TITLE:
Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh
AUTHORS:
Tapas Bala, Israt Jahan, Md. Al Amin, Mahmudul Haque Tanin, Md. Faridul Islam, Md. Mahbubar Rahman, Tahira Khatun
KEYWORDS:
COVID-19, Customer Satisfaction, Customer Loyalty, Mobile Banking, Service Quality
JOURNAL NAME:
Open Journal of Business and Management,
Vol.9 No.5,
September
16,
2021
ABSTRACT: 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.