Growing competition among Bangladeshi banks makes it imperative for bank management to explore the impact of service quality and customer involvement on satisfaction during face-toface interactions between the front-line bank employees and customers. This paper reports the findings from a survey on bank customers on these issues and tests a number of hypotheses pertaining to them. Research findings will help understand the impact of service quality, customer involvement, and most importantly, the effect of rapport on overall satisfaction in the face-to-face banking, the most conventional banking mode in Bangladesh.
|Title of host publication||Australia and New Zealand Marketing Academy Conference (ANZMAC) 2010|
|Editors||Paul Ballantine, Jörg Finsterwalder|
|Publisher||Australian and New Zealand Marketing Academy|
|Number of pages||9|
|Publication status||Published - 2010|
|Event||Australian and New Zealand Marketing Academy (ANZMAC) Conference 2010 - Doing More with Less - Christchurch, New Zealand|
Duration: 29 Nov 2010 → 1 Dec 2010
|Conference||Australian and New Zealand Marketing Academy (ANZMAC) Conference 2010 - Doing More with Less|
|Period||29/11/10 → 1/12/10|
Fatima, J., & Razzaque, M. (2010). Understanding the role of service quality, customer involvement and rapport on overall satisfaction in Bangladesh banking service. In P. Ballantine, & J. Finsterwalder (Eds.), Australia and New Zealand Marketing Academy Conference (ANZMAC) 2010 (pp. 1-9). Australian and New Zealand Marketing Academy.