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
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.
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.
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…
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…