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

Journal of Business Economics and Management (Impact Factor: 0.72). 01/2011; 2(1):040-044.
Source: RePEc


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

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Available from: Kosmas Njanike, Apr 11, 2015
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    • "Gender, emotions, and shopping behaviour outcomes Gender and shopping behaviour outcomes Previous research shows that gender has an important impact on shopping behaviour outcomes, such as satisfaction (Albert et al., 2011; Bryant and Jaesung, 1996; Mittal and Kamakura, 2001). In general, research demonstrates that women have higher levels of satisfaction in relation to shopping activities than men do (e.g. "
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    ABSTRACT: Purpose ‐ Research suggests that women demonstrate higher levels of shopping satisfaction, recommendation, return intentions, and hedonic shopping than men. However, is it possible to reduce the effects of gender on shopping behaviour? The purpose of this paper is to explore how the interaction between gender and emotions affects consumers' shopping behaviour outcomes. Design/methodology/approach ‐ Two studies show the effects of gender and emotions on shopping behaviour outcomes. Study 1 is a field experiment that tests the effects of gender and emotions (positive vs neutral) on consumer satisfaction, recommendation, and return intentions. Study 2 is a laboratory experiment that explores the effects of gender and emotions (positive, neutral, and negative) on hedonic shopping. Findings ‐ Results demonstrate that positive (vs neutral) emotions increase shopping behaviour outcomes for men, to reach the same level as for women. The findings also indicate that retail environment perception mediates the effects. Moreover, the results show that positive emotions increase levels of hedonic shopping for men and that negative emotions reduce levels of hedonic shopping for women. Practical implications ‐ This paper helps retailers enhance shopping behaviour outcomes in retail environments. From a managerial perspective, the findings also provide insights on how to improve shopping behaviour outcomes for male consumers. Originality/value ‐ This paper shows how to reduce gender effects on consumer shopping behaviour outcomes by activating specific emotions in retail environments. This research also demonstrates the mediating role of retail environment perception.
    International Journal of Retail & Distribution Management 09/2014; 42(9). DOI:10.1108/IJRDM-03-2013-0066 · 0.54 Impact Factor