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 BookConference contribution

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 languageEnglish
Title of host publicationAustralia and New Zealand Marketing Academy Conference (ANZMAC) 2010
EditorsPaul Ballantine, Jörg Finsterwalder
PublisherAustralian and New Zealand Marketing Academy
Pages1-9
Number of pages9
ISBN (Print)9780473178208
Publication statusPublished - 2010
Externally publishedYes
EventAustralian and New Zealand Marketing Academy (ANZMAC) Conference 2010 - Doing More with Less - Christchurch, New Zealand
Duration: 29 Nov 20101 Dec 2010

Conference

ConferenceAustralian and New Zealand Marketing Academy (ANZMAC) Conference 2010 - Doing More with Less
CountryNew Zealand
CityChristchurch
Period29/11/101/12/10

Fingerprint

Quality of service
Customer involvement
Banking services
Bangladesh
Banking
Interaction
Bank management
Employees

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

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 BookConference contribution

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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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Fatima J, Razzaque M. Understanding the role of service quality, customer involvement and rapport on overall satisfaction in Bangladesh banking service. In Ballantine P, Finsterwalder J, editors, Australia and New Zealand Marketing Academy Conference (ANZMAC) 2010. Australian and New Zealand Marketing Academy. 2010. p. 1-9