Service Performance in Public, Conventional Private and Specialized Private Banks in Bangladesh

Research output: Contribution to journalArticle

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Abstract

Banking services play a key role in present competitive environment. Accordingly, service quality, satisfaction and performance have become an area of interest in such research field. An extensive review of the extant literature revealed that very limited explored/uncovered the borrower customers’ perception of the conventional public, private and specialised private (Islamic) banking. Therefore, this research strives to integrate a developing country perspective where conventional and non-conventional Islamic banks are operating and providing services to their customers. Data have been collected from 78 borrower customers to examine perceived quality, satisfaction and performances of banks. The study revealed that service performance by the
Islamic and conventional private banks were found well-organized and better than public banks. The study finally addressed the limitations and future research directions.
Original languageEnglish
Pages (from-to)100-111
Number of pages12
JournalAsian Social Science
Volume14
Issue number3
DOIs
Publication statusPublished - 26 Feb 2018

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Bangladesh
bank
customer
banking
performance
field research
developing country
Service performance
Public-private
Conventional
present
Banking
Perceived quality
Developing countries
Islamic financial institutions
Competitive environment
Customer perception
Service quality
Islamic banking
Research directions

Cite this

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title = "Service Performance in Public, Conventional Private and Specialized Private Banks in Bangladesh",
abstract = "Banking services play a key role in present competitive environment. Accordingly, service quality, satisfaction and performance have become an area of interest in such research field. An extensive review of the extant literature revealed that very limited explored/uncovered the borrower customers’ perception of the conventional public, private and specialised private (Islamic) banking. Therefore, this research strives to integrate a developing country perspective where conventional and non-conventional Islamic banks are operating and providing services to their customers. Data have been collected from 78 borrower customers to examine perceived quality, satisfaction and performances of banks. The study revealed that service performance by theIslamic and conventional private banks were found well-organized and better than public banks. The study finally addressed the limitations and future research directions.",
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Service Performance in Public, Conventional Private and Specialized Private Banks in Bangladesh. / SALEH, Abu.

In: Asian Social Science, Vol. 14, No. 3, 26.02.2018, p. 100-111.

Research output: Contribution to journalArticle

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AU - SALEH, Abu

PY - 2018/2/26

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AB - Banking services play a key role in present competitive environment. Accordingly, service quality, satisfaction and performance have become an area of interest in such research field. An extensive review of the extant literature revealed that very limited explored/uncovered the borrower customers’ perception of the conventional public, private and specialised private (Islamic) banking. Therefore, this research strives to integrate a developing country perspective where conventional and non-conventional Islamic banks are operating and providing services to their customers. Data have been collected from 78 borrower customers to examine perceived quality, satisfaction and performances of banks. The study revealed that service performance by theIslamic and conventional private banks were found well-organized and better than public banks. The study finally addressed the limitations and future research directions.

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KW - customer satisfaction

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