Relational Norms, Happiness and Customer Satisfaction in Micro Finance Institution’s (MFI’s): A Conceptual Framework

Shaikh Rafiqul Islam; Selvan Perumal; Zolkafli Hussin

Relational Norms, Happiness and Customer Satisfaction in Micro Finance Institution’s (MFI’s): A Conceptual Framework

Authors

Shaikh Rafiqul Islam School of Business Management, College of Business, Universiti Utara Malaysia, 06010 Sintok, Kedah, Malaysia
Selvan Perumal School of Business Management, College of Business, Universiti Utara Malaysia, 06010 Sintok, Kedah, Malaysia
Zolkafli Hussin School of Business Management, College of Business, Universiti Utara Malaysia, 06010 Sintok, Kedah, Malaysia

Keywords:

Relational norms, happiness, customer satisfaction and MFI’s in Bangladesh

Abstract

The aim of this article is to discuss at conceptual level the relationships among the relational norms practices, happiness and customer satisfaction in Micro Finance Institution’s (MFI’s) of Bangladesh. Existing literature indicates that most of the studies on customer satisfaction in MFI in global as well as in Bangladesh context conducted on core dimensional (such as: product, interest rate, loan disbursement time, terms and condition etc.) issues where relational exchange context was ignored. The proposed conceptual framework which is drawn upon the existing literature has examined the effect of relational norm on both happiness and customer satisfaction. Moreover, happiness also has an influence on customer satisfaction. The marketing policy maker and other marketing consultants and practitioners certainly can improve the customer satisfaction by using this conceptual framework.

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Published

2020-10-24

How to Cite

Rafiqul Islam, S., Perumal, S., & Hussin, Z. (2020). Relational Norms, Happiness and Customer Satisfaction in Micro Finance Institution’s (MFI’s): A Conceptual Framework. Journal of Advanced Research in Business and Management Studies, 9(1), 1–9. Retrieved from https://akademiabaru.com/submit/index.php/arbms/article/view/1273