MEASURING EMPLOYEE PERFORMANCE WORKING IN SERVICE INDUSTRY: BANK APPLICATION

Abstract

In this study, with reference to the banking examples, performance assessment system in the service industry, properties of the system and its impacts on the motivation of employees were examined. Performance assessments of the employees, performance assessment criteria and their reliance on the performance assessment systems were examined by applying questionnaire on 159 bank employees in the Istanbul Province Göktürk District. According to the study results, the employees saw their performances above the average in general and expressed that in-service training subjects are important in the performance assessment criteria. As the reliance on performance assessment systems was examined, it was expressed that pulling the wires or favouritism subjects reduces the reliance on performance assessment systems. In the study, the difference between performance and scale scores of the employees according to their demographic properties were consulted and performance scores of men were found higher than women. Although there is no difference between the performance levels of managers and employees, it is seen that managers rely less on the performance system. It was discovered that while performance of an employee increases in parallel to the increase of his/her income status, their reliance levels decrease. However, it was detected that while performance of an employee decreases as his/her education levels increase, his/her reliance levels increase. Finally, it can be said that employees working in private banks rely on the performance assessment system more.