Index of Paper Presentations for the Parallel Sessions - Academy of ...

―Dhaka is a very crowded city and coming to the bank to encash a cheque or make a deposit isoften a hassle. But I am happy to see that the interior of the bank is relaxing and quiet- not ashectic as it is outside from where you just stepped in‖. (Hasan Rahman, 27, EBL Bank client)―These private banks have invested a lot of money in making sure that modern and clean sofasand marble topped reception desks are in place to entice the customer. I think the interior of thesebanks look expensive. This was not so even in the 1990s and the banks use to be damp andsweaty during busy hours of the summer months.‖ (Lima Nuzhat, 36, EBL Bank client)―I like the fact that these banks are spacious and look like banks that are common in Westerncountries such as America and Canada. Once inside I could not tell if I was in Toronto or Dhaka‖.(Montu Sen, 57, AB Bank client)All the clients gave a lot of credence to the assertion that a proper ambient condition in theservicescape of the bank was important for conducting their business in a satisfactory manner. Onseveral occasions customers were found to compare the private banks‘ servicescape to that ofgovernment owned scheduled banks which frequently did not have a well designed servicescape(like the ones that were studied for this research). Some outstanding remarks regarding theambient dimension of the banks‘ servicescape are:―If you go to Sonali Bank (a government owned bank) you will find that the branch is dark inside,there is no running air conditioning system and the bank teller windows are so tall that you cannotsee the teller with whom you are dealing. It is very much in the 1970s, even today!‖ (HarunChowdhury, 45, EBL Bank client)―Ah! Walking into any branch of EBL Bank here in Dhaka city, a client will find that all the airconditioningunits are running inside- the interior is cool, smells of freshly cut flowers and youhave flower bouquets in the reception and key service areas.‖ (Mahzabin Hasan, 28, AccountOpening Officer, EBL Bank)Private bank customers of Bangladesh think that the smartly dressed employees of the bank whooften switched to English (instead of the native Bengali) to communicate to their clients wereindicative of a more professional and hence effective service provider. They used the word‗smart‘ repeatedly to describe the employees of EBL and AB Bank which they did not use todefine and label the employees of the government owned banks -BASIC Bank Limited.―EBL employees wear a uniform that exudes professionalism; they look good in their greybusiness suit and golden and blue (brand colored) ties.‖ (Shabana Khan, 32, EBL Bank client)―These are young and well dressed people who know English that are serving you, not somemiddle aged irritated clerk that you find in government owned banks. You do not feel like