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

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