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Gender effects on customer satisfaction in banking industry a case of commercial banks in Bindura, Zimbabwe

Albert Musekiwa, Kosmas Njanike and Paul Mukucha
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Albert Musekiwa: Bindura University P.M.B 1020 Bindura, Zimbabwe
Kosmas Njanike: Bindura University P.M.B 1020 Bindura, Zimbabwe
Paul Mukucha: Bindura University P.M.B 1020 Bindura, Zimbabwe

E3 Journal of Business Management and Economics., 2011, vol. 2, issue 1, 040-044

Abstract: The establishment of excellent customer satisfaction is paramount to the success of any business in today’s global village. This study aimed to establish gender effects on customer service expectations in commercial banks customers in Bindura. A sample size of 200 commercial banks customers was used. Results showed that female customers gave higher rating on staff and organization that was courteous gave personal attention, accurate information, helpful and had clean facilities while male customers gave higher rating on staff and organization that was professional, was respectful, gave realistic information, and had extended working hours and modern technology. The pearson’s chi-square test, however, showed that gender and service expectations were independent. Key words: customer satisfaction, customer expectations and gender

Date: 2011-01
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