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

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

Innovation and Green Development, 2024, vol. 3, issue 2

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.

Keywords: Green development in banking; Technology service quality; Technology satisfaction; Consumer satisfaction; Pandemic (search for similar items in EconPapers)
Date: 2024
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Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ingrde:v:3:y:2024:i:2:s2949753123000887

DOI: 10.1016/j.igd.2023.100120

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