A proposed model of customer-employee interactions leading to overall customer satisfaction in the banking sector of Bangladesh

The purpose of this study is to reveal the antecedent role of key relational constructs such as service quality, commitment, customer involvement and trust on customers-employee relationship and also to find out the co-relationship of the later one with overall satisfaction of the customers of private commercial banks in Bangladesh. A theoretical framework has been developed to prove empirically with an application of Regression analysis. The expected contribution of this study for academician is that they will be able to gain knowledge about customer-employee interactions in a specific developing country’s context. Bank managers also hope to receive a clear indication of the motivations of customers’ interactions with bank and the level of their overall satisfaction corresponding to it.