Customer Satisfaction in Terms of Physical Evidence and Employee Interaction
The IUP Journal of Marketing Management, Vol. XI, No. 3, August 2012, pp. 7-24
Posted: 10 Nov 2012
Date Written: November 9, 2012
The study makes an attempt to compare and explore the level of customer satisfaction in terms of physical evidence and employee interaction between Earlier Established Banks (EEB) (before 2008) and Newly Established Banks (NEB) (after 2008) in the northern region of Batticaloa, Sri Lanka. The results indicate that all the banks have the attribute of high level customer satisfaction with the bank service provided in terms of physical evidence and employee interaction. Further analysis confirms that there is a difference in the service being provided and the layout of physical evidence between EEB and NEB in creating customer satisfaction.
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