Service Quality, Customers’ Satisfaction and the Moderating Effects of Gender: A Study of Arabic Restaurants

Omar, Muhamad Saufiyudin; Ariffin, Hashim Fadzil; Ahmad, Rozila

doi:10.1016/j.sbspro.2016.05.393

Cited by 83 publications

(94 citation statements)

References 41 publications

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“…The study discloses the fact that different antecedents of service quality like reliability, responsiveness, assurance, tangibility and technology have a direct and significant influence on overall satisfaction of the customers. This study, in line with previous studies [26], helps to understand the disparity in the level of perception among the customers across demographic profiles. The results obtained help in identifying significant changes in demographic variables which affect the service quality perception of the customers.…”

Section: Discussionsupporting

confidence: 87%

“…Results of the study indicated that gender has a significant effect on the relationship between service quality and customer satisfaction. Additionally, the study also states that the managers of restaurants should focus more on responsiveness to enhance the satisfaction level of the customers [26]. A study on banking sector in Malaysia examined the impact of E-Service Quality and E-Satisfaction on the E-Loyalty of the customers.…”

Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

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Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

Paposa¹,

Ukinkar²,

Paposa³

2019

IJITEE

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There is a strong growth potential in the India’s Life Insurance Industry. The annual growth of the industry is estimated at 12 to 15 percent for the upcoming years. This study investigates the impact that service quality has on customer satisfaction in India’s Life Insurance Industry. Moreover, the study attempts to identify the variation in perception of service quality among respondents in relation to demographic profiles. The study also postulates the best approach to evaluate the quality of services in the life insurance industry through an indepth review of literature on the various model pertaining to the current times to measure service quality. The sample consist of policy holders who receive services from life insurance companies in Durg region, Chhattisgarh. The study employs the various attributes as stated in the SERVPERF model like tangibility, reliability, assurance/safety, empathy, responsiveness along with an additional component of technology to evaluate the perception of policy holders in relation to service quality. Results of the study confirms that quality of services has a significant impact on satisfaction of the customer in life insurance industry. Age and occupation are the two most important demographic variable, which have significant effect on the overall service quality perception. From a managerial perspective, the research work gives a better understanding of how customers assess the service quality and the parameters which the service providers need to take care of while delivering services.

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Section: Discussionsupporting

confidence: 87%

Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

Paposa¹,

Ukinkar²,

Paposa³

2019

IJITEE

View full text Add to dashboard Cite

show abstract

“…Customers satisfaction is largely dependent on service quality [12]. Omar et al [13] conducted research on service quality, customer satisfaction and the moderating role of gender in the context of Arabic restaurant in Malaysia which shows positive correlation amongst them. The researchers have identified a strong relationship between service quality and customer satisfaction [14].…”

Section: Introductionmentioning

confidence: 99%

How Determinants of Customer Satisfaction are Affecting the Brand Image and Behavioral Intention in Fast Food Industry of Pakistan?

Rana¹,

Lodhi²,

Butt³

et al. 2017

J Tourism Hospit

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“…Iz preučevanih (RATER) dimenzij izhaja, da se le-te večinoma nanašajo na dejavnike kakovosti osebja. -Kljub temu, da v naši raziskavi nismo dokazali (potrdili) pomena demografskih spremenljivk z vidika vrednotenja (zaznave) kakovosti, izsledki tuje raziskave (Omar, Ariffin in Ahmad, 2016) potrjujejo vpliv spola na zaznavo kakovosti in zadovoljstvo gostov. Raziskava je bila izvedena v specifičnem okolju (arabske restavracije v Maleziji).…”

Section: Povzetek Ključnih Ugotovitev Empirične Raziskaveunclassified

Management kakovosti v prehrambenem turizmu: Zagotavljanje kakovosti ponudbe in lojalnosti gostov

Kukanja¹

2017

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Service Quality, Customers’ Satisfaction and the Moderating Effects of Gender: A Study of Arabic Restaurants

Cited by 83 publications

References 41 publications

Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

How Determinants of Customer Satisfaction are Affecting the Brand Image and Behavioral Intention in Fast Food Industry of Pakistan?

Management kakovosti v prehrambenem turizmu: Zagotavljanje kakovosti ponudbe in lojalnosti gostov

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