3Ps influencing Customer Satisfaction in  Retail Banking: An empirical study

Dr. Riyaz Ahmad Rainayee; Rouf Ahmad Mir; Arfat Ahmad

Volume : II, Issue : V, May - 2013

3Ps influencing Customer Satisfaction in Retail Banking: An empirical study

Dr. Riyaz Ahmad Rainayee, Rouf Ahmad Mir, Arfat Ahmad

Abstract :

Business success is the ultimate result of the customer satisfaction. Customer satisfaction is the outcome of various catalysts. Understanding the impact of these catalysts on customer satisfaction is critical in service sector, because the intangibility of services leads customers� satisfaction. In this study manageable number of customer satisfaction antecedents were identified – people, process, and physical evidence, labeled as 3P�s of customer satisfaction. The results reveal that people, and physical evidence have a significant impact on Customer Satisfaction in retail banking sector.