S.M. Zabed Ahmed, Md. Zahid Hossain Shoeb
Purpose The main aim of this paper is to report on an examination of the service quality of Dhaka University Library (DUL), a premier public university library in Bangladesh, from its users' viewpoint. Design/methodology/approach A survey was conducted among faculty, graduate and undergraduate stude...
Rafikul Islam, Selim Ahmed, Mahbubar Rahman, Ahmed Al Asheq
Purpose The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates th...
Mohammed Belal Uddin
Purpose The purpose of this paper is to investigate the factors influencing the satisfaction of customer and customer loyalty in the fast food restaurant industry. A theoretical model, including hypotheses, has been proposed in this study. Design/methodology/approach Data were assembled using conven...
Syed Saad Andaleeb, Syed Ferhat Anwar
Research on trust is limited in the context of developing countries. Because of its importance in facilitating exchange, this study attempts to assess the determinants of customer trust in salespersons in a developing country. The theoretical model was derived from research conducted in the develope...
Laurel Anderson, Jelena Spanjol, Josephine Go Jefferies, Amy L. Ostrom et al.
Responsibilization, or the shift of functions and risks from providers and producers to consumers, has become an increasingly common policy in service systems and marketplaces (e.g., financial, health, governmental). Because responsibilization is often considered synonymous with consumer agency and ...
Mohammad Ashraf
Purpose The purpose of this paper is to examine the direct and indirect effects of demographic factors on employee compensation, job satisfaction and organizational commitment in private higher educational institutes in Bangladesh. Specifically, how do compensation structure and job satisfaction med...
Abu Saleh, Ali Quazi, Byron Keating, Sanjaya Singh Gaur
Purpose Bank customers’ perceptions of service quality and service image of Islamic banks may differ from those of conventional banks. The purpose of this paper is to examine the differing perceptions of customers of Islamic and conventional banking systems in an emerging market, which has rarely be...
Abu Osman, Ruswiati Surya Saputra
Purpose The purpose of this paper is to investigate the relationship between service quality, program quality, institutional image and student satisfaction in the context of higher education. Additionally, the study attempts to describe the mediating impact of institutional image between service qua...
Mahafuz Mannan, N. M. Shafiul Kabir Chowdhury, Priodorshine Sarker, Riasat Muhammad Amir
Purpose The purpose of this study is to provide an insight into the crucial antecedents of customer satisfaction and revisit intention in the context of dining restaurants in a holistic approach, taking Bangladesh as a unit of analysis. Design/methodology/approach The research design was cross-secti...
Md. Kamrul Hasan, Shamsul Kamariah Abdullah, Tek Yew Lew, Md. Faridul Islam
Purpose The purpose of this paper is to investigate and develop an integrated theoretical relationship by including destination image and attitudes into the quality-value-satisfaction-loyalty paradigm in the context of beach tourism. Design/methodology/approach A personal-administered survey was con...
Md. Al Amin, Abureza M. Muzareba, Imtiaz Uddin Chowdhury, Mubina Khondkar
This research examined the determinants of e-satisfaction, continuance intention, and e-loyalty regarding the use of mobile payment applications (MPAs). It developed and validated the electronic technology continuance model (e-TCM) integrating a psychological factor (perceived threats), e-satisfacti...
Md Afnan Hossain, Shahriar Akter, Venkata Yanamandram
Customer analytics is one of the most dominant strategic weapons in today's competitive retail environment. In spite of its strategic importance, there is scant attention to investigating customer analytics capabilities in the retail context. Drawing on a systematic literature review and thematic an...
Mostaque Ahmed Zebal, David Goodwin
Purpose The purpose of the study is to explore the market orientation of the private universities in Bangladesh. The study further aims to investigate the relationships between market orientation and business performance. Design/methodology/approach Data for this study were collected from the facult...
Farzana Rahman, Tanmay Das, Md. Hadiuzzaman, Sanjana Hossain
Selim Ahmed, Muhammad Mohiuddin, Mahfuzur Rahman, Kazi Md. Tarique et al.
Purpose The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic banking services. Design/methodology/approach A total of 334 completed and usable questionnaires were collected from custom...