not to behave negative towards banks' clients on banking are evaluated. It is also considired that the academics who work on this subject should take into account the bank staffs' age, income, marital status, the time spent working for the banks and the emotional status of the staff would be beneficial.