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Demographic differences in the perceptions of service quality: The case of the Jordanian banks
conference contributionposted on 14.08.2018, 00:00 by Akram Al-JazzaziAkram Al-Jazzazi, Parves SultanParves Sultan
This study seeks to determine the demographic differences in the perceptions of service quality in the Jordanian banking sector. Survey data were collected from Jordanian banking consumers, and ANOVAs were conducted using Tukey HSD post hoc tests to determine demographic subgroup differences in bank service quality perceptions across gender, age, occupation, income, education, and religion. Results revealed significant differences in various aspects of perceptions of banking service quality for all demographic variables. In the context of the Jordanian banking, the findings of this study could contribute in segmenting Jordanian banking consumers.