The study aims to extend satisfaction research by investigating potential gender and age effects on perceptions of satisfaction in a public service environment.
Using the SERVPERF instrument, responses from a sample of 425 citizen‐customers are examined using factor analysis, reliability analysis, and t‐test to determine whether gender and age differences are present.
Results illustrate that gender and age significantly affect satisfaction, in line with hypotheses. Specifically, the data show that male and older individuals tend to evaluate differently and to rate higher the level of experienced satisfaction, compared with female and younger citizen‐customers.
This research focused on only one service sector, that of public services. As with any other study utilizing one service setting, this investigation should be replicated to provide validation across other servicescapes and/or national contexts.
The paper offers insights into gender and age effects on evaluations of service satisfaction in public organizations.
