Journal
JOURNAL OF BUSINESS ECONOMICS AND MANAGEMENT
Volume 12, Issue 2, Pages 278-300Publisher
VILNIUS GEDIMINAS TECH UNIV
DOI: 10.3846/16111699.2011.573308
Keywords
customer loyalty; customer satisfaction; gender; Northern Cyprus; retail banks; service quality
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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.
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