The Influence of Service Quality on Satisfaction: A Gender Comparison

Safiek Mokhlis


The purpose of this paper was to examine (1) the role of gender in predicting service quality perceptions and (2) the relationship between quality perceptions and satisfaction. The findings of this study were based on the empirical analysis of a sample of 234 respondents. Fifty three percent of the respondents (n = 124) were males while forty seven percent of the respondents were females (n = 110). The result generally support the hypothesis that gender affects service quality perceptions and the relative importance attached to dimensions of service quality. The study also revealed that that tangibles, reliability and responsiveness were critical service quality dimensions for determining satisfaction of both male and female customers.

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Public Administration Research  ISSN 1927-517X  (Print)  ISSN 1927-5188  (Online)  Email:

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