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

Johra Fatima; Mohammed Razzaque

doi:10.1007/978-3-319-10873-5_70

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

Johra Fatima, Mohammed Razzaque

Research output: A Conference proceeding or a Chapter in Book › Conference contribution › peer-review

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 language	English
Title of host publication	Academy of Marketing Science Annual Conference
Place of Publication	USA
Publisher	AMS
Pages	139-141
Number of pages	3
DOIs	https://doi.org/10.1007/978-3-319-10873-5_70
Publication status	Published - 2011
Externally published	Yes
Event	Academy of Marketing Science (AMS) Annual Conference: AMS 40th Anniversary Conference - The Sustainable Marketplace - The Biltmore Hotel, Florida, United States Duration: 24 May 2011 → 27 May 2011

Conference

Conference	Academy of Marketing Science (AMS) Annual Conference
Country/Territory	United States
City	Florida
Period	24/05/11 → 27/05/11

Access to Document

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

Cite this

@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",

note = "Academy of Marketing Science (AMS) Annual Conference : AMS 40th Anniversary Conference - The Sustainable Marketplace ; Conference date: 24-05-2011 Through 27-05-2011",

}

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

T2 - Academy of Marketing Science (AMS) Annual Conference

Y2 - 24 May 2011 through 27 May 2011

ER -

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

Abstract

Conference

Access to Document

Other files and links

Fingerprint

Cite this