The relationship between customer incivilty and customer-sided behavior: An application in the banking sector

Banks operate in the financial services branch of the services sector. Research reveals that customer-sided behavior is very important in the success of businesses operating in the service sector.In a service business, the employee-employee, employee-manager and customer-employee relationship is effective primarily on employee performance and then on business performance. The aim of this study is to analyze the relationship between perceived customer incivility and employee customer-sided behavior. Within the scope of the study, scales with proven validity and reliability were used to measure "customer incivility" and "customer-oriented behavior". Data were collected from 382 people by survey study with convenience sampling from bank employees operating in the province of Antalya. Dimensions were obtained by applying factor analysis to the data collected from the participants. These data were then subjected to parametric tests such as Percent Frequency Analysis, Independent Sample T Test, one-way ANOVA and Correlation Analysis, and findings were obtained. As a result of the analysis, it has been seen that there is no statistically significant relationship between customer incivility and customer-sided behavior that bank employees are exposed to.