Service marketing mix focuses on the needs of the customers in the banking sector. Service marketing mix is as a tool for achieving the customer-orientation in practice. Service marketing mix such as product, price, place, promotion, people, process and physical evidence are instrumental in satisfying the needs of customers (Kotler, 2003 place, promotion, price, people, process & physical evidence and customer satisfaction are 0.707, 0.605, 0.685, 0.665, 0.684, 0.504 and 0.670
In today's globalised business World, business firms toil hard for to respond to business competition. Responding to business competition needs to know factors determining competition or rivalry. This study tries to determine factors affecting the competitive rivalry and to know the This study tries to determine factors affecting the competitive rivalry and to know the relationship among factors affecting competitive rivalry and competitive rivalry. Researcher selected 127 rice shop owners using a convenient sampling technique. Results showed that values of Cronbach alpha, items of factors are higher than 0.6. Values of KMO for items are higher than 0.5. It is concluded that values of R, R square and adjusted R square that are greater than 0.953, 0.908 and 0.905 respectively showing that there is a high strength of association between among identified factors such as threats of new entry, power of suppliers, threats of substitutes, power of buyer and competitive rivalry of rice shop owners. F statistics confirm that all factors are related with competitive rivalry. But, T test confirm that all factors except threats of new entry are with competitive rivalry.
Studies have also found that different studies have found different factors for customer satisfaction. But, these studies were carried out in different organsational settings such as service industries. This study is conducted in two selected bank branches of Bank of Ceylon in Batticaloa District. This study attempts to know about factors and factor rankings for customer satisfaction. Sample size considered in this study is 100 customers. These customers were contacted during the banking hours while they finish their banking activities without disturbing them and banking business. Results of the reliability revealed that items are higher reliable (0.700). Since value of Kaiser-Meyer-Olkin is 0.519 which reveals a satisfactory value. Bartlett's Test of Sphericity which is measured by approximate chi square. Value of significant approximate chi-square is 1637.840 with 231 degrees of freedom. Initial and extracted communalities for factors are 1 and greater than 0.6. Total eigenvalues that are greater than 1 is selected. There are 8 factor components that explain around 81% of variation towards customer satisfaction. It is concluded that, on the basis of the factor score, factors can be ranked.
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