Understanding Customer

Employee Relationship and Customer Satisfaction: A Proposed Study of Private Commercial Banks in Bangladesh

Johra Fatima, Mohammed Razzaque

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

Abstract

In recent times, there has been a rapid increase in the number of private sector commercial banks in Bangladesh. But despite general economic growth and increased amount of saving, there was no concomitant growth in the number of depositors. Banks have taken steps to attract customers and satisfy them by adopting a service orientation with a focus on developing customer-employee relationship. This paper proposes a framework to study and understand the association between customer-employee relationship and customer satisfaction
and develops a number of hypotheses.
Original languageEnglish
Title of host publicationAustralia and New Zealand Marketing Academy Conference (ANZMAC) 2008
EditorsDaniela Spanjaard, Sara Denize, Neeru Sharma
PublisherAustralian and New Zealand Marketing Academy
Pages1-8
Number of pages8
ISBN (Print)1863081437
Publication statusPublished - 2008
Externally publishedYes
EventAustralia New Zealand Marketing Academy (ANZMAC) Conference - Sydney, Australia
Duration: 1 Dec 20083 Dec 2008

Conference

ConferenceAustralia New Zealand Marketing Academy (ANZMAC) Conference
CountryAustralia
CitySydney
Period1/12/083/12/08

Fingerprint

Customer satisfaction
Employees
Relationship satisfaction
Commercial banks
Bangladesh
Service orientation
Economic growth
Private sector

Cite this

Fatima, J., & Razzaque, M. (2008). Understanding Customer: Employee Relationship and Customer Satisfaction: A Proposed Study of Private Commercial Banks in Bangladesh. In D. Spanjaard, S. Denize, & N. Sharma (Eds.), Australia and New Zealand Marketing Academy Conference (ANZMAC) 2008 (pp. 1-8). Australian and New Zealand Marketing Academy.
Fatima, Johra ; Razzaque, Mohammed. / Understanding Customer : Employee Relationship and Customer Satisfaction: A Proposed Study of Private Commercial Banks in Bangladesh. Australia and New Zealand Marketing Academy Conference (ANZMAC) 2008. editor / Daniela Spanjaard ; Sara Denize ; Neeru Sharma. Australian and New Zealand Marketing Academy, 2008. pp. 1-8
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Fatima, J & Razzaque, M 2008, Understanding Customer: Employee Relationship and Customer Satisfaction: A Proposed Study of Private Commercial Banks in Bangladesh. in D Spanjaard, S Denize & N Sharma (eds), Australia and New Zealand Marketing Academy Conference (ANZMAC) 2008. Australian and New Zealand Marketing Academy, pp. 1-8, Australia New Zealand Marketing Academy (ANZMAC) Conference, Sydney, Australia, 1/12/08.

Understanding Customer : Employee Relationship and Customer Satisfaction: A Proposed Study of Private Commercial Banks in Bangladesh. / Fatima, Johra; Razzaque, Mohammed.

Australia and New Zealand Marketing Academy Conference (ANZMAC) 2008. ed. / Daniela Spanjaard; Sara Denize; Neeru Sharma. Australian and New Zealand Marketing Academy, 2008. p. 1-8.

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

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Fatima J, Razzaque M. Understanding Customer: Employee Relationship and Customer Satisfaction: A Proposed Study of Private Commercial Banks in Bangladesh. In Spanjaard D, Denize S, Sharma N, editors, Australia and New Zealand Marketing Academy Conference (ANZMAC) 2008. Australian and New Zealand Marketing Academy. 2008. p. 1-8