Customer Satisfaction in Terms of Physical Evidence and Employee Interaction

The IUP Journal of Marketing Management, XI (3), 2012, pp. 7-24.

22 Pages Posted: 6 Oct 2011 Last revised: 19 Oct 2012

See all articles by Vadivelu Thusyanthy

Vadivelu Thusyanthy

Vavuniya Camps of the University of Jaffna

Samithamby Senthilnathan

International Training Institute; International Training Institute

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Date Written: October 1, 2011

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.

Keywords: customer satisfaction, physical evidence, employee interaction, marketing mix

JEL Classification: M30, M31, M37, M39

Suggested Citation

Thusyanthy, Vadivelu and Senthilnathan, Samithambe and Senthilnathan, Samithambe, Customer Satisfaction in Terms of Physical Evidence and Employee Interaction (October 1, 2011). The IUP Journal of Marketing Management, XI (3), 2012, pp. 7-24., Available at SSRN: https://ssrn.com/abstract=1939601 or http://dx.doi.org/10.2139/ssrn.1939601

Vadivelu Thusyanthy

Vavuniya Camps of the University of Jaffna ( email )

Pambaimadhu
Vavuniya
Vavuniya, Northern 43000
Sri Lanka

Samithambe Senthilnathan (Contact Author)

International Training Institute ( email )

PO Box 6322
Scratchley Road, Badili
Port Moresby, National Capital District
Papua New Guinea

International Training Institute ( email )

PO Box 6322
Scratchley Road, Badili
Port Moresby, National Capital District
Papua New Guinea

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