Quantifying Customers’ Gender Effects on Service Quality Perceptions of Philippine Commercial Banks

Abstract

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.