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

Johra Fatima, Mohammed Razzaque

Research output: A Conference proceeding or a Chapter in BookConference contribution

Abstract

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.
Original languageEnglish
Title of host publicationAustralia and New Zealand Marketing Academy Conference (ANZMAC) 2009
Place of PublicationAustralia
PublisherAustralian and New Zealand Marketing Academy
Pages1-10
Number of pages10
ISBN (Print)1863081607
Publication statusPublished - 2009
Externally publishedYes
EventAustralia and New Zealand Marketing Academy Conference (ANZMAC) 2009 - Monash University, Melbourne, Australia
Duration: 30 Nov 20092 Dec 2009
http://anzmac2009.org/

Conference

ConferenceAustralia and New Zealand Marketing Academy Conference (ANZMAC) 2009
Abbreviated titleANZMAC 2009
CountryAustralia
CityMelbourne
Period30/11/092/12/09
Internet address

Fingerprint

Interaction
Banking sector
Customer satisfaction
Employees
Bangladesh
Customer knowledge
Customer trust
Regression analysis
Theoretical framework
Customer involvement
Service quality
Commercial banks
Managers

Cite this

Fatima, J., & Razzaque, M. (2009). A proposed model of customer-employee interactions leading to overall customer satisfaction in the banking sector of Bangladesh. In Australia and New Zealand Marketing Academy Conference (ANZMAC) 2009 (pp. 1-10). Australia: Australian and New Zealand Marketing Academy.
Fatima, Johra ; Razzaque, Mohammed. / A proposed model of customer-employee interactions leading to overall customer satisfaction in the banking sector of Bangladesh. Australia and New Zealand Marketing Academy Conference (ANZMAC) 2009. Australia : Australian and New Zealand Marketing Academy, 2009. pp. 1-10
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Fatima, J & Razzaque, M 2009, A proposed model of customer-employee interactions leading to overall customer satisfaction in the banking sector of Bangladesh. in Australia and New Zealand Marketing Academy Conference (ANZMAC) 2009. Australian and New Zealand Marketing Academy, Australia, pp. 1-10, Australia and New Zealand Marketing Academy Conference (ANZMAC) 2009, Melbourne, Australia, 30/11/09.

A proposed model of customer-employee interactions leading to overall customer satisfaction in the banking sector of Bangladesh. / Fatima, Johra; Razzaque, Mohammed.

Australia and New Zealand Marketing Academy Conference (ANZMAC) 2009. Australia : Australian and New Zealand Marketing Academy, 2009. p. 1-10.

Research output: A Conference proceeding or a Chapter in BookConference contribution

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Fatima J, Razzaque M. A proposed model of customer-employee interactions leading to overall customer satisfaction in the banking sector of Bangladesh. In Australia and New Zealand Marketing Academy Conference (ANZMAC) 2009. Australia: Australian and New Zealand Marketing Academy. 2009. p. 1-10