https://doi.org/10.1108/JMD-05-2018-0149
[ ] | Al-Jazzazi, A., & Sultan, P. (2017). Demographic differences in Jordanian Bank Service Quality Perceptions. International Journal of Bank Marketing, 35, 275-297. https://doi.org/10.1108/IJBM-07-2016-0091 |
[ ] | Allen, N. J., & Grisaffe, D. B. (2001). Employee Commitment to the Organization and Customer Reactions: Mapping the Linkages. Human Resource Management Review, 11, 209-236. https://doi.org/10.1016/S1053-4822(00)00049-8 |
[ ] | Amin, M., & Isa, Z. (2008). An Examination of the Relationship between Service Quality Perception and Customer Satisfaction: A SEM Approach towards Malaysian Islamic Banking. International Journal of Islamic and Middle Eastern Finance and Management, 1, 191-209. https://doi.org/10.1108/17538390810901131 |
[ ] | Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic Banks: Contrasting the Drivers of Customer Satisfaction on Image, Trust, and Loyalty of Muslim and Non-Muslim Customers in Malaysia. International Journal of Bank Marketing, 31, 79-97. https://doi.org/10.1108/02652321311298627 |
[ ] | Ananda, S., & Davesh, S. (2019). Service Quality Dimensions and Customer Satisfaction: Empirical Evidence from Retail Banking Sector in Oman. Total Quality Management and Business Excellence, 30, 1616-1629. https://doi.org/10.1080/14783363.2017.1393330 |
[ ] | Arasli, H., Mehtap-Smadi, S., & Turan Katircioglu, S. (2005). Customer Service Quality in the Greek Cypriot Banking Industry. Managing Service Quality, 15, 41-56. https://doi.org/10.1108/09604520510575254 |
[ ] | Aslam, W., Tariq, A., & Arif, I. (2019). The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis. Global Business Review, 20, 1155-1178. https://doi.org/10.1177%2F0972150919846965 |
[ ] | Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2019). The Role of Service Quality within Indonesian Customers Satisfaction and Loyalty and Its Impact on Islamic Banks. Journal of Islamic Marketing, 11, 192-212. https://doi.org/10.1108/JIMA-03-2017-0033 |
[ ] | Ayadi, R., Arbak, E., Naceur, S. B., & De Groen, W. P. (2015). Financial Development, Bank Efficiency and Economic Growth across the Mediterranean. In: R. Ayadi, M. Dabrowski, & L. De Wulf (Eds.), Economic and Social Development of the Southern and Eastern Mediterranean Countries (pp. 219-233). Springer International Publishing. https://doi.org/10.1007/978-3-319-11122-3_14 |
[ ] | Bangladesh Bank Report (2017). Mobile Financial Services (MFS) Comparative Summary Statement of December, 2016 and January, 2017. Bangladesh Bank. |
[ ] | Baumann, C., Elliott, G., & Hamin, H. (2011). Modelling Customer Loyalty in Financial Services: A Hybrid of Formative and Reflective Constructs. International Journal of Bank Marketing, 29, 247-267. https://doi.org/10.1108/02652321111117511 |
[ ] | Berry, L. L., Bennet, D. R., & Brown, C. W. (1996). Service Quality: A Profit Strategy for Financial Institutions. Dow-Jones-Irwin. |
[ ] | Bhat, S. A., Darzi, M. A., & Parrey, S. H. (2018). Antecedents of Customer Loyalty in Banking Sector: A Mediational Study. Vikalpa, 43, 92-105. https://doi.org/10.1177%2F0256090918774697 |
[ ] | Blut, M. (2016). E-Service Quality: Development of a Hierarchical Model. Journal of Retailing, 92, 500-517. https://doi.org/10.1016/j.jretai.2016.09.002 |
[ ] | Boonlertvanich, K. (2019). Service Quality, Satisfaction, Trust, and Loyalty: The Moderating Role of Main-Bank and Wealth Status. International Journal of Bank Marketing, 37, 278-302. https://doi.org/10.1108/IJBM-02-2018-0021 |
[ ] | Caruana, A. (2002). Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction. European Journal of Marketing, 36, 811-828. https://doi.org/10.1108/03090560210430818 |
[ ] | Cheshin, A., Amit, A., & van Kleef, G. A. (2018). The Interpersonal Effects of Emotion Intensity in Customer Service: Perceived Appropriateness and Authenticity of Attendants’ Emotional Displays Shape Customer Trust and Satisfaction. Organizational Behavior and Human Decision Processes, 144, 97-111. https://doi.org/10.1016/j.obhdp.2017.10.002 |
[ ] | Choudrie, J., Junior, C.-O., Mckenna, B., & Richter, S. (2018). Understanding and Conceptualising the Adoption, Use and Diffusion of Mobile Banking in Older Adults: A Research Agenda and Conceptual Framework. Journal of Business Research, 88, 449-465. https://doi.org/10.1016/j.jbusres.2017.11.029 |
[ ] | Chowdhury, K. (2014). Service Quality and Word of Mouth: A Study of the Banking Sector. International Journal of Bank Marketing, 32, 612-627. https://doi.org/10.1108/IJBM-12-2012-0122 |
[ ] | Cooper, D. R., & Schindler, P. S. (2008). Business Research Methods (10th ed.). McGraw-Hill. |
[ ] | Creswell, J. W. (2008). Educational Research: Planning, Conducting, and Evaluating Quantitative and Qualitative Research (3rd ed.). Pearson. |
[ ] | Deb, S. K., Harun, M. A., & Bhuiyan, M. R. U. (2011). The Dimensions Affecting the Adoption of Mobile Banking in Bangladesh. Journal of Banking and Financial Services, 5, 97-110. |
[ ] | Dmoor, H. (2005). Service Marketing (4th ed.). Dar Wael. |
[ ] | Endara, Y. M., Ali, A. B., & Yajid, M. S. (2019). The Influence of Culture on Service Quality Leading to Customer Satisfaction and Moderation Role of Type of Bank. Journal of Islamic Accounting and Business Research, 10, 134-154. https://doi.org/10.1108/JIABR-12-2015-0060 |
[ ] | Eshghi, A., Roy, S., & Ganguli, S. (2008). Service Quality and Customer Satisfaction: An Empirical Investigation in Indian Mobile Telecommunications Services. Marketing Management Journal, 18, 119-144. |
[ ] | Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. Sage Open, 10, 1-10. https://doi.org/10.1177%2F2158244020919517 |
[ ] | Gaur, S. S., & Agarwal, R. (2006). Service Quality Measurement in Retail Store Context: A Review of Advances Made Using SERVQUAL and RSQS. The Marketing Review, 6, 317-330. |
[ ] | Gounaris, S., Stathakopoulos, V., & Athanassopoulos, A. (2003). Antecedents to Perceived Service Quality: An Exploratory Study in the Banking Industry. International Journal of Bank Marketing, 21, 168-190. https://doi.org/10.1108/02652320310479178 |
[ ] | Gronroos, C. (1984). A Service Quality Model and Its Marketing Implication. European Journal of Marketing, 18, 38-44. https://doi.org/10.1108/EUM0000000004784 |
[ ] | Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of Marketing, 69, 210-218. https://doi.org/10.1509%2Fjmkg.2005.69.4.210 |
[ ] | Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis: A Global Perspective (7th ed.). Pearson Edication. |
[ ] | Hamzah, Z. L., Lee, S. P., & Moghawemi, S. (2017). Elucidating Perceived overall Service Quality in Retail Banking. International Journal of Bank Marketing, 35, 781-804. https://doi.org/10.1108/IJBM-12-2015-0204 |
[ ] | Hassan, H. N., Ruswanti, E., & Januarko, M. U. (2018). The Effect of Hospital Service Quality on Patient Loyalty and Patient Satisfaction (Hospital Case in Indonesia. International Journal of Business and Management Invention, 7, 49-55. |
[ ] | Heskett, J. L., Sasser, W. E., & Schiesinger, L. A. (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. Free Press. |
[ ] | Islam, M. R. (2012). Application of SERVQUAL Model in Customer Service of Mobile Operators: A Study from the Context of Bangladesh. European Journal of Business and Management, 4, 47-54. |
[ ] | Islam, R., Ahmed, S., Rahman, M., & Al Asheq, A. (2020). Determinants of Service Quality and Its Effect on Customer Satisfaction and Loyalty: An Empirical Study of Private Banking Sector. The TQM Journal. https://doi.org/10.1108/TQM-05-2020-0119 |
[ ] | Janahi, M. A., & Almubarak, M. (2017). The Impact of Customer Service Quality on Customer Satisfaction in Islamic Banking. Journal of Islamic Marketing, 8, 595-604. https://doi.org/10.1108/JIMA-07-2015-0049 |
[ ] | Jeong, M. S., Cha, J. E., & Jang, D. H. (2016). Impact of the Service Quality of Horseback Riding Experience on Customer Satisfaction and Loyalty—In Case of Jangsu Horse Riding Experience Course. Journal of Korean Society of Rural Planning, 22, 131-140. |
[ ] | Jepleting, A., Oscar, S., & Bureti, P. (2013). Effects of Mobile Banking on Customer Satisfaction. A Case of Equity Bank of Eldoret Town. International Journal of Innovation Research in Management, 2, 29-40. |
[ ] | Kant, R., & Jaiswal, D. (2017). The Impact of Perceived Service Quality Dimensions on Customer Satisfaction: An Empirical Study on Public Sector Banks in India. International Journal of Bank, 35, 411-430. https://doi.org/10.1108/IJBM-04-2016-0051 |
[ ] | Kashif, M., Wan Shukran, S. S., Rehman, M. A., & Sarifuddin, S. (2015). Customer Satisfaction and Loyalty in Malaysian Islamic Banks: A PAKSERV Investigation. International Journal of Bank Marketing, 33, 23-40. https://doi.org/10.1108/IJBM-08-2013-0084 |
[ ] | Kaur, H., & Soch, H. (2018). Satisfaction, Trust and Loyalty: Investigating the Mediating Effects of Commitment, Switching Costs and Corporate Image. Journal of Asia Business Studies, 12, 361-380. https://doi.org/10.1108/JABS-08-2015-0119 |
[ ] | Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service Quality, Service Convenience, Price and Fairness, Customer Loyalty, and the Mediating Role of Customer Satisfaction. International Journal of Bank Marketing, 33, 404-422. https://doi.org/10.1108/IJBM-04-2014-0048 |
[ ] | Kazemi, M., & Mohajer, S. (2010). Ranking of Factors Affecting Customer Satisfaction of Service. Quality in the EN Bank of Mashhad. Journal of Industrial Management, 10, 91-103. |
[ ] | Khan, A. G., Lima, R. P., & Mahmud, M. S. (2018). Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model. Global Business Review, 22, 85-100. https://doi.org/10.1177%2F0972150918795551 |
[ ] | Kotler, P., & Keller, K. L. (2013). Marketing Management (14th ed.). Pearson Education. |
[ ] | Kumar, A., Road, M. L., & Dash, M. K. (2013). Constructing a Measurement in Service Quality for Indian Banks: Structual Equation Modelling Approach. Journal of Internet Banking and Commerce, 18, 1-13. |
[ ] | Kumar, M., Tat Kee, F., & Charles, V. (2010). Comparative Evaluation of Critical Factors in Delivering Service Quality of Banks: An Application of Dominance Analysis in Modified SERVQUAL Mode. International Journal of Quality and Reliability Management, 27, 351-377. https://doi.org/10.1108/02656711011023320 |
[ ] | Kumar, M., Tat Kee, F., & Taap Manshor, A. (2009). Determining the Relative Importance of Critical Factors in Delivering Service Quality of Banks: An Application of Dominance Analysis in SERVQUAL Model. Managing Service Quality, 19, 211-228. https://doi.org/10.1108/09604520910943198 |
[ ] | Kumbhar, V. M. (2011). Factors Affecting the Customer Satisfaction in E-Banking: Some Evidences from Indian Banks. Knowledge Management Research & Practice, 3, 1-14. |
[ ] | Ladhari, R., Ladhari, I., & Morales, M. (2011). Bank Service Quality: Comparing Canadian and Tunisian Customer Perceptions. International Journal of Bank Marketing, 29, 224-246. https://doi.org/10.1108/02652321111117502 |
[ ] | Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Loyalty. International Journal of Academic Research in Business and Social Sciences, 7, 450-465. https://doi.org/10.6007/IJARBSS/v7-i4/2821 |
[ ] | Levy, S., & Hino, H. (2016). Emotional Brand Attachment: A Factor in Customer-Bank Relationships. International Journal of Bank Marketing, 34, 136-150. https://doi.org/10.1108/IJBM-06-2015-0092 |
[ ] | Lovelock, C., & Wirtz, J. (2007). Services Marketing: People, Technology, Strategy (6th ed.). Pearson Education International Prentice Hall. |
[ ] | Mainardes, E. W., Rosa, C. D., & Nossa, S. N. (2020). Omnichannel Strategy and Customer Loyalty in Banking. International Journal of Bank Marketing, 38, 799-822. https://doi.org/10.1108/IJBM-07-2019-0272 |
[ ] | Makanyeza, C., & Chikazhe, L. (2017). Mediators of the Relationship between Service Quality and Customer Loyalty: Evidence from the Banking Sector in Zimbabwe. International Journal of Bank Marketing, 35, 540-556. https://doi.org/10.1108/IJBM-11-2016-0164 |
[ ] | Malhotra, N. K. (2010). Marketing Research: An Applied Orientation (6th ed.). Pearson Education. |
[ ] | Mersha, T., Sriram, V., Yeshanew, H., & Gebre, Y. (2012). Perceived Service Quality in Ethiopian Retail Banks. Thunderbird International Business Review, 54, 551-565. https://doi.org/10.1002/tie.21483 |
[ ] | Misbach, I., Surachman, Hadiwidjojo, D., & Armanu (2013). Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia. International Journal of Business and Management, 8, 48-61. https://doi.org/10.5539/ijbm.v8n5p48 |
[ ] | Muhammad Awan, H., Shahzad Bukhari, K., & Iqbal, A. (2011). Service Quality and Customer Satisfaction in the Banking Sector: A Comparative Study of Conventional and Islamic Banks in Pakistan. Journal of Islamic Marketing, 2, 203-224. https://doi.org/10.1108/17590831111164750 |
[ ] | Munari, L., Lelasi, F., & Bajetta, L. (2013). Customer Satisfaction Management in Italian Banks. Qualitative Research in Financial Markets, 5, 139-160. https://doi.org/10.1108/QRFM-11-2011-0028 |
[ ] | Nambiar, B. K., Ramanathan, H. N., Rana, S., & Prashar, S. (2019). Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector. Vision, 23, 44-55. https://doi.org/10.1177%2F0972262918821228 |
[ ] | Narteh, B. (2018). Service Quality and Customer Satisfaction in Ghanaian Retail Banks: the Moderating Role of Price. International Journal of Bank Marketing, 36, 68-88. https://doi.org/10.1108/IJBM-08-2016-0118 |
[ ] | Newman, K. (2001). Interrogating SERVQUAL: A Critical Assessment of Service Quality Measurement in a High Street Retail Bank. International Journal of Bank Marketing, 19, 126-139. https://doi.org/10.1108/02652320110388559 |
[ ] | Newman, W. L. (2006). Social Research Methods: Qualitative and Quantitative Approaches (6th ed.). Allyn & Bacon. |
[ ] | Njau, F. W., Mutungi, M. M., & Mutinda, R. (2019). An Integrated SERVQUAL and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya. International Journal of Current Aspects, 3, 41-70. https://doi.org/10.35942/ijcab.v3iII.6 |
[ ] | Nunnally, J. C., & Bernstein, I. H. (1994). The Assessment of Reliability. Psychometric Theory, 3, 248-292. |
[ ] | Nupur, M. J. (2010). E-Banking and Customers’ Satisfaction in Bangladesh: An Analysis. International Review of Business Research Papers, 6, 145-156. |
[ ] | Oh, H., & Kim, K. (2017). Customer Satisfaction, Service Quality, and Customer Value: Years 2000-2015. International Journal of Contemporary Hospitality Management, 29, 2-29. https://doi.org/10.1108/IJCHM-10-2015-0594 |
[ ] | Ong, K. S., Nguyen, B., & Syed Alwi, S. F. (2017). Consumer-Based Virtual Brand Personality (CBVBP), Customer Satisfaction and Brand Loyalty in the Online Banking Industry. International Journal of Bank Marketing, 35, 370-390. https://doi.org/10.1108/IJBM-04-2016-0054 |
[ ] | Othman, A., & Owen, L. (2001). Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks: A Case Study in Kuwait Finance House. International Journal of Islamic Financial Services, 3, 1-26. |
[ ] | Ozkan, P., Süer, P., Keser, I. K., & Kocakoc, I. D. (2020). The Effect of Service Quality and Customer Satisfaction on Customer Loyalty: The Mediation of Perceived Value of Services, Corporate Image, and Corporate Reputation. International Journal of Bank Marketing, 38, 384-405. https://doi.org/10.1108/IJBM-03-2019-0096 |
[ ] | Padhy, P. K. (2009). Innovative Service Quality in the Banking Sector: An Assessment Based on SERVQUAL Measures. Rusayl, Muscat, Sultanate of Oman, SSRN, Service Industry: Challenges and Opportunities International Conference, Waljat Colleges of Applied Sciences. |
[ ] | Pakurar, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The Service Quality Dimensions That Affect Customer Satisfaction in the Jordanian Banking Sector. Sustainability, 11, Article No. 1113. https://doi.org/10.3390/su11041113 |
[ ] | Palmer, A. (2001). Principles of Service Marketing. McGraw-Hill. |
[ ] | Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12-40. |
[ ] | Parvin, A. (2013). Mobile Banking Operation in Bangladesh: Prediction of Future. Journal of Internet Banking and Commerce, 18, 1-15. |
[ ] | Peng, L. S., & Moghawemi, S. (2015). The Dimension of Service Quality and Its Impact on Customer Satisfaction, Trust, and Loyalty: A Case of Malaysian Banks. Asian Journal of Business and Accounting, 8, 91-122. |
[ ] | Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies. Journal of Applied Psychology, 88, 879-903. https://doi.apa.org/doi/10.1037/0021-9010.88.5.879 |
[ ] | Pooya, A., Abed Khorasani, M., & Gholamian Ghouzhdi, S. (2020). Investigating the Effect of Perceived Quality of Self-Service Banking on Customer Satisfaction. International Journal of Islamic and Middle Eastern Finance and Management, 13, 263-280. https://doi.org/10.1108/IMEFM-12-2018-0440 |
[ ] | Rahman, A., Hasan, M., & Mia, M. (2017). Mobile Banking Service Quality and Customer Satisfaction in Bangladesh: An Analysis. The Cost and Managmement, 45, 25-32. |
[ ] | Rakesh, R. (2012). Quality Assessment of Banking Industry Using the Servqual Model. Indian Streams Research Journal, 2, 1-4. |
[ ] | Ravichandran, K., Prabhakaran, S., & Arun Kumar, S. (2010). Application of Servqual Model on Measuring Service Quality: A Bayesian Approach. Enterprise Risk Management, 2, 145-169. https://doi.org/10.5296/erm.v2i1.341 |
[ ] | Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet Banking Service Quality, E-Customer Satisfaction and Loyalty: The Modified E-SERVQUAL Model. The TQM Journal, 32, 1443-1466. https://doi.org/10.1108/TQM-02-2020-0019 |
[ ] | Rouf, M. A., Babu, M. A., Khatun, M. A., Rasel, M. and Kumar, A. (2019). Measuring Customer’s Satisfaction Level and Service Gap Between bKash and Rocket in Bangladesh. American Journal of Marketing Research, 5, 29-35. |
[ ] | Saghier, N., & Nathan, D. (2013). Service Quality Dimensions and Customer’s Satisfactions of Banks in Egypt. 20th International Business Research Conference, Dubai, 4-5 April 2013, 1-13. |
[ ] | Saleem, M. A., Zahra, S., Ahmad, R., & Ismail, H. (2016). Predictors of Customer Loyalty in the Pakistani Banking Industry: A Moderated-Mediation Study. International Journal of Bank Marketing, 34, 411-430. https://doi.org/10.1108/IJBM-12-2014-0172 |
[ ] | Samadi, A., & Skandari, S. (2011). The Effect of Service Quality on Customer Satisfaction MELi bank of Toysergan City (Based on SERVQUAL Model). Journal of Management, 21, 30-40. |
[ ] | Saoji, S., & Goel, P. (2013). Understanding Customer Response and Customer Satisfaction of Mobile Banking in India. International Journal of Advanced System and Social Engineering Research, 3, 1-5. |
[ ] | Sardana, S., & Bajpai, V. N. (2020). E-Banking Service Quality and Customer Satisfaction: An Exploratory Study on India. International Journal of Services and Operations Management, 35, 223-247. https://doi.org/10.1504/IJSOM.2020.105272 |
[ ] | Seramandevi, R., & Saravanaraj, M. G. (2012). An Empirical Study on Quality of Internet Banking Services in Indian. European Journal of Economics, Finance and Administrative Sciences, 25, 65-79. |
[ ] | Shankar, A., Datta, B., & Jebarajakirthy, C. (2019). Are the Generic Scales Enough to Measure Service Quality of Mobile Banking? A Comparative Analysis of Generic Service Quality Measurement Scales to Mobile Banking Context. Services Marketing Quarterly, 44, 224-244. https://doi.org/10.1080/15332969.2019.1630176 |
[ ] | Sharma, P., & Singh, P. (2013). Mobile Banking in India: Barriers in Adoption and Service Preferences. Journal of Management, 5, 1-7. |
[ ] | Silvestri, C., Aquilani, B., & Ruggieri, A. (2017). Service Quality and Customer Satisfaction in Thermal Tourism. The TQM Journal, 29, 55-81. https://doi.org/10.1108/TQM-06-2015-0089 |
[ ] | Slack, N., Singh, G., & Sharma, S. (2020). The Effect of Supermarket Service Quality Dimensions and Customer Satisfaction on Customer Loyalty and Disloyalty Dimensions. International Journal of Quality and Service Sciences, 12, 297-318. https://doi.org/10.1108/IJQSS-10-2019-0114 |
[ ] | Spector, P. E. (2006). Method Variance in Organizational Research Truth or Urban Legend? Organizational Research Methods, 9, 221-232. https://doi.org/10.1177%2F1094428105284955 |
[ ] | Spreng, R. A., & MacKoy, R. D. (1996). An Empirical Examination of a Model of Perceived Service Quality and Satisfaction. Journal of Retailing, 72, 201-214. https://doi.org/10.1016/S0022-4359(96)90014-7 |
[ ] | Taghavi-Fard, M. T., & Torabi, M. (2011). The Factors Affecting the Adoption of Mobile Banking Services by Customers and Rank Them (Case Study: Bank Tejarat In Tehran, Iran). Journal Excavations Business Management, 3, 136-162. |
[ ] | Teeroovengadum, V. (2020). Service Quality Dimensions as Predictors of Customer Satisfaction and Loyalty in the Banking Industry: Moderating Effects of Gender. European Business Review. https://doi.org/10.1108/EBR-10-2019-0270 |
[ ] | Thulani, D., Kosmas, N., Collins, M., & Lloyd, C. (2011). Adoption and Use of SMS/Mobile Banking Services. Journal of Internet Banking and Commerce, 16, 1-5. |
[ ] | Tsoukatos, E., & Mastrojianni, E. (2010). Key Determinants of Service Quality in Retail Banking. EuroMed Journal of Business, 5, 85-100. https://doi.org/10.1108/14502191011043170 |
[ ] | Vazifehdoost, H., Akbarpour, Z., Hamdi, K., & Mohammadzadeh Rostami, J. (2014). The Examination of the Relationship between Customer Satisfaction of Service Quality in Iranian Private Banking Industry (Analysis Based on Integrated SERVQUAL Model. Journal of Marketing Management, 9, 1-24. |
[ ] | Vencataya, L., Pudaruth, S., Juwaheer, R.T.D., Dirpal, G. and Sumodhee, N.M.Z. (2019). Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Banks of Mauritius. Studies in Business and Economics, 14, 259-270. https://doi.org/10.2478/sbe-2019-0020 |
[ ] | Yalley, A. A., & Agyapong, G. K. (2017). Measuring Service Quality in Ghana: A Crossvergence Cultural Perspective. Journal of Financial Services Marketing, 22, 43-53. https://doi.org/10.1057/s41264-017-0021-x |
[ ] | Yilmaz, V., Ari, E., & Gürbüz, H. (2018). Investigating the Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in Turkish Banking Sector: An Application of Structural Equation Model. International Journal of Bank Marketing, 36, 423-440. https://doi.org/10.1108/IJBM-02-2017-0037 |
[ ] | Zeithaml, V. (2000). Service Quality, Profitability and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science, 28, Article No. 67. https://doi.org/10.1177/0092070300281007 |
[ ] | Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioural Consequences of Service Quality. The Journal of Marketing, 60, 31-46. https://doi.org/10.1177%2F002224299606000203 |
[ ] | Zekiri, J. (2011). Applying SERVQUAL Model and Factor Analysis in Assessing Customer Satisfaction with Service Quality: The Case of Mobile Telecommunications in Macedonia. International Bulletin of Business Administration, 11, 86-101. |
[ ] | Zhang, C., Liu, Y., Lu, W., & Xiao, G. (2019). Evaluating Passenger Satisfaction Index Based on PLS-SEM Model: Evidence from Chinese Public Transport Service. Transportation Research Part A: Policy and Practice, 120, 149-164. https://doi.org/10.1016/j.tra.2018.12.013 |
- Articles
- Archive
- Indexing
- Aims & Scope
- Editorial Board
- For Authors
- Publication Fees
Journals Menu
- Open Special Issues
- Published Special Issues
- Special Issues Guideline
- E-Mail Alert
- OJBM Subscription
- Publication Ethics & OA Statement
- Frequently Asked Questions
- Recommend to Peers
- Recommend to Library
- History Issue
| +1 323-425-8868 |
| |
| +86 18163351462(WhatsApp) |
| |
| |
| Paper Publishing WeChat |
Copyright © 2024 by authors and Scientific Research Publishing Inc.
This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License .
About SCIRP
- Publication Fees
- For Authors
- Peer-Review Issues
- Special Issues
- Manuscript Tracking System
- Subscription
- Translation & Proofreading
- Volume & Issue
- Open Access
- Publication Ethics
- Preservation
- Privacy Policy
IMAGES
VIDEO
COMMENTS
In this paper, at first, I have presented the origin of covid-19 and the role of banking sector in the economy of Bangladesh. Then I have discussed other banks current situation and policy and rules changes for this virus. In recent years Bangladesh's banking sector is possibly going through the worst situation in its history.
The current crisis caused by the COVID-19 pandemic has hit the global economy hard, causing significant damage to every aspect of the global banking system, and Bangladesh is no exception. For that reason, its performance and profitability have been affected. In this study, we investigate the impact of COVID-19 on the financial performance and profitability of the listed private commercial ...
The case study found, Covid19 has numerous effects on banking sectors in Bangladesh & the economy. Bangladesh's banking sector is facing huge tax shortfalls, rising bad loans, individual investments and falling operating profits, while at the same time risky closings for lockdown. Bank employees are severely affected by the performance of their ...
To the best of our knowledge until now no research has attempted to gauge the impact of Covid-19 pandemic on banking sector of Bangladesh. Further, no paper is got that has used ratio analysis ...
Research on the Banking Sector during the COVID-19 Pandemic Period in Bangladesh In the context of Bangladesh, the banking sector has been negatively influenced by the COVID-19 pandemic [23].
Bangladesh's banking sector already has a high level of non-performing loans (NPLs) and the pandemic is likely to worsen the situation. Using a state-designed stress testing model, the paper estimates the impacts of the COVID-19 pandemic on three particular dimensions-firm value, capital adequacy, and interest income-under different NPL shock ...
The paper has examined the impact of this pandemic on the banking sector of Bangladesh. Using ratio and correlation analysis on 2019 and 2020 data some interesting findings are invented.
To develop a theoretical foundation and scenario-based assessments of COVID-19 implications for the Bangladesh banking sector, this paper follows a quantitative approach. ... it can also be applied at the aggregate level for all applicable loans of a bank, which this research ... Hogan, C, Wang P (2020) COVID-19 impact on bank liquidity risk ...
18 billion on June 7, 2021. Given the positive outlook in advanced economies in 2021 and rapid vaccination at home as well as by the counter-part countries, Bangladesh economy is prepared to reap the. ividend of rising optimism. Hence the external sector indicators mig.
The novel COVID-19 virus, and the pandemic that has followed its spread, has had a massive impact on the banking industry on a global level. Therefore, considering this context, this study examines the effect of the COVID-19 pandemic on the banking sector's performance in the Asian emerging economics, over a time span ranging from 2016Q1 ...
Show simple item record. Impact of COVID-19 on the banking sectors of Bangladesh
The COVID-19 and, by extension, the diminished economic activity resulted from this pandemic are obviously major tests to the structural changes in the banking sector implemented in response to the devastated financial crisis of 2007-2008, which posed serious threat to banks' sustainability and cost many ordinary people their jobs, their life savings, or their homes (Financial Stability ...
Despite the pandemic, the Government of Bangladesh decided to keep the banks open to a limited extent to keep the country's economy afloat. The aim of this study is to assess the psychological impact of COVID-19 among the bankers who are usually more exposed to random people that put them at great risk to be affected. A total of 248 bankers willingly answered our questionnaire consisting of ...
Abstract. This BIGD study examines the impact of COVID-19's impact on the major economic and financial indicators of the economy of Bangladesh, including production, wages, price levels, advances, bills, investments, remittances and foreign trade, using the secondary data published by the Bangladesh Bureau of Statistics (BBS), Bangladesh Bank ...
Abstract. This paper analyzes bank stock prices around the world to assess the impact of the COVID-19 pandemic on the banking sector. Using a global database of policy responses during the crisis, the paper also examines the role of finan-cial sector policy announcements on the performance of bank stocks.
This study examines the effects of the COVID-19 outbreak on the performance and stability of the banking sector. Our sample consists of 2073 banks in 106 countries from 2016Q1 to 2021Q2. We employ several alternative bank performance and stability measures for a comprehensive analysis and robustness. The findings show that the COVID-19 outbreak ...
II. Impact of COVID-19 on Overall Inflation Bangladesh has been experiencing a stable point-to-point or year-on-year (Y-o-Y) inflation rate of around 5.5 percent before the emergence of COVID-19. Then the first confirmation of COVID-19 in December 2019in China started to affect the whole world as China has a huge
The main purpose of this paper is to make evaluations of the potential impact of the COVID-19 pandemic on the economy of Bangladesh. This study is based on an empirical review of the recent study works, reports, working papers of home, and abroad regarding economic crisis. The review findings of the paper revealed that the COVID-19 pandemic ...
The crisis caused by COVID-19 is showing its first impacts on the banking sector. Our analysis assesses the impact on the sector of seven factors and its trends: monetary policy, digitalization, regulation, economic growth, new entrants, competitive landscape and government support.
The findings of this correlation matrix have also much policy implications by the future financial policy makers as well as commercial bank officials of Bangladesh. 6. Conclusion This paper has tried to assess the impact of Covid-19 pandemic on the banking sector of Bangladesh.
A digital revolution for banks in Bangladesh is long overdue. Photo: Reuters. There is no point in repeating how Covid-19 has been wreaking havoc around the world over the last couple of months ...
al., 2019; Afroz, 2019). But little research has done for the determining the mo-bile banking service quality and its effects on customer satisfaction and customer loyalty. Moreover, none has done their research on the basis of the result of rural people who are the mobile banking users in the COVID 19 situation, though a
Discover the impact of mobile banking services on customer satisfaction in rural Bangladesh during COVID-19. Explore the relationship between satisfaction and loyalty among different user types. Gain insights from a questionnaire-based study with 180 participants. Findings highlight the influence of reliability, responsiveness, and efficiency on satisfaction during lockdown.