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

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: November 9, 2012

Abstract

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.

Suggested Citation

Thusyanthy, Vadivelu and Senthilnathan, Samithambe and Senthilnathan, Samithambe, Customer Satisfaction in Terms of Physical Evidence and Employee Interaction (November 9, 2012). The IUP Journal of Marketing Management, Vol. XI, No. 3, August 2012, pp. 7-24, Available at SSRN: https://ssrn.com/abstract=2173112

Vadivelu Thusyanthy (Contact Author)

Vavuniya Camps of the University of Jaffna ( email )

Pambaimadhu
Vavuniya
Vavuniya, Northern 43000
Sri Lanka

Samithambe Senthilnathan

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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