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

Johra Fatima; Mohammed Razzaque

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 Book › Conference contribution › peer-review

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 language	English
Title of host publication	Australia and New Zealand Marketing Academy Conference (ANZMAC) 2008
Editors	Daniela Spanjaard, Sara Denize, Neeru Sharma
Publisher	Australian and New Zealand Marketing Academy
Pages	1-8
Number of pages	8
ISBN (Print)	1863081437
Publication status	Published - 2008
Externally published	Yes
Event	Australia New Zealand Marketing Academy (ANZMAC) Conference - Sydney, Australia Duration: 1 Dec 2008 → 3 Dec 2008

Conference

Conference	Australia New Zealand Marketing Academy (ANZMAC) Conference
Country/Territory	Australia
City	Sydney
Period	1/12/08 → 3/12/08

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 8 Decent Work and Economic Growth

Access to Document

https://webarchive.nla.gov.au/wayback/20101005203808/http://pandora.nla.gov.au/pan/25410/20101006-0008/www.anzmac2008.org/_Proceedings/PDF/S15_/Fatima%20%26%20Razzaque%20S9%20S4%20P3%20.pdf

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. https://webarchive.nla.gov.au/wayback/20101005203808/http://pandora.nla.gov.au/pan/25410/20101006-0008/www.anzmac2008.org/_Proceedings/PDF/S15_/Fatima%20%26%20Razzaque%20S9%20S4%20P3%20.pdf

@inproceedings{21c371fef1d9443288df92f89d69edf3,

title = "Understanding Customer: Employee Relationship and Customer Satisfaction: A Proposed Study of Private Commercial Banks in Bangladesh",

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.",

author = "Johra Fatima and Mohammed Razzaque",

year = "2008",

language = "English",

isbn = "1863081437",

pages = "1--8",

editor = "Daniela Spanjaard and Sara Denize and Neeru Sharma",

booktitle = "Australia and New Zealand Marketing Academy Conference (ANZMAC) 2008",

publisher = "Australian and New Zealand Marketing Academy",

note = "Australia New Zealand Marketing Academy (ANZMAC) Conference ; Conference date: 01-12-2008 Through 03-12-2008",

}

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. <https://webarchive.nla.gov.au/wayback/20101005203808/http://pandora.nla.gov.au/pan/25410/20101006-0008/www.anzmac2008.org/_Proceedings/PDF/S15_/Fatima%20%26%20Razzaque%20S9%20S4%20P3%20.pdf>

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 Book › Conference contribution › peer-review

TY - GEN

T1 - Understanding Customer

T2 - Australia New Zealand Marketing Academy (ANZMAC) Conference

AU - Fatima, Johra

AU - Razzaque, Mohammed

PY - 2008

Y1 - 2008

N2 - 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.

AB - 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.

M3 - Conference contribution

SN - 1863081437

SP - 1

EP - 8

BT - Australia and New Zealand Marketing Academy Conference (ANZMAC) 2008

A2 - Spanjaard, Daniela

A2 - Denize, Sara

A2 - Sharma, Neeru

PB - Australian and New Zealand Marketing Academy

Y2 - 1 December 2008 through 3 December 2008

ER -

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

Abstract

Conference

UN SDGs

Access to Document

Fingerprint

Cite this