Tài liệu Service quality, customer satisfaction and loyalty the moderating role of gender,om karatepe journal of business economics and management, 2011 taylor & francis

Articles Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender Service quality, customer satisfaction and loyalty gender-CONSUMER Osman M. Karatepe Pages 278-300 | Received 23 Sep 2010, Accepted 24 Jan 2011, Published online: 09 Jun 2011 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. summary The purpose of this - to analyze customer satisfaction as mediators, which affected service environment, the quality of the interaction, empathy and loyalty. The article examines the gender impact of the relationship between service quality and customer satisfaction. The results were obtained through interviewing Northern Cyprus bank customers. The author has adopted the multi regression analysis. The results showed that there is a correlation between these elements, ie both the service environment, the quality of interaction, empathy, loyalty and customer satisfaction as well as the distribution of the relevant factors and their dependence on sex. Keywords: customer loyalty, customer satisfaction, gender, Northern Cyprus, retail banks, service quality Classification JEL: the M3 , M31 Keywords: customer loyalty , customer satisfaction , sex , Northern Cyprus , banks , service quality