Measuring worker performance in service sector: A case study on banks

In this research, performance evaluation system, its properties and effects on motivation of personnel is evaluated on sample of banking as a service sector. In the research, 159 bank workers working in İstanbul Göktürk province were subjected to survey, and performance evaluation of personnel, performance evaluation criteria and reliability of performance evaluation system were examined. According to results of the study, general performance of personnel is higher than mean performance, and they stated that inservice training issues are important. Reliability on performance evaluations showed that prejudice and favor issues decrease reliability on performance evaluation system. In the research, performance level differences of personnel based on their demographic properties were also evaluated. According to this evaluation, performance level of male personnel is higher than female personnel (P<0,05). There was not a statistically significant difference between reliability on performance evaluation system based on gender (P>0,05). Performance levels of managing and not managing personnel were insignificantly different (P>0,05), and managing personnel less trust to performance evaluation system (P<0,05). Performance levels were statistically decrease with increase in education, and trust levels were increasing (P<0,05). Finally, private bank workers statistically more trust to the performance evaluation system (P<0,05). According to results of the correlation analysis, there is not a statistically significant correlation between performance levels and trust to the performance evaluation systems (P>0,05).