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Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender
European Business Review Pub Date : 2020-05-06 , DOI: 10.1108/ebr-10-2019-0270
Viraiyan Teeroovengadum

Purpose

The link between service quality and customer satisfaction has been well established; however, there are strong reasons to believe that gender moderates the effects of service quality dimensions on customer satisfaction. This study aims to uncover gender-based heterogeneity pertaining to the link between service quality dimensions and customer satisfaction in the context of banking services.

Design/methodology/approach

This study adopted a survey design. Data is collected from 282 customers of banks in Mauritius. Because of the prediction-oriented aim of the present study, the partial least squares-structural equation modeling technique is used to test a set of relevant hypotheses.

Findings

The results provide mixed findings and the moderating effect of gender is found to be statistically significant for one service quality dimension but not for the other two. The permutation and partial least squares-multigroup analysis tests both support the hypothesis that gender moderates the relationship between environment quality and customer satisfaction.

Research limitations/implications

Only customer satisfaction has been included as a mediator of service quality and customer loyalty link. Previous studies have identified other relevant constructs, such as image and the perceived value, as mediators. Future studies could consider including these constructs when testing gender’s moderating effects. Finally, given the significant moderating effect of gender, which suggests that the satisfaction of male customers depends to a larger extent on environmental quality, there is a need to further explore the specific expectations of male customers with this particular component of bank services.

Practical implications

The results show that male and female customers react differently to quality stimuli in the context of bank services has important managerial implications. It is highly recommended that banks develop differential strategies for both male and female customers.

Originality/value

The primary contribution of this study focuses on exploring the moderating effect of gender on the relationships between service quality dimensions and customer satisfaction among bank customers.



中文翻译:

作为银行业客户满意度和忠诚度预测指标的服务质量维度:性别的调节作用

目的

服务质量和客户满意度之间的联系已经很好地建立起来;然而,有充分的理由相信性别在服务质量维度对客户满意度的影响方面起到了调节作用。本研究旨在揭示与银行服务背景下服务质量维度与客户满意度之间的联系相关的基于性别的异质性。

设计/方法/方法

本研究采用调查设计。数据来自毛里求斯银行的 282 名客户。由于本研究以预测为导向,因此使用偏最小二乘结构方程建模技术来检验一组相关假设。

发现

结果提供了不同的发现,发现性别的调节作用对一个服务质量维度具有统计意义,但对其他两个维度没有统计学意义。置换和偏最小二乘多组分析检验都支持性别调节环境质量和客户满意度之间关系的假设。

研究限制/影响

只有客户满意度才被纳入作为服务质量和客户忠诚度之间的中介。以前的研究已经确定了其他相关的结构,例如形象和感知价值,作为中介。未来的研究可以考虑在测试性别的调节作用时包括这些结构。最后,鉴于性别的显着调节作用,这表明男性客户的满意度在很大程度上取决于环境质量,有必要进一步探讨男性客户对银行服务这一特定组成部分的具体期望。

实际影响

结果表明,在银行服务的背景下,男性和女性客户对质量刺激的反应不同,具有重要的管理意义。强烈建议银行为男性和女性客户制定差异化策略。

原创性/价值

本研究的主要贡献在于探索性别对银行客户服务质量维度与客户满意度之间关系的调节作用。

更新日期:2020-05-06
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