Akademik Veri Yönetim Sistemi
Social Sciences Studies Journal, cilt.6, sa.74, ss.5140-5156, 2020 (Hakemli Dergi)
The increase in the number of employees depending on the economic development of the banks was also witnessed in the participation banks, and with the increase in the number of branches, they gave up their traditional management styles and initiated a management approach based on modern systems. For this reason, participation banks, like all other organizations, started to give importance to internal and external communication and developed themselves accordingly. The purpose of this study is to determine the importance of internal communication quality, the expectations and perceptions of the employees, and to reveal them via Servqual analysis. Problems of the study are positioned by considering the concept of motivation in order to demonstrate how the quality of internal communication affects employees. In this context, one of the quantitative research methods, namely the questionnaire method, was used in the research conducted to reveal how the perceptions and expectations of the employees are affected in terms of quality of physical, reliability, enthusiasm, trust and empathy. The questionnaire is considered in two dimensions, and it was carried out as the pre-test (the quality expected by the employees when they begin at organization) and the post-test (the quality that the employees perceive in the period after they start working in the organization). The results of the study contain data that employees of participation bank consider all dimensions almost equally and at a high rate regarding quality, with 20 % in physical dimension, 20 % in reliability dimension, 20.90 % in enthusiasm dimension, 20.30 % in trust dimension and 19.70 % in empathy dimension.