Bank Personnel Quality Dimensions
Bank Personnel Quality Dimensions

Summary/Abstract: Services are experiences and bank employees influence customers’ experiences within bank units. Moreover, front-line employees are the link between customers and the institution and therefore, their attitude influences customers’ perceptions of service quality. The authors attempt to get additional insight into employee quality dimensions by highlighting the relationships between them. For this purpose, a conceptual model of the determinants of bank-personnel quality and customers’ satisfaction with bank territorial units is proposed and Principal Component Regression is performed to test the hypotheses. Our findings support the assumption that employee quality dimensions impact the perceived bank personnel quality which in turn influences customers’ satisfaction with bank territorial units. From a theoretical perspective, our study ads value given the „grasp” into the relationship between employee quality dimensions. From a managerial perspective, several implications derive from our study. The results we obtained will help the bank management to design better strategies to improve bank personnel quality

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