کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1120891 | 1488502 | 2012 | 7 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Quantifying Customers’ Gender Effects on Service Quality Perceptions of Philippine Commercial Banks
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موضوعات مرتبط
علوم انسانی و اجتماعی
علوم انسانی و هنر
هنر و علوم انسانی (عمومی)
پیش نمایش صفحه اول مقاله
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چکیده انگلیسی
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.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Procedia - Social and Behavioral Sciences - Volume 57, 9 October 2012, Pages 268-274
Journal: Procedia - Social and Behavioral Sciences - Volume 57, 9 October 2012, Pages 268-274