Demographic predictors of service satisfaction in Greek public organizations

Abstract

Purpose

The study aims to extend satisfaction research by investigating potential gender and age effects on perceptions of satisfaction in a public service environment.

Design/methodology/approach

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.

Findings

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.

Research limitations/implications

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.

Originality/value

The paper offers insights into gender and age effects on evaluations of service satisfaction in public organizations.

Citation

Dimitriades, Z.S. and Maroudas, T.S. (2007), "Demographic predictors of service satisfaction in Greek public organizations", Measuring Business Excellence, Vol. 11 No. 2, pp. 32-43. https://doi.org/10.1108/13683040710752724