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Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender

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  • Osman M. Karatepe

Abstract

The purpose of this study is to investigate customer satisfaction as a mediator of the effects of service environment, interaction quality, empathy, and reliability on loyalty. The present study also aims to examine gender as a moderator in the relationship between the aforementioned service quality dimensions and customer satisfaction. Data were gathered from the customers of retail banks in Northern Cyprus. The results based on hierarchical multiple regression analysis reveal that customer satisfaction mediates the impacts of service environment, interaction quality, empathy, and reliability on loyalty. The results also indicate that gender moderates the effects of empathy and reliability on customer satisfaction. Implications of the results are discussed, and avenues for future research are offered.

Suggested Citation

  • Osman M. Karatepe, 2011. "Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 12(2), pages 278-300, January.
    • Handle: RePEc:taf:jbemgt:v:12:y:2011:i:2:p:278-300
    DOI: 10.3846/16111699.2011.573308
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    2. Gengeswari Krishnapillai & Kwok See Ying, 2017. "The Infl uence of Electronic-Word-of-Mouth on Travel Intention among Foreign Students in Malaysia: Does Gender Really Matter?," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 475-483.
    3. Yokoyama, Narimasa & Azuma, Nobukazu & Kim, Woonho, 2022. "Moderating effect of customer's retail format perception on customer satisfaction formation: An empirical study of mini-supermarkets in an urban retail market setting," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    4. Amir Ghorbani & Hossein Mousazadeh & Farahnaz Akbarzadeh Almani & Masoud Lajevardi & Mohammad Reza Hamidizadeh & Mehrdad Orouei & Kai Zhu & Lóránt Dénes Dávid, 2023. "Reconceptualizing Customer Perceived Value in Hotel Management in Turbulent Times: A Case Study of Isfahan Metropolis Five-Star Hotels during the COVID-19 Pandemic," Sustainability, MDPI, vol. 15(8), pages 1-19, April.
    5. repec:thr:techub:10022:y:2021:i:1:p:492-546 is not listed on IDEAS
    6. Jelena Titko & Natalja Lace & Konstantis Kozlovskis, 2013. "Service quality in banking: developing and testing measurement instrument with Latvian sample data," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 61(2), pages 507-515.
    7. Rawan Alafeshat & Uju Violet Alola, 2018. "Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 167-176, September.
    8. Castellano, Rosalia & Chelli, Francesco M. & Ciommi, Mariateresa & Musella, Gaetano & Punzo, Gennaro & Salvati, Luca, 2020. "Trahit sua quemque voluptas. The multidimensional satisfaction of foreign tourists visiting Italy," Socio-Economic Planning Sciences, Elsevier, vol. 70(C).
    9. Miglė Černikovaitė & Žaneta Karazijienė & Lina Bivainienė & Valdas Dambrava, 2021. "Assessing Customer Preferences for Shopping Centers: Effects of Functional and Communication Factors," Sustainability, MDPI, vol. 13(6), pages 1-17, March.
    10. Rita Pina & Álvaro Dias, 2021. "The influence of brand experiences on consumer-based brand equity," Journal of Brand Management, Palgrave Macmillan, vol. 28(2), pages 99-115, March.
    11. Rod, Michel & Ashill, Nicholas J. & Gibbs, Tanya, 2016. "Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 212-221.
    12. Abd Al-Aziz Al-refaei & Hairuddin Bin Mohd Ali & Ali Ahmed Ateeq & Mohammed Alzoraiki, 2023. "An Integrated Mediating and Moderating Model to Improve Service Quality through Job Involvement, Job Satisfaction, and Organizational Commitment," Sustainability, MDPI, vol. 15(10), pages 1-22, May.
    13. Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
    14. repec:thr:techub:10022:y:2021:i:1:p:547-552 is not listed on IDEAS
    15. Bestoon Othman & Amran Bin Harun, 2021. "The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 553-618, August.
    16. Bestoon Othman & Amran Bin Harun, 2021. "The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 492-546, August.
    17. Yuli Agustina & Agung Winarno & Bagus Shandy Narmaditya, 2021. "Village-Owned Enterprises and Rural Community Welfare: A Lesson from Malang of Indonesia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 547-552, August.
    18. Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee & Hande Demiral, 2018. "Do Gender and Prior Experience Moderate the Factors Influencing Attitude toward Using Social Media for Festival Attendance?," Sustainability, MDPI, vol. 10(10), pages 1-19, September.

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