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

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