Skip to main content
Article thumbnail
Location of Repository

Gender effects on customer satisfaction in banking industry a case of commercial banks in Bindura, Zimbabwe.

By Musekiwa Albert, Kosmas Njanike and Paul Mukucha


The establishment of excellent customer satisfaction is paramount to the success of any business in today’s global village. This study aimed to establish gender effects on customer service expectations in commercial banks customers in Bindura. A sample size of 200 commercial banks customers was used. Results showed that female customers gave higher rating on staff and organization that was courteous gave personal attention, accurate information, helpful and had clean facilities while male customers gave higher rating on staff and organization that was professional, was respectful, gave realistic information, and had extended working hours and modern technology. The pearson’s chi-square test, however, showed that gender and service expectations were independent. Key words: customer satisfaction, customer expectations and gender

OAI identifier:

Suggested articles


  1. (1996). Crossing the threshold.
  2. (1994). Customer satisfaction, 044
  3. (1993). Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters.
  4. (2003). hb6167/is 17/ai n29064657/pg3/ Meeham

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.