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Customer Satisfaction in Terms of Physical Evidence and Employee InteractionVadivelu ThusyanthyEastern University, Sri Lanka Samithamby SenthilnathanEastern University, Sri Lanka October 1, 2011 The IUP Journal of Marketing Management, XI (3), 2012, pp. 7-24. Abstract: The study attempt to explore the level of customer satisfaction in terms of physical evidence and employee interaction in comparison between earlier established banks (before the year 2008) and newly established banks (after 2008) in the northern region of Batticaloa, Sri Lanka. Results indicate that all banks have high level attributes of customers for satisfaction with the bank service provided in terms of physical evidence and employee interaction. Further analysis confirms that there is a difference in service as being provided and the layout of physical evidence between earlier established banks (EEB) and newly established banks (NEB) in creating customer satisfaction.
Number of Pages in PDF File: 22 Keywords: customer satisfaction, physical evidence, employee interaction, marketing mix JEL Classification: M30, M31, M37, M39 Accepted Paper SeriesDate posted: October 6, 2011 ; Last revised: October 19, 2012Suggested Citation |
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