Understanding the role of service quality, customer involvement and rapport on overall satisfaction in Bangladesh banking service

Johra Fatima; Mohammed Razzaque

Understanding the role of service quality, customer involvement and rapport on overall satisfaction in Bangladesh banking service

Johra Fatima, Mohammed Razzaque

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

Abstract

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.

Original language	English
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
Pages	1-9
Number of pages	9
ISBN (Print)	9780473178208
Publication status	Published - 2010
Externally published	Yes
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

Conference	Australian and New Zealand Marketing Academy (ANZMAC) Conference 2010 - Doing More with Less
Country/Territory	New Zealand
City	Christchurch
Period	29/11/10 → 1/12/10

Access to Document

https://webarchive.nla.gov.au/wayback/20110307005421/http://pandora.nla.gov.au/pan/25410/20110307-1059/anzmac2010.org/proceedings/pdf/anzmac10Final00356.pdf

Cite this

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. https://webarchive.nla.gov.au/wayback/20110307005421/http://pandora.nla.gov.au/pan/25410/20110307-1059/anzmac2010.org/proceedings/pdf/anzmac10Final00356.pdf

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title = "Understanding the role of service quality, customer involvement and rapport on overall satisfaction in Bangladesh banking service",

abstract = "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. ",

author = "Johra Fatima and Mohammed Razzaque",

year = "2010",

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editor = "Paul Ballantine and J{\"o}rg Finsterwalder",

booktitle = "Australia and New Zealand Marketing Academy Conference (ANZMAC) 2010",

publisher = "Australian and New Zealand Marketing Academy",

note = "Australian and New Zealand Marketing Academy (ANZMAC) Conference 2010 - Doing More with Less ; Conference date: 29-11-2010 Through 01-12-2010",

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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. Australian and New Zealand Marketing Academy, pp. 1-9, Australian and New Zealand Marketing Academy (ANZMAC) Conference 2010 - Doing More with Less, Christchurch, New Zealand, 29/11/10. <https://webarchive.nla.gov.au/wayback/20110307005421/http://pandora.nla.gov.au/pan/25410/20110307-1059/anzmac2010.org/proceedings/pdf/anzmac10Final00356.pdf>

Understanding the role of service quality, customer involvement and rapport on overall satisfaction in Bangladesh banking service. / Fatima, Johra; Razzaque, Mohammed.
Australia and New Zealand Marketing Academy Conference (ANZMAC) 2010. ed. / Paul Ballantine; Jörg Finsterwalder. Australian and New Zealand Marketing Academy, 2010. p. 1-9.

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

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AU - Fatima, Johra

AU - Razzaque, Mohammed

PY - 2010

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N2 - 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.

AB - 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.

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M3 - Conference contribution

SN - 9780473178208

SP - 1

EP - 9

BT - Australia and New Zealand Marketing Academy Conference (ANZMAC) 2010

A2 - Ballantine, Paul

A2 - Finsterwalder, Jörg

PB - Australian and New Zealand Marketing Academy

T2 - Australian and New Zealand Marketing Academy (ANZMAC) Conference 2010 - Doing More with Less

Y2 - 29 November 2010 through 1 December 2010

ER -

Understanding the role of service quality, customer involvement and rapport on overall satisfaction in Bangladesh banking service

Abstract

Conference

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