Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender

What is it about?

The effects of service quality dimensions on customer satisfaction in the banking industry has previously been assumed to be homogeneous across gender. We empirically demonstrate that the way service quality influence the satisfaction level of male and female customers is not the same. More specifically we find that male customers' satisfaction level are influenced to a larger extent by the physical environment quality dimension compared to female customers.

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