To read this content please select one of the options below:

Managing service quality in banks: customers’ gender effects

Charalambos Spathis (Charalambos Spathis is an Assistant Professor in the Department of Economics, Aristotle’s University of Thessaloniki, Thessaloniki, Greece.)
Eugenia Petridou (Eugenia Petridou is an Assistant Professor in the Department of Economics, Aristotle’s University of Thessaloniki, Thessaloniki, Greece.)
Niki Glaveli (Niki Glaveli is an A. Onasis Foundation Scholar and PhD candidate in the Department of Business Administration, University of Macedonia, Thessaloniki, Greece.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 2004

6852

Abstract

This paper discusses the service quality of Greek banks on the basis of their customers’ perceptions, and analyses how gender differences affect customers’ perceptions of service quality dimensions such as effectiveness and assurance, access, price, tangibles, service portfolio, and reliability. The results of an empirical study of 1,260 customers of Greek banks generally support the hypothesis that gender affects service quality perceptions and the relative importance attached to various banking service quality dimensions. This paper provides important information for bank managers to use in developing operational, human resource, and marketing strategies, and in targeting those strategies in terms of the gender differences in quality perceptions among their customers.

Keywords

Citation

Spathis, C., Petridou, E. and Glaveli, N. (2004), "Managing service quality in banks: customers’ gender effects", Managing Service Quality: An International Journal, Vol. 14 No. 1, pp. 90-102. https://doi.org/10.1108/09604520410513695

Publisher

:

Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

Related articles