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The impact of technology service quality on Bangladeshi banking consumers' satisfaction during the pandemic situation: Green development and innovation perspective in banking service

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  • Khan, Md. Rahat
  • Pervin, Most. Tahura
  • Arif, Md. Zahir Uddin
  • Hossain, S.M. Khaled

Abstract

The present study examined the anticipated technology service quality of private commercial banks in Bangladesh, with a particular emphasis on the satisfaction of e-consumers regarding the banking technologies and services offered by their respective banks. Three hundred fifty-five data were administered using a structural equation modeling technique to examine the hypothesis. The results indicated three technology service quality dimensions exhibited a positive and statistically significant relationship with consumers' satisfaction with banking services. The remaining two dimensions (Responsiveness and Empathy) displayed a negative but significant association. In the context of technology service quality and technology satisfaction, it was observed that all factors except ‘Reliability,’ ‘Responsiveness,’ and ‘Empathy’ exhibited a statistically significant positive association with technology service quality during the pandemic situation. This research provides a new perspective for countries sensitive to and committed to enhancing their green development in banking strategies by embracing technological advancements, particularly during challenging circumstances like a pandemic.

Suggested Citation

  • Khan, Md. Rahat & Pervin, Most. Tahura & Arif, Md. Zahir Uddin & Hossain, S.M. Khaled, 2024. "The impact of technology service quality on Bangladeshi banking consumers' satisfaction during the pandemic situation: Green development and innovation perspective in banking service," Innovation and Green Development, Elsevier, vol. 3(2).
    • Handle: RePEc:eee:ingrde:v:3:y:2024:i:2:s2949753123000887
    DOI: 10.1016/j.igd.2023.100120
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