Overall Customer Satisfaction: A Case Study of the Bangladesh Banking Sector

Johra Fatima, Mohammed Razzaque

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

Abstract

This study investigates the influence of customer involvement and service quality on rapport in the context of retail banking in Bangladesh. The results show that rapport can be an outcome of service quality and customer involvement, and a mediator of those constructs and overall satisfaction rather than an antecedent.
Original languageEnglish
Title of host publicationAcademy of Marketing Science Annual Conference
Place of PublicationUSA
PublisherAMS
Pages139-141
Number of pages3
DOIs
Publication statusPublished - 2011
Externally publishedYes
EventAcademy of Marketing Science (AMS) Annual Conference: AMS 40th Anniversary Conference - The Sustainable Marketplace - The Biltmore Hotel, Florida, United States
Duration: 24 May 201127 May 2011

Conference

ConferenceAcademy of Marketing Science (AMS) Annual Conference
CountryUnited States
CityFlorida
Period24/05/1127/05/11

Fingerprint

Banking sector
Customer satisfaction
Customer involvement
Bangladesh
Mediator
Quality of service
Service quality
Customer service
Retail banking

Cite this

Fatima, J., & Razzaque, M. (2011). Overall Customer Satisfaction: A Case Study of the Bangladesh Banking Sector. In Academy of Marketing Science Annual Conference (pp. 139-141). USA: AMS. https://doi.org/10.1007/978-3-319-10873-5_70
Fatima, Johra ; Razzaque, Mohammed. / Overall Customer Satisfaction: A Case Study of the Bangladesh Banking Sector. Academy of Marketing Science Annual Conference. USA : AMS, 2011. pp. 139-141
@inproceedings{2ad79d3f5e40427fa159c5be343c6b46,
title = "Overall Customer Satisfaction: A Case Study of the Bangladesh Banking Sector",
abstract = "This study investigates the influence of customer involvement and service quality on rapport in the context of retail banking in Bangladesh. The results show that rapport can be an outcome of service quality and customer involvement, and a mediator of those constructs and overall satisfaction rather than an antecedent.",
keywords = "Service Quality, Customer Satisfaction, Bank Market, Front Line Employee, Retail Banking",
author = "Johra Fatima and Mohammed Razzaque",
year = "2011",
doi = "10.1007/978-3-319-10873-5_70",
language = "English",
pages = "139--141",
booktitle = "Academy of Marketing Science Annual Conference",
publisher = "AMS",

}

Fatima, J & Razzaque, M 2011, Overall Customer Satisfaction: A Case Study of the Bangladesh Banking Sector. in Academy of Marketing Science Annual Conference. AMS, USA, pp. 139-141, Academy of Marketing Science (AMS) Annual Conference, Florida, United States, 24/05/11. https://doi.org/10.1007/978-3-319-10873-5_70

Overall Customer Satisfaction: A Case Study of the Bangladesh Banking Sector. / Fatima, Johra; Razzaque, Mohammed.

Academy of Marketing Science Annual Conference. USA : AMS, 2011. p. 139-141.

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

TY - GEN

T1 - Overall Customer Satisfaction: A Case Study of the Bangladesh Banking Sector

AU - Fatima, Johra

AU - Razzaque, Mohammed

PY - 2011

Y1 - 2011

N2 - This study investigates the influence of customer involvement and service quality on rapport in the context of retail banking in Bangladesh. The results show that rapport can be an outcome of service quality and customer involvement, and a mediator of those constructs and overall satisfaction rather than an antecedent.

AB - This study investigates the influence of customer involvement and service quality on rapport in the context of retail banking in Bangladesh. The results show that rapport can be an outcome of service quality and customer involvement, and a mediator of those constructs and overall satisfaction rather than an antecedent.

KW - Service Quality

KW - Customer Satisfaction

KW - Bank Market

KW - Front Line Employee

KW - Retail Banking

UR - https://www.researchgate.net/publication/312809681_Overall_Customer_Satisfaction_A_Case_Study_of_the_Bangladesh_Banking_Sector

U2 - 10.1007/978-3-319-10873-5_70

DO - 10.1007/978-3-319-10873-5_70

M3 - Conference contribution

SP - 139

EP - 141

BT - Academy of Marketing Science Annual Conference

PB - AMS

CY - USA

ER -

Fatima J, Razzaque M. Overall Customer Satisfaction: A Case Study of the Bangladesh Banking Sector. In Academy of Marketing Science Annual Conference. USA: AMS. 2011. p. 139-141 https://doi.org/10.1007/978-3-319-10873-5_70