Authors : Christina Vanathas, Manimekalai Jambulingama and Jayasutha Matiah
Abstract: The aim of the study is to investigate the relationship between non-verbal communication and customer satisfaction in the banking industry. Recent researches show that non-verbal communication plays a vital role in communication especially in the banking industry. Therefore, this study intends to explore the relationship between non-verbal communication cues and customer satisfaction. A total of 150 banking customers participated in this study. The study revealed that non-verbal communication such as facial expressions and head movement significantly influences customer satisfaction.
Christina Vanathas, Manimekalai Jambulingama and Jayasutha Matiah, 2016. Non-Verbal Communication and Satisfaction on the Banking Industry. International Business Management, 10: 324-328.