Quantifying Customers’ Gender Effects on Service Quality Perceptions of Philippine Commercial Banks
Year: 2012
Type: conference-paper
Study design: Observational Study
Abstract: This paper deals with the service quality of Philippine commercial banks from the perspective of their customers. It discusses the degree of importance attached to the five dimensions of service quality and examines how gender differences affect customers’ expectations and perceptions of bank service quality. Survey results and statistical tests support the hypothesis that gender differences affect the relative importance attributed to the five dimensions as well as customers’ expectations and perceptions of service quality in banks. This research is useful in developing customer-related strategies that will increase clients’ perceptions of bank service quality.
Author: Willy F. Zalatar
Institution: De La Salle University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W2025359126