Impact of customer service expectations based on gender

Marketing and Customer Relationship Management

Customer satisfaction is a critical factor in business success, influenced not only by product quality but also by customer service. This study explores gender-based differences in customer service expectations and perceptions, analysing how men and women react differently to service quality, response time, product options, and communication styles. Through primary data collection via surveys, the research identifies key behavioural tendencies such as men preferring efficiency and directness, while women value flexibility and detailed options. The findings highlight the importance of tailored customer service strategies to enhance satisfaction and brand loyalty while addressing gender biases in service delivery.

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