Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh

Autor:	Tapas Bala, Mahmudul Haque Tanin, Israt Jahan, Tahira Khatun, Md. Al Amin, Md. Mahbubar Rahman, Md. Faridul Islam
Rok vydání:	2021
Předmět:	Service (business) History Service quality Mobile banking Data collection media_common.quotation_subject Computer Science Applications Education Loyalty business model Loyalty Customer satisfaction Business Rural area Marketing media_common
Zdroj:	Open Journal of Business and Management. :2329-2357
ISSN:	2329-3292 2329-3284
DOI:	10.4236/ojbm.2021.95126
Popis:	The aim of this study is to capture the impact of different dimensions of services of mobile banking on customer satisfaction for the mobile banking users for rural areas of Bangladesh during the COVID-19 pandemic times. The study also finds out the affiliation between the customer satisfaction and loyalty of different types of mobile banking users during the pandemic times. The researchers designed a self-complete questionnaire that was used for data collection and received 180 questionnaires out of 250 questionnaires. This research conducted on the rural people in Bangladesh who are availing the service of mobile banking during the pandemic situation and for this reason, the results may not applicable to other times as well as other areas. The finding of the study indicated that reliability, responsiveness and efficiency dimensions of mobile banking service have significant influence on customer satisfaction during the COVID-19 lockdown times.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::9e6d47ebc3c981c03d5dbfe00d76456c https://doi.org/10.4236/ojbm.2021.95126 Zobrazit plný text záznamu