Vol. 10 No. 2 (2022): Business & Management Studies: An International Journal
Articles

The relationship between customer incivility and customer-sided behaviour: An application in the banking sector

Filiz ÇOPUROĞLU
Gaziantep University, Gaziantep, Turkey
Filiz ÇAYIRAĞASI
Gaziantep University, Gaziantep, Turkey

Published 2022-06-25

Keywords

  • Müşteri, Müşteri Yönlü Davranış, Müşteri Nezaketsizliği, Bankacılık Sektörü
  • Customer, Customer-sided Behaviour, Customer Incivility, Banking Sector

How to Cite

BÖGE, İshak, ÇOPUROĞLU, F., & ÇAYIRAĞASI, F. (2022). The relationship between customer incivility and customer-sided behaviour: An application in the banking sector. Business &Amp; Management Studies: An International Journal, 10(2), 569–587. https://doi.org/10.15295/bmij.v10i2.2052

Abstract

Studies in the related literature reveal that customer-sided behaviour is significant in business success in the service sector. In a service business, the employee-employee, employee-manager and employee-customer relationship can affect the employee performance first and then the business performance. In this context, the study aims to analyze the relationship between perceived customer incivility and customer-sided behaviours of employees. In order to measure "customer incivility" and "customer-sided behaviour" within the scope of the study, data were collected from 382 people with convenience sampling from bank employees operating in the province of Antalya. First, the dimensions were obtained by performing factor analysis on the data collected from the participants. Then the data were subjected to parametric tests such as Percent Frequency Analysis, Independent Sample T-Test, one-way ANOVA and Correlation Analysis. The results of the analysis showed that there is no statistically significant relationship between customer incivility and customer-oriented behaviour of bank employees.

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