A Gender-Based Approach: Service Quality and Customer’s Loyalty

Qaisar Iqbal, Basheer Ahmad and Adeel Nasim

International Journal of Management, Accounting and Economics, 2016, vol. 3, issue 12, 822-836

Abstract: This study explores moderating role of branch managers as gender on the service quality and customer’s loyalty in Private Banks of Pakistan. This study seeks additional insights through comparison of the strength of influence of gender as male and female. Data was collected using convenient sampling technique from 175 respondents of two large private banks through self-administered questionnaire. Statistical software package for social sciences was employed for data analysis Regression analysis and Andrew Hayes methodology of moderation has been used to analyze data. Response rate in this study was 87.50%.there is significant relationship of service quality with customer’s loyalty. Gender moderates the association of service quality and customer’s loyalty. But, impact of male gender is higher than female as moderator on relationship of service quality and customer’s loyalty. Male branch managers moderate the association of service quality and customer’s loyalty. There is non-significant impact of female branch managers on the relationship of service quality and customer’s loyalty. This study will help the management of banks to assess and improve level of service quality in retail banking in order to retain existing customers, grasp new customers and enhance their loyalty.

Keywords: manager; Service Quality; s Loyalty; retail banking; Gender; Customer’ s Satisfaction (search for similar items in EconPapers)
Date: 2016
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.ijmae.com/article_116576_ba3ad1da50f54cea1802c5467d8fc696.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:air:journl:v:3:y:2016:i:12:p:822

DOI: 10.5281/zenodo.17500738

Access Statistics for this article

More articles in International Journal of Management, Accounting and Economics from International Journal of Management, Accounting and Economics
Bibliographic data for series maintained by Dr. Behzad Hassannezhad Kashani ().