Behavioural dimension of service quality in Turkish banking sector

Turkish banking sector is in an important change especially for the last six years. After the January 24th of 1980 decisions Turkish Banking sector that stepped about to liberalization importantly, while got in to re-regulation after the lived crises so that it showed great improvement on banking services. As well foreign banks entrance and put in to effect of the liberalization on banking services together with lived decreas on service quality and expansion in the sector. Where the banking products and services are supplied untraditional paths, communication in branch, motivation of employees, job satisfaction for HR professional gained importance. Service quality for employees, come out espacially in the prosesses that they operate and about their approaches to clients. Behvioural attributes of employees carries great important in this matter. Obtaining every other factor except from human is possible at this state where competition is came. Therefore to obtain best performance from employees and to ascend service quality consequently, were attached importance to continous improvement, motivation and culture-employee accordance about recruitment. By setting off from this thought produced this questionnaire, in order to be determined service quality perceptions of employees a questionnaire was carried out to employees of a foreign capital bank. The data obtained from conclusions of questionnaire; point out employees of foreign capital bank know components of service quality and bear this perception. In order to keep this service quality high, interior branch communication channels must be opened and free communication established. In addition, it should be paid attention to education activities differently. As far as to keep motivation of employees higher level is concerned, let them get in to participate taken decisions and there must be team-work between them. As far as employees are concerned must be kind to clients, right body language and voice tone must be preferred and they must be flexible. Key Words: Banking, Service Quality, Behavioural Dimension, Motivation.