Özet:

This study includes a study employed in private and public banks in service sector banking sector for the determination of employee satisfaction. In the study, the expectations of the bank employees as service providers, from customer the degree of importance of expectations were studied to determine. Within this scope, bank employees were applied to have survey. The results of the surveys were evaluated by SPSS and the relations between bank employees were determined by performing discrimination analysis. As a result of the survey of bank employees the expectations of bank employees from customers were as follows; customers should listen to bank employees and adopt respectful and tolerant attitude customers should wait for their turn to address question and have a transaction performed and fill in the documents completely, they should not unnecessarily take bank employees time and should ask reasonable questions. In this study mutually recognizing senses, thoughts and expectations of bank employees were aimed in order to improve service industry quality which is common ground of bank and customers. Moreover for ensure sustainability in the banking sector it was aimed in order to improve long term relations with customers and bank employees.

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