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Dr. BOKKASAM SASIDHAR

Professor

PROFESSOR

كلية إدارة الأعمال
Building No. 67, Second Floor, Office No. S280
المنشورات
مقال فى مجلة
2019

Micro Analysis of Gender Effect on Service Quality Determinants and Customer Satisfaction in Banking Sector: A Study of Banks in Saudi Arabia

Aljasser, Ibrahim Abdullah . 2019

SERVQUAL Service Quality Customer Satisfaction Saudi banks Gender effect Banking Industry

Service quality is a competitive weapon in the banking industry. Better understanding of customer’s perception
of service quality in the banking industry and the drivers of such perceptions will be a sound basis for
continuous improvement in the quality of service offered to customers, customer satisfaction and customer
retention in the industry. An earlier study by the same authors (Ibrahim and Bokkasam, 2016) revealed that
the six SERVQUAL determinants are significantly related to and explain about 84% of overall customer
satisfaction. It was also observed that the female customers perceived higher level of positive perception
towards SERVQUAL determinants. The present study carries out a micro-analysis of the influence of gender
on the constituents of the service quality and customer satisfaction for all the six dimensions of the
SERVQUAL: Access, Communication, Competence, Tangibility, Empathy and Reliability, in Saudi banking
sector. The study also analyses gender-wise levels of satisfactions with regard to individual components
constituting various factors of the constituents of SERVQUAL. It was observed that the male customers have
significantly low levels of satisfactions with regard to promptness in solving conflicting issues and comfort
during waiting time in the bank.

نوع عمل المنشور
Research Paper
رقم المجلد
4
رقم الانشاء
1
مجلة/صحيفة
Asia-Pacific Jpurnal of Business Review
الصفحات
35 to 44
مزيد من المنشورات
publications

The importance of scheduling in the industrial world is growing rapidly. Customer-driven production scheduling is the need of the hour in the present business environment.

بواسطة Bokkasam Sasidhar
2023
تم النشر فى:
Asian Journal of Advances in Research
publications

Fixed charge transportation problem (FCTP), which can be considered as a
distribution problem, is considered to be an NP-hard problem. One of its versions is the Step Fixed
charge…

بواسطة Mahmoud M. El-Sherbiny, Ibrahim A. Aljasser, Bokkasam Sasidhar
2021
تم النشر فى:
International Journal of Advance Engineering and Research Development
publications

Service quality is a competitive weapon in the banking industry. Better understanding of customer’s perception
of service quality in the banking industry and the drivers of such perceptions…

بواسطة Ibrahim Abdullah Aljasser, Bokkasam Sasidhar
2019