SERVICE QUALITY, CUSTOMER SATISFACTION, AND INTENTION TO LEAVE: A CASE STUDY OF PHONEPE MOBILE BANKING APPLICATION

Abstract

This research investigates the gender-based differences in perceptions of service quality, customer satisfaction, and intention to switch services across various sectors. Using statistical tools such as t-tests and ANOVA, the study analyzes responses from 385 participants representing diverse occupations, including employees, self-employed individuals, farmers, students, and homemakers. The findings reveal significant differences in perceptions based on privacy, reliability, appearance, and safety, with gender playing a pivotal role in shaping customer expectations. The study also examines the impact of occupation on service quality perception, highlighting the unique needs of various professional groups. The analysis suggests areas for improvement in service offerings and recommends strategies to enhance customer satisfaction, retention, and personalization. This research contributes to the growing body of knowledge on customer behavior, providing valuable insights for businesses seeking to tailor their services to meet diverse demographic needs.