Impact of Gender on Customer Satisfaction for Service Quality: A Case Study of Hyper Stores
Author(s): Dr. Shavita Deshwal
Abstract: Satisfaction of customers is an integral part for the success of the business. Customer satisfaction is based on perceived service quality. Service quality is a comparison of expectations with performance. Customer satisfaction is based on perceived service quality. Service quality is a crucial factor for the triumph of the business firm. This study is an attempt to examine the impact of gender on satisfaction level of customers for service quality in hyper stores. All the relevant data has been collected through a sample survey of 70 customers purchasing goods from hyper stores in South West Delhi. Sample was drawn by convenient sampling. Retail Service Quality Scale was used as measurement instrument. It was developed by Dabholkar, Thrope and Rentz (1996). Likert’s five point scale was used to rate all the variables. A survey was conducted to verify the hypothesis and research framework. Statistical techniques such as mean, standard deviation and t- test were used. Major Findings exhibit that there is no significant difference between male and female customers for different variables of service quality in hyper stores.