(Pontificia Universidad Católica del Perú, 2020-05-28) Saavedra Ivancovich, Nevenka María; Guevara Moncada, Rubén
The objective of this research was to find out if gender acts as a moderating role in the
relationship between the perception of quality and the satisfaction of the service provided to
Millennials as clients of banking sector. It also aimed to identify the most important attributes
of service quality that can be used to assess the characteristics of the quality of banking
service according to customer perception. A correlational research with a quantitative
approach was designed, where the population corresponded to people who were born
between 1980 and 1999 in the cities of Lima, Arequipa, Trujillo, Chiclayo, and Piura, and
who are clients of the four most important banks in Peru ( i.e., BCP; BBVA, Interbank, and
Scotiabank) and that have had at least one financial product for a period of not less than two
years. The sample used, from 480 clients, was selected at random. The instrument used was
SERVQUAL questionnaire (Parasuraman et al., 1985). The results were analyzed using SPSS
software and hypothesis testing were applied. Thus, it was concluded that there is a direct and
positive relationship between each of the dimensions of perceived quality and the level of
satisfaction with the service that banks provide to Millennials. Furthermore, it was concluded
that gender does not have a moderating role in expectations, in perceived quality, or in
satisfaction with the perceived quality of service.
