A model of customer centric banking practices for corporate clients in Bangladesh
Purpose Customer centric banking envisions that banks should meet both tangible and intangible satisfaction criteria of their customers. The purpose of this paper is to investigate the customer centric banking practices that drive satisfaction of corporate customers in Bangladesh. Design/methodology/approach Financial managers from a sample of 112 non financial listed companies were interviewed. The study employed a structured questionnaire using Likert scales. Exploratory factor analysis followed by multiple regression analysis were used to test the effects of both tangible and intangible factors. Findings The findings of the study indicate that customer centric banking is primarily influenced by intangible factors. Among six bank selection criteria analyzed in this study, corporate image, commitment, compassion and consistency are the four significant intangible factors that drive corporate customer satisfaction. The two tangible factors: cost benefit and convenience were not significant determina.