Innovation and Green Development 3 (2024) 100120

Contents lists available at ScienceDirect

Innovation and Green Development

journal homepage: www.journals.elsevier.com/innovation-and-green-development

Full length article

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 a, b, *, Most. Tahura Pervin c, Md. Zahir Uddin Arif b, S.M. Khaled Hossain a
a
Army Institute of Business Administration (Affiliated to Bangladesh University of Professionals), Savar Cantonment, Dhaka-1344, Bangladesh
b
Department of Marketing, Faculty of Business Studies, Jagannath University, 9-10, Chittaranjan Avenue, Dhaka-1100, Bangladesh
c
Department of Humanities and Social Sciences, Dhaka University of Engineering & Technology, Gazipur-1707, Bangladesh

A R T I C L E I N F O A B S T R A C T

Keywords: The present study examined the anticipated technology service quality of private commercial banks in
Green development in banking Bangladesh, with a particular emphasis on the satisfaction of e-consumers regarding the banking technologies and
Technology service quality services offered by their respective banks. Three hundred fifty-five data were administered using a structural
Technology satisfaction
equation modeling technique to examine the hypothesis. The results indicated three technology service quality
Consumer satisfaction
Pandemic
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 as-
sociation. 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 techno-
logical advancements, particularly during challenging circumstances like a pandemic.

1. Introduction differentiating a bank within the marketplace cannot be overstated

(Ahmed et al., 2017, 2022; Inan et al., 2023). The service quality has
Consumers assume a crucial role in the functioning of business en- been widely esteemed by scholars and researchers in academia and
terprises (Khan & Sharma, 2020; Rahaman et al., 2022a, 2022b). business for the past twenty years. A significant contingent of pro-
Service-oriented industries, such as banking, are closely intertwined with fessionals holds the belief that enhancing the caliber of service has the
a firm's services and, ultimately, its capacity to generate revenue. (Khan, potential to enhance business productivity substantially (Gupta et al.,
Roy, & Pervin, 2022; Raza et al., 2020). Consumers often exhibit a 2021; Liu et al., 2022; Raza et al., 2020; Shi & Shang, 2020; Xin et al.,
discerning and deliberate attitude when evaluating the quality of services 2023).
their respective banks offer. Consequently, retaining customers becomes 2020 ushered in one of the worst crises in human history: a global
a formidable task for banking institutions, posing a significant challenge pandemic caused by a well-known coronavirus. Severe respiratory illness
(Ayinaddis et al., 2023). Banks cannot afford to lose customers, so con- (COVID-19) spread fast worldwide, leading to a global catastrophe and
stant contact with them is in their best interest (Ho & Chow, 2023). One prompting governments to take drastic steps to contain it (Adedoyin &
of the most effective strategies for building positive customer relation- Soykan, 2023; Liu et al., 2020). Therefore, closing schools, non-essential
ships is understanding their needs and delivering satisfactory services stores, and international border crossings helped achieve the desired goal
comprehensively. However, to accomplish this objective, banks must of social isolation (avoiding human interaction). In addition, this has had
consistently strive to improve the quality of their services in various as- far-reaching effects on businesses (including the manufacturing and
pects (Khan, Roy, & Pervin, 2022). The significance of service quality in service industries). The pandemic has exacerbated global supply chain

* Corresponding author. Army Institute of Business Administration (Affiliated to Bangladesh University of Professionals), Savar Cantonment, Dhaka-1344,
Bangladesh.
E-mail addresses: rahatkhan.mrk14@gmail.com (Md.R. Khan), tahura@duet.ac.bd (Most.T. Pervin), mjarif2004@yahoo.com (Md.Z.U. Arif), smkhossain19@gmail.
com (S.M.K. Hossain).

https://doi.org/10.1016/j.igd.2023.100120
Received 20 June 2023; Received in revised form 15 November 2023; Accepted 24 November 2023
Available online 29 December 2023
2949-7531/© 2023 The Author(s). Published by Elsevier B.V. on behalf of Business School, Zhengzhou University. This is an open access article under the CC BY
license (http://creativecommons.org/licenses/by/4.0/).
Md.R. Khan et al. Innovation and Green Development 3 (2024) 100120

issues (Khan, Roy, & Chowdhury, 2022; Khan & Rammal, 2022; Ranney customer faithfulness, which provides banks with a competitive edge.
et al., 2020). This crisis has highlighted the need for the worldwide Hence, earlier research found a long-term link between banks' service
banking industry to place a premium quality on technology-driven green quality and consumer happiness (Bala et al., 2021; Ali et al., 2021). The
financial services, most notably innovative electronic banking services concept of service quality seems to be all, covering both service outputs
(Demirgüç-Kunt et al., 2021; Guang-Wen & Siddik, 2023; Naeem et al., and service performance processes (Ahmed et al., 2017). Following the
2022). pioneering research of Parasuraman et al. (1985), the model of service
Several researchers are examining the impact of banking service and quality has received much attention. The study's findings showed ten
consumer satisfaction during the pandemic (Ҫolak & Oztekin,€ 2021; parameters of service quality assessment and offered a service quality
Long et al., 2022; Yan et al., 2023); credit service and risks in the discrepancy model. They decreased ten parameters of service quality
pandemic situation (Disemadi & Shaleh, 2020; Phan Thi Hang, 2023); assessment to five in 1988. They developed a 22-item questionnaire and
e-banking satisfaction and customer loyalty during pandemic (Indrasari proposed the SERVQUAL paradigm—Parasuraman et al. (1994) state
et al., 2022); consumers' IT adoption and bank performance in pandemic that the SERVQUAL model includes diagnostic properties and some
time (Dadoukis et al., 2021; Naeem & Ozuem, 2021); Islamic banking functional consequences. The parameters of the SERVQUAL model are (i)
and pandemic (Banna et al., 2022; Mansour et al., 2021); banking from Reliability, (ii) Tangibles, (iii) Responsiveness, (iv) Empathy, and (v)
the emerging economy in pandemic time (Barua & Barua, 2021); Assurance (Parasuraman et al., 1994).
pandemic effect from cross country evidence (Shabir et al., 2023);
banking consumer response to payments during pandemic (Kubota et al., 2.1.1. Reliability
2021); physical banking performance in pandemic (Higgs et al., 2022); The term “reliability” denotes the degree of consistency and
financial support to the stakeholders in pandemic (Song et al., 2020; dependability with which a given service operates. (Koay et al., 2022).
Yudaruddin, 2023); M-banking in pandemic (Naeem et al., 2022); The capacity of service delivery personnel and technologies to provide
E-banking in pandemic (Rahi et al., 2022). However, to the best of the the specified services exactly and accurately is referred to as service and
authors' knowledge and investigating the earlier related literature, this is technology reliability. During green service activities, online service
possibly the first attempt by any researchers to explore the impact of platforms and technologies directly contact consumers (Demir et al.,
technology service quality on consumers' banking service and banking 2020). As a result, the effectiveness of green service channels may affect
technology satisfaction during the COVID-19 pandemic, particularly how consumers evaluate the level of service. A study found that more
beyond the scope of mobile banking. Therefore, the authors plan to excellent service reliability among consumers increases consumer service
address the deficiency in the current body of research on baking. Hence, satisfaction (Saad, 2021).
two questions can be raised based on the above-discussed research
phenomena. 2.1.2. Tangibles
The tangibles component is a type of physical tool businesses employ
RQ1. How do the antecedents of technology service quality impact
to produce and carry out tasks. Customers can form an image that they
green banking consumers' service satisfaction during the pandemic?
effortlessly recall based on the supporting technology and the appearance
RQ2. How do the antecedents of technology service quality impact utilized to serve (Balinado et al., 2021). Banking service and technology
green banking consumers' technology satisfaction during the pandemic? tangibility impact consumers' satisfaction (Nambiar et al., 2018).
The study assessed the relationship between technology service
quality and green banking users' service and technology satisfaction 2.1.3. Responsiveness
during the pandemic to address those research questions. The study One of the fundamental aspects of service quality that influences
employed a survey questionnaire to gather data from a purposively customer happiness is responsiveness (Koay et al., 2022). Consumers
selected sample of 355 respondents, which included individuals who may experience a more excellent feeling of security due to the company's
utilize green banking services. This approach was chosen to ensure a and the technology's adherence to their stated preferences during service
comprehensive understanding of the research context (Khan & Hossain, delivery. This provision assures consumers that the service procedure
2021). The study findings show a significant connection between will be conducted professionally and ethically, enhancing customer
banking service quality and service and technology satisfaction during satisfaction, particularly within financial institutions (Johnson & Karley,
the pandemic. Most baking companies have transitioned from physical 2018).
establishments to technology-driven online platforms during the
pandemic. However, it was shown that not all aspects of service quality 2.1.4. Empathy
had a positive connection with users' satisfaction with technology and Empathy comprises a business's and its officials' willingness to
service. The results of this study offer a novel perspective for nations that comprehend the demands and challenges of its consumers, as well as
are susceptible to and yet determined to develop their technology-driven their ability to communicate effectively and receive individualized
innovative green banking strategies through the implementation of attention (Bungatang & Reynel, 2021). A higher degree of consumer
technology adoption, particularly in crises such as a pandemic. satisfaction will result from improved services. Empathy strongly impacts
The research was divided into several sections, one dedicated to consumer satisfaction since, without it, consumers will continue to be
conducting a literature analysis. The methodology employed in the unsatisfied with the quality of the services they receive (Balinado et al.,
research was expounded upon in the third section. Subsequently, the 2021). Empathy in banking services and technology positively impacts
fourth segment explicated the examination, discoveries, and discourse of consumers' satisfaction (Nambiar et al., 2018).
the outcomes, and ultimately, the concluding section culminated with a
summary and inference, encompassing constraints as well as the future 2.1.5. Assurance
trajectory of said inquiry. In the service sector, “assurance” denotes employees' expertise,
politeness, and capacity to inspire confidence (Koay et al., 2022).
2. Literature review Depending on how quickly and correctly they receive service, consumers
assess the assurance's level of quality. Consumers expect service pro-
2.1. Banking service quality and its components viders to deliver their orders precisely and on schedule. It is also crucial
to ensure that there are no unstated fees and that the prices are fair and
Quality of service is critical in the banking business for increasing the acceptable. Consumers are often more likely to feel confident when they
consumers' happiness. Excellent ties between banks and consumers foster get the specific services they desire (Balinado et al., 2021). The assurance

2
Md.R. Khan et al. Innovation and Green Development 3 (2024) 100120

regarding the use of technology in green baking services significantly H1a. The reliability dimension significantly impacts green banking
impacts consumer satisfaction. (Kesharwani, 2020). consumers' service satisfaction during the pandemic.
H1b. The tangibles dimension significantly impacts green banking
2.2. Banking during the pandemic
consumers' service satisfaction during the pandemic.
The global pandemic has significantly altered the organizational H1c. The responsiveness dimension significantly impacts green
framework of businesses (Khan, Roy, & Chowdhury, 2022). The banking consumers' service satisfaction during the pandemic.
pandemic has brought about a noticeable shift in organizational and
H1d. The empathy dimension significantly impacts green banking
societal contexts (Khan & Arif, 2023b). Specifically, there has been a
consumers' service satisfaction during the pandemic.
transition from traditional physical business operations and interactions
towards contactless alternatives, particularly in green banking (Rahi H1e. The assurance dimension significantly impacts green banking
et al., 2022). The World Health Organization has issued recommenda- consumers' service satisfaction during the pandemic.
tions advocating for social distancing and contact-free engagement as
effective measures to limit the spreading of the coronavirus (Khan &
2.4. Technology service quality and green banking technology satisfaction
Rammal, 2022). In the meantime, a contactless environment has enabled
banking services to expand in the banking technology industry (Alarifi &
The availability of innovative green services and technology has
Husain, 2023). Green financing systems allow consumers to comply with
empowered green consumers to obtain provisions without requiring
social distancing protocols during the pandemic by delivering critical
direct assistance from service personnel (Bhatnagr & Rajesh, 2023; Khan
capabilities that do not need physical touch (Abbas et al., 2023).
& Pervin, 2022). Technology service organizations provide many bene-
Therefore, current research investigates the technology service quality of
fits, including technology innovation, improved customer experience,
green development in banking that boosts consumers' green baking ser-
and decreased personnel costs supporting green development and inno-
vice and technology satisfaction during the pandemic. Green banking
vation. (Abbas et al., 2023; Maheshwari & Chatnani, 2023). ATMs,
platforms are an alternate banking avenue in the financial industry
internet banking, mobile banking, and online buying are the most pop-
compared to conventional banking services.
ular banking technologies (Iqbal et al., 2017). In today's dynamic
However, the intricate nature of green banking has been brought
marketplace, bank functions rely highly on current information and
about by sharp networking systems and the constant evolution of
telecommunication technology. The Internet connection has grown
banking technology and software (Rahi et al., 2022). Despite the rapid
substantially because of fiber optics and CPUs, making banking processes
advancements in technology, the green banking sector has experienced a
smoother and faster (Meuter et al., 2000).
need for significant development in consumer satisfaction from both the
Similarly, with the mobile network, the Smartphone and subsequent
banking service and technology perspective (Alchuban et al., 2022).
generations of communications (1G-5G) have revolutionized online
Previous research has indicated a need for more significant attention to
dealings (Prasadh & Suresh, 2016). As a result, technology significantly
banking technology service quality (De Leon et al., 2020; Ganguli & Roy,
impacts the banking industry, particularly in providing excellent services
2011; Tam, 2023). Hence, it is imperative to investigate the impact of
to consumers (Khan & Arif, 2023a). The banking sector is pushed to
technology service quality on consumer satisfaction from green devel-
implement technology procedures and integrate everyday business laws
opment and innovation in the banking business perspective.
locally and globally (Ahmed et al., 2017). Therefore, a hypothesis related
to the technology service quality and five sub-hypotheses related to the
2.3. Technology service quality and green banking service satisfaction
five dimensions of the SERVQUAL model regarding technology satis-
faction can be drawn from the above discussion.
Currently, the subject of utmost importance in marketing research is
the contentment of consumers (Hammoud et al., 2018). It typically es- H2. The banking technology service quality significantly impacts green
tablishes a linkage between antecedent processes of a transaction and banking consumers' technology satisfaction during the pandemic.
subsequent post-purchase behaviors, encompassing alterations in atti-
H2a. The reliability of the banking technology service dimension
tudes, recurrent purchases, and allegiance to a brand (Back & Parks,
significantly impacts consumers' technology satisfaction during the
2003). Customers experience a sense of contentment when they evaluate
pandemic.
the actual quality of a product or service against their initial expectations
(Fullerton & Taylor, 2015). As per this notion, individuals are more likely H2b. The tangibles of the banking technology service dimension
to opt for positive dissonance than negative dissonance. The deduction significantly impact consumers' technology satisfaction during the
mentioned above is considered relative as it entails comparing subjec- pandemic.
tivity and a reference point or initial standard of comparison (Bressolles
H2c. The responsiveness of the banking technology service dimension
et al., 2014). Green service satisfaction refers to the evaluation conducted
significantly impacts consumers' technology satisfaction during the
by customers on their interactions with technology and their level of
pandemic.
satisfaction with conventional customer service methods (Bhatnagr &
Rajesh, 2023). H2d. The empathy of the banking technology service dimension
Similarly, Anderson and Srinivasan (2003) defined green service significantly impacts consumers' technology satisfaction during the
satisfaction as the consumer's pleasure with his or her previous purchase pandemic.
experience with a particular e-commerce. Service quality, such as prod-
H2e. The assurance of the banking technology service dimension
uct variety, tangibles, response, interactivity, and stability, substantially
significantly impacts consumers' technology satisfaction during the
influences green business consumers' happiness (Jeong & Lee, 2010).
pandemic.
How a service is delivered through technologies and quality is crucial in
Based on the mentioned hypotheses and sub-hypotheses, the
enhancing consumer satisfaction (Amin, 2016). Hence, the above dis-
following conceptual framework can be drawn in Fig. 1.
cussion can draw a hypothesis related to technology service quality and
five sub-hypotheses related to the five dimensions of the SERVQUAL
3. Methodology
model regarding service satisfaction.
H1. The technology service quality has significantly impacted green The empirical research used data from private commercial bank
banking consumers' service satisfaction during the pandemic. customers in Bangladesh during the pandemic.

3
Md.R. Khan et al. Innovation and Green Development 3 (2024) 100120

Fig. 1. Proposed conceptual framework of the research. *note: BSS ¼ green banking consumers' service satisfaction, BTS ¼ green banking consumers' technology
satisfaction.
*Source: Authors' compilation from (Kesharwani, 2020; Nambiar et al., 2018)

3.1. Participants and selection criteria the case of consumers' education level, (n ¼ 33; 9.3%) of the consumers
had up to higher secondary or less level of education and (n ¼ 216;
As of June 2020, 132.4 million people had deposit accounts in 60.9%) had a bachelor's level and (n ¼ 106; 29.8%) of the respondents
different banks in Bangladesh. In addition, 114.051 million users also were having Master or above the level of education standard.
used green banking services (Khan, Rana, & Hosen, 2022; The Business In comparison to the banks, most of the consumers were taking their
Standard, 2022). Due to the large sample, appropriate statistical infor- banking services from Dutch Bangla Bank Ltd. (n ¼ 159; 44.8%), and the
mation from good sources, and the pandemic circumstances, 500 par- rest of the consumers were found from Bank Asia Ltd., BRAC Bank Ltd.,
ticipants were targeted using purposive sample techniques via social City Bank BD Ltd., Islami Bank BD Ltd., Southeast Bank BD Ltd, Trust
media sites to acquire the essential data (Khan & Hossain, 2021). The Bank Ltd., and Standard Chartered Bank Bangladesh Ltd.
Raosoft sample measurement calculator (http://www.raosoft.
com/samplesize.html) was used to calculate the sampling quantity. The 3.2. Item development and measurement techniques
rationale for the sampling selection and the enormous population were
uncertain (Iacobucci, 2010). Nevertheless, Dhaka was chosen as the A questionnaire with a structured format was created by utilizing the
research region since it is the country's capital and has a big congregation dimensions of the service quality items (Parasuraman et al., 1985) and
of the intended demographic (Khan et al., 2017; Khan & Roy, 2023; conducting a thorough review of relevant literature. The survey was
Pervin & Khan, 2022). Only 355 data (71.00 % of responses were divided into two distinct sections. The initial segment of the study
received) were determined adequate to pursue the study after data encompassed demographic data, whereas the subsequent segment
collection. Table 1 provides an overview of the research respondents' encompassed components related to model measurement. A five-point
demographic data. Most respondents were male (n ¼ 324; 91.3%) and Likert scale was developed, where a score of one represents strong
female (n ¼ 31; 8.7%). In Bangladeshi banking, females interact less than disagreement and a score of five represents strong agreement. (Khan
males (Uddin et al., 2023). After that, the majority of the consumers who et al., 2018). The research identified 22 factors falling within the tech-
had taken their banking services from their respective banks for less than nology service quality dimensions, five factors within the realm of green
five years (n ¼ 145; 40.8%), then 5–10 years (n ¼ 123; 34.7%), and more banking consumers' banking service satisfaction, and three factors about
than 10 years of service engagements were found as (n ¼ 87; 24.5%). In consumers' banking technology satisfaction (Parasuraman et al., 1985;

Table 1
Demographic summary.
Variables Category Frequency (n ¼ 355) Percentage (%) Cumulative percent

Gender Male 324 91.3 91.3

Female 31 8.7 100.0
Service Period Less than 5 Years 145 40.8 50.2
5–10 Years 123 34.7 89.5
Above 10 Years 87 24.5 100.0
Up to Higher Secondary 33 9.3 28.4
Education Bachelor degree 216 60.9 46.8
Master and above 106 29.8 100.0
Bank Dutch Bangla Bank Ltd. 159 44.8 44.8
Bank Asia Ltd. 35 9.8 54.6
BRAC Bank Ltd. 41 11.5 66.1
City Bank BD Ltd. 23 6.5 72.6
Islami Bank BD Ltd. 28 7.9 80.5
Southeast Bank BD Ltd 31 8.7 89.2
Trust Bank 22 6.2 95.4
SCB BD Ltd. 16 4.6 100.0

Source: Authors' calculation

4
Md.R. Khan et al. Innovation and Green Development 3 (2024) 100120

Amin, 2016). The formatted questionnaire (Table 2) was distributed to indicators met the recommended threshold level proposed and imple-
the respondents. (Naslund et al., 2019). MS Excel (Version 2007), SPSS mented by Aditjandra et al. (2012).
(Version 22), and SPSS AMOS (Version 23) application software were Table 4 presents a comprehensive summary of the validity and reli-
used to evaluate the data. To execute and evaluate the suggested model, ability analysis, encompassing the item codes, factor loading, Composite
an EFA (exploratory factors analysis), a CFA (confirmatory factor anal- reliability, and Cronbach's alpha. In order to assess the proposed model,
ysis), and structural equation modeling (SEM) were used (Al Ahad & the investigation initially employed exploratory factor analysis (EFA) to
Khan, 2020). establish its construct validity. Subsequently, confirmatory factor anal-
ysis (CFA) was conducted to verify the model. Notably, all the factors
4. Analysis and discussion generated by EFA were retained as they exhibited robust factor loads
(refer to Table 4) exceeding 0.60 (Chatterjee & Kar, 2020).
4.1. Model measurement, fit indices, validity, and reliability
4.2. Results from analysis
The investigation employed structural equation modeling (SEM)
analysis to evaluate the efficacy of two distinct models. The suitability of The research identified seven components and thirty categorical
the technology service quality and the proposed research framework questions (item). The study of literature provided a conceptual model
were determined for the study. The model summary of technology ser- developing two hypotheses and ten sub-hypotheses. The conceptual
vice quality and the proposed model, as presented in Table 3, elucidated model has been validated with the help of SEM analysis utilized by SPSS
that all the model fit indicators, including χ2/df, NFI, CFI, AGFI, GFI, TLI, AMOS (V, 23). After validation, it appears that out of two hypotheses and
and RMSEA, met the threshold level as per the established criteria (Hair ten sub-hypotheses, three sub-hypotheses (H2a, H2c, and H2d) have not
et al., 2010; Khan et al., 2019). The proposed research framework was been supported, that is, the impact of reliability, responsiveness, and
tested using the “Estimate means and intercepts” method due to the empathy dimension of the technology service quality on green banking
absence of specific data from BSS and BTS. As a result, the model was consumers' technology satisfaction (BTS) during the pandemic crisis have
unable to compute GFI and AGFI. Nevertheless, the remaining fitness not been supported. The estimation of coefficients of the determinant

Table 2
Measurement items.
Variables Item Code Items Source

Reliability RD-1 Promise to do something by a certain time Parasuraman et al., 1985; Parasuraman et al., 1994;
RD-2 Sincere in consumer problem-solving. Nambiar et al., 2018; Kesharwani, 2020
RD-3 Perform the service right the first time.
RD-4 Green service promise.
RD-5 Insist on error-free online records.
Tangibles TD-1 Modern-looking green equipment
TD-2 Physical green service facilities
TD-3 Tech-savvy Employees
TD-4 Materials associated with the green service
Responsiveness RSD-1 Know when services will be performed
RSD-2 Prompt service to customers
RSD-3 Always be willing to help customers.
RSD-4 Never too busy to respond to customers' requests
Assurance AD-1 Instill confidence in customers
AD-2 Customers feel safe in the online transaction.
AD-3 Consistently courteous with customers
AD-4 Knowledge to answer customers' questions
Empathy ED-1 Give customers individual attention
ED-2 Convenient operating features for all their customers
ED-3 Give customers personal attention.
ED-4 Customer's best interests at heart
ED-5 Understand the specific needs of their customers.
Bank's Service Satisfaction BSS-1 Satisfied with the green banking services Zavareh et al., 2012; Mathew et al., 2020
BSS-2 Satisfied with the service time
BSS-3 Satisfied with records keeping
BSS-4 Satisfied with the quick service to my request
BSS-5 Satisfied in online transactions
Banking Technology Satisfaction BTS-1 Satisfied with modern-looking green equipment Liebana-Cabanillas et al., 2013; Ramesh et al., 2020
BTS-2 Satisfied with the green feature facilities
BTS-3 Satisfied with the technologies associated
with the green service

Table 3
SEM model fit summary.
Model χ2 df Sig. χ2/df NFI CFI AGFI GFI TLI RMSEA

SERVQUAL 459.741 195 .000 2.358 .930 .958 .864 .895 .950 .062
Research Model 910.899 385 .000 2.366 .881 .927 .821 .867 .912 .062

*Note: χ2 ¼ Chi Square; df ¼ Degree of freedom; NFI ¼ Normed Fit Index; CFI ¼ Comparative Fit Index.
AGFI ¼ Adjusted Goodness of Fit Index; GFI ¼ Goodness of Fit Index; TLI ¼ Tucker-Lewis Index.
RMSEA ¼ Root Mean Square Error of Approximation.
Source: Authors' SPSS AMOS output.

5
Md.R. Khan et al. Innovation and Green Development 3 (2024) 100120

Table 4 developed sub-hypotheses, three sub-hypotheses (H2a, H2c, and H2d) did
Summary of EFA and CFA outcomes. not receive support. Specifically, the impact of technology service qual-
Variables Item Code EFA CFA ity's reliability, responsiveness, and empathy dimensions on consumers'
banking technology satisfaction (BTS) during the pandemic crisis was not
Factor α Factor CR
loading loading supported. The analysis of the determinant coefficients (R2) indicates
that the dimensions of reliability, tangibles, responsiveness, empathy,
Reliability RD-1 .755 0.915 .80 0.916
RD-2 .815 .85
and assurance in the technology service quality model can account for
RD-3 .797 .83 26% of the variance in green banking consumers with banking technol-
RD-4 .814 .86 ogy (BTS), as evidenced by the coefficient of determination of 0.26 (R2).
RD-5 .794 .80 Among the independent variables of reliability, tangibles, responsive-
Tangibles TD-1 .771 0.752 .83 0.900
ness, empathy, and assurance, the assurance variable has the most sig-
TD-2 .755 .81
TD-3 .755 .82 nificant impact on BTS (H2e). The path coefficient of 0.301 supports the
TD-4 .721 .87 following, demonstrating statistical significance at a significance level of
Responsiveness RSD-1 .782 0.861 .80 0.868 P < 0.01. The impact of empathy on BTS (H2d) is deemed to be minimal,
RSD-2 .802 .83 as evidenced by the path coefficient of 0.162 and the insignificant level
RSD-3 .810 .84
RSD-4 .686 .68
of significance at ns (p > 0.05). Thus, hypothesis H2d has not yielded
Assurance AD-1 .708 0.862 .69 0.858 significant results nor been supported. Again, the analysis of the deter-
AD-2 .801 .79 minant coefficients (R2) indicates that the dimensions of reliability,
AD-3 .816 .81 tangibles, responsiveness, empathy, and assurance in the technology
AD-4 .810 .81
service quality model can account for 30.5% of the variance in green
Empathy ED-1 .793 0.912 .83 0.923
ED-2 .755 .88 banking consumers' satisfaction with banking services (BSS), as evi-
ED-3 .776 .86 denced by the coefficient of determination of 0.305 (R2). Among the
ED-4 .812 .84 independent variables of reliability, tangibles, responsiveness, empathy,
ED-5 .776 .79 and assurance, the assurance variable has the most significant impact on
BSS BSS-1 .693 0.726 .68 0.819
BSS-2 .711 .81
BTS (H1e). A statistically significant path coefficient of 0.567, with a
BSS-3 .687 .60 significance level of P < 0.001, provides empirical evidence for this
BSS-4 .660 .72 claim. The path coefficient for the influence of empathy on BTS (H1d) is
BSS-5 .611 .63 0.350, indicating a low level of influence. This coefficient is statistically
BTS BTS-1 .618 0.771 .65 0.683
significant at the level of P < 0.001. It can be inferred that managing
BTS-2 .711 .67
BTS-3 .638 .62 green banking consumers' technology satisfaction (BTS) in Bangladesh's
banking sector is suboptimal. Banking technologies that are weak or
Note: Composite reliability ¼ CR; Cronbach's alpha ¼ α
inadequate often fail to fully leverage the potential of green banking
*Source: Authors'
consumers' satisfaction with banking services. It is recommended that
practitioners focus their attention on this particular issue.
(R2) reveals that the reliability, tangibles, responsiveness, empathy, and
assurance dimension of the technology service quality can explain and 4.3. Discussion of the results
interpret green banking consumers' technology satisfaction (BTS) to the
tune of 26% since the concerned coefficient of the determinant is 0.26 Two main hypotheses and ten sub-hypotheses were developed based
(R2). Out of all these independent variables (reliability, tangibles, on the technology service quality (with the help of the service quality
responsiveness, empathy, and assurance), the impact of assurance on BTS model) on green banking consumers' service and technology satisfaction
(H2e) is the highest since the magnitude of the concerned path coefficient (Kesharwani, 2020; Nambiar et al., 2018). The phenomenon and context
is 0.301 with the level of significance **(P < 0.01). The influence of of the study were selected as the Bangladeshi green banking orientation
empathy on BTS (H2d) is the lowest as the concerned path coefficient is during the lethal infectious disease like COVID-19. The suggested model
0.162 with significance level ns (p > 0.05). As such, this hypothesis result is disclosed in Table 5, and Fig. 2 displays the standardized path
(H2d) is not significant, and the concerned hypothesis has not been parameters for the SEM generated by SPSS (AMOS). The conceptual
supported. Again, the estimation of coefficients of the determinant (R2) model fit indices are shown in Table 3. The study result demonstrated
reveals that the reliability, tangibles, responsiveness, empathy, and that the technology service quality model significantly positively impacts
assurance dimension of the technology service quality can explain and consumer green banking service satisfaction during the pandemic. That
interpret green banking consumers' service satisfaction (BSS) to the tune means during the pandemic, green development and innovation in
of 30.5% since the concerned coefficient of the determinant is 0.305 (R2). banking were a crying need for the Bangladeshi banking sector. Ban-
Out of all these independent variables (reliability, tangibles, respon- gladeshi banking users believed that if their respective banks maintained
siveness, empathy, and assurance), the impact of assurance on BTS (H1e) green technology development and innovation in banking service quality
is the highest since the magnitude of the concerned path coefficient is during any catastrophe like COVID-19, they would be happy to take
0.567 with the level of significance ***(P < 0.001). The influence of banking services. The study outcomes supported the earlier study on
empathy on BTS (H1d) is the lowest as the concerned path coefficient is sustainable banking through green technology innovation and develop-
0.350 with significance ***(P < 0.001). Presumably, for the banking ment in banking services (Amin, 2016; Kayeser Fatima & Abdur Razza-
technologies in Bangladesh, handling green banking consumers' tech- que, 2014; Rod et al., 2009; Sasono et al., 2021).
nology satisfaction (BTS) is poor. Weak or inadequate banking technol- Subsequently, in the case of five technology service quality di-
ogies rarely utilize the full potential of consumers' satisfaction with mensions, the study found that the reliability, tangibles, responsiveness,
banking services. Practitioners should concentrate on this problem. empathy, and assurance dimensions of the technology service quality
The study delineated seven distinct constituents and thirty categorical model were found to have a significant impact on green banking con-
inquiries. Examining literary works resulted in formulating a conceptual sumers' service satisfaction during the pandemic crisis. Those outcomes
framework that generated a pair of primary and ten subsidiary hypoth- also supported the earlier findings (Haq & Awan, 2020; Khan et al., 2023;
eses. The SEM analysis conducted through SPSS AMOS (version 23) has Mwiya et al., 2022) and aligned with the urge for green technology
been utilized to validate the conceptual model. Upon validation, it has innovation and development in several service dimensions. However, the
been determined that out of the two hypotheses and ten conceptually responsiveness dimension of banking technology service, such as the

6
Md.R. Khan et al. Innovation and Green Development 3 (2024) 100120

Table 5
Hypotheses testing with Result (SEM).
Relationship Coefficient p-value Results

H1: Tech. Service quality →E-Consumers' Green Banking Service Satisfaction 0.349 .000 Supported
H1a: Reliability→E-Consumers’ Green Banking Service Satisfaction 0.190 .007 Supported
H1b: Tangibles→E-Consumers’ Green Banking Service Satisfaction 0.115 .017 Supported
H1c: Responsiveness→E-Consumers’ Green Banking Service Satisfaction 0.154 .043 Supported
H1d: Empathy→E-Consumers’ Green Banking Service Satisfaction 0.350 .000 Supported
H1e: Assurance→E-Consumers’ Green Banking Service Satisfaction 0.567 .000 Supported
H2: Tech. Service quality →E-Consumers' Green Banking Tech. Satisfaction 0.481 .000 Supported
H2a: Reliability→E-Consumers’ Banking Technology Satisfaction 0.152 .068 Not Supported
H2b: Tangibles→E-Consumers’ Banking Technology Satisfaction 0.150 .009 Supported
H2c: Responsiveness→E-Consumers’ Banking Technology Satisfaction 0.054 .550 Not Supported
H2d: Empathy→E-Consumers’ Banking Technology Satisfaction 0.162 .056 Not Supported
H2e: Assurance→E-Consumers’ Banking Technology Satisfaction 0.301 .002 Supported

Notes: Parameter estimation significant at p < 0.001; 0.01; 0.05.

Source: Authors'

Fig. 2. SEM Flowchart and results of SERVQUAL and Research Model.

Source: Authors'

capacity to assist and respond to consumer demands, empathy, person- as personalized care, attention, as well as services offered by the banks)
alized care attention, and services offered by the banks during the dimensions during the crisis were not statistically significantly related to
pandemic crisis, was negatively related to green banking consumers' the green banking consumers' service satisfaction. From the green
service satisfaction. This outcome relates to the earlier results (Jamal & banking consumers' banking service satisfaction findings, the banks need
Naser, 2002; Theodorakis et al., 2001) and urges green technology to work on the above three dimensions for their consumers' positive
innovation and development in the responsiveness dimension. satisfaction (Parasuraman et al., 1994) and urge green technology
From the banking consumers' technology service satisfaction findings, innovation and development in the reliability, responsiveness, and
the banks need to work on the above dimensions for their green banking empathy dimension.
consumers' positive satisfaction (Parasuraman et al., 1994). Such out- There was an indication from the earlier service quality and consumer
comes support the previous findings of (Agnihotri et al., 2016; Jameel satisfaction literature (Ahmed et al., 2017; Fullerton & Taylor, 2015;
et al., 2021) and reverse the earlier result of (Kashkoli et al., 2017). Prasadh & Suresh, 2016; Meuter et al., 2000) that a significant connec-
The study's findings indicate that the technology service quality tion may be found in business technology service quality and customer
model has a noteworthy and favorable influence on the level of satis- technology and service satisfaction. The study's findings are bridging the
faction of green banking consumers with banking technology during the literature gap in the banking sector, and outcomes prove that technology
pandemic. Bangladeshi green banking users believe they would be service quality significantly impacts banking consumers' service and
delighted with banking technology satisfaction if their bank provided technology satisfaction. Like the other business industries, the banking
developed and innovative banking technology-based services during sector struggles to gain consumer satisfaction in several service quality
such a crisis. The study's findings are consistent with the previous dimensions aspects. Consequently, technology service quality di-
research (Harun, 2023; Khan et al., 2021; Li et al., 2021) and reverse the mensions such as reliability, responsiveness, and empathy failed to prove
outcome of (Rasli et al., 2011). The study identified that the reliability, the relation or even negatively relate with the provided service quality.
tangibles, responsiveness, empathy, and assurance dimensions of the That might support the argument that consumers were bound to take the
technology service quality model were found to have some impact on innovative green banking platform due to the pandemic situation, and
consumers' green banking technology satisfaction during the pandemic. the same thing may happen to countries who have similar patterns of
However, the reliability, responsiveness, and empathy dimensions were green banking services and technology platforms across the globe
not statistically significant. This outcome aligns with the outcomes of (Iberahim et al., 2016; Kaur et al., 2021; Purba et al., 2021). Therefore,
(Rasli et al., 2011) and reverses the outcomes of (Li et al., 2021; Narteh, the findings of this research will enhance the existing literature on green
2015). That means, apart from the other two technology service quality banking and the urge for innovative and developed green banging
dimensions (which were positively significant), reliability (like the technology towards users green banking service and technology satis-
capability to carry out services accurately), responsiveness (such as the faction, which has been previously explored by scholars (Amin, 2016;
capacity to assist and respond to consumer demands), and empathy (such Hossain et al., 2018; Sasono et al., 2021; Li et al., 2021).

7
Md.R. Khan et al. Innovation and Green Development 3 (2024) 100120

5. Implications and concluding remarks Ethics approval and consent to participate

It is now more challenging than ever for banks to work at the best Not applicable.
service quality based on traditional banking service platforms, as the
pandemic has substantially altered demand and disrupted supply chains.
Failure to perform so would jeopardize the quality of banking services, Declaration of competing interest
particularly for a nation like Bangladesh, which is still working to provide
the critical foundation for emerging and innovative green banking ser- The authors declare that they have no known competing financial
vices. This study tried to learn about consumer satisfaction by availing interests or personal relationships that could have appeared to influence
themselves of banking services and technology during the pandemic. The the work reported in this paper.
research revealed a significant and positive correlation between the
quality of service and customer satisfaction, as well as the quality of Acknowledgement
banking technology and customer satisfaction. The most important lim-
itation of the study was that it had trouble gathering data. During the First, we thank the Almighty, who endowed us with abilities and
outbreak, maintaining an interpersonal obstacle was critical, and many knowledge. We also thank everyone who participated in the study,
customers of banks lacked the necessary level of technological expertise. including anonymous reviewers and the journal team.
Another crucial issue concerned the availability of research funds.
Because of these constraints, the researchers could not collect significant References
data sizes nationwide. Despite these constraints, the outcomes of this
research have good implications from both the Management and theo- Abbas, J., Balsalobre-Lorente, D., Amjid, M. A., Al-Sulaiti, K., Al-Sulaiti, I., & Aldereai, O.
retical perspectives. Bangladesh has great potential in the banking sector, (2023). Financial innovation and digitalization promote business growth: The
interplay of green technology innovation, product market competition and firm
and such findings will enable the banking policymakers to establish the performance. Innovation and Green Development, 3(1), 100111.
basis of tech maturity and diffusion in the banking sector along with its Adedoyin, O. B., & Soykan, E. (2023). Covid-19 pandemic and online learning: The
contribution to economic development. The practical implications of the challenges and opportunities. Interactive Learning Environments, 31(2), 863–875.
Aditjandra, P. T., Cao, X. J., & Mulley, C. (2012). Understanding neighbourhood design
research may involve developing and formulating innovative service impact on travel behaviour: An application of structural equations model to a British
marketing and technology-driven innovative green banking strategies metropolitan data. Transportation Research Part A: Policy and Practice, 46(1), 22–32.
and policy-making for enhancing e-consumption satisfaction in banks' Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2016). Social media: Influencing
customer satisfaction in B2B sales. Industrial Marketing Management, 53, 172–180.
green development during a natural disaster such as the COVID-19 Ahmed, S., Mohiuddin, M., Rahman, M., Tarique, K. M., & Azim, M. (2022). The impact of
pandemic. Moreover, banking users may encounter challenges arising islamic shariah compliance on customer satisfaction in islamic banking services:
from two possible factors: banking service and technology service qual- Mediating role of service quality. Journal of Islamic Marketing, 13(9), 1829–1842.

Ahmed, R. R., Vveinhardt, J., Streimikien _ D., Ashraf, M., & Channar, Z. A. (2017).
e,
ity. Regarding both service perspectives, banks can effectively resolve Modified SERVQUAL model and effects of customer attitude and technology on
such issues to enhance innovative and developed green banking tech- customer satisfaction in banking industry: Mediation, moderation and conditional
nology. The identified green banking service and technology service process analysis. Journal of Business Economics and Management, 18(5), 974–1004.
Al Ahad, A., & Khan, M. R. (2020). Exploring the mediating effect of demographic
quality and satisfaction model can be classified within the green banking
attributes on the relationship between employee engagement and organizational
and marketing domain, specifically, green banking, green technology, citizenship behavior. International Journal of Management and Sustainability, 9(1),
green service marketing and development, and consumer behavior. This 11–23.
categorization is based on theoretical considerations. Furthermore, the Alarifi, A. A., & Husain, K. S. (2023). The influence of internet banking services quality on
e-customers' satisfaction of Saudi banks: Comparison study before and during COVID-
technology service quality model can be applied to the intersection of 19. International Journal of Quality & Reliability Management, 40(2), 496–516.
green banking development, technology development and innovation, Alchuban, M., Hamdan, A., & Fadhul, S. M. (2022). The usage of financial technology
and consumer psychology within banking services. Future investigations payments during the pandemic of covid-19. Future of Organizations and Work After the
4th Industrial Revolution: The Role of Artificial Intelligence, Big Data, Automation, and
could incorporate comprehensive technology-driven green development Robotics, 427–441.
in banking services based on variables like cloud services, e-brand loy- Amin, M. (2016). Internet banking service quality and its implication on e-customer
alty, e-security, and trustworthiness. The selected relationships will be satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3),
280–306.
tested with mediation and moderation of brand loyalty and trust. Such Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency
research can be conducted on government commercial banks compared framework. Psychology and Marketing, 20(2), 123–138.
to private commercial banks in Bangladesh or across the globe. Several Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the effect of electronic
banking service quality on customer satisfaction and loyalty: An implication for
demographic variables, such as gender, age, education level, and length technological innovation. Journal of Innovation and Entrepreneurship, 12(1), 22.
of service, can be employed as mediators within the proposed and vali- Back, K. J., & Parks, S. C. (2003). A brand loyalty model involving cognitive, affective,
dated research framework. and conative brand loyalty and customer satisfaction. Journal of Hospitality & Tourism
Research, 27(4), 419–435.
Bala, T., Jahan, I., Al Amin, M., Tanin, M. H., Islam, M. F., Rahman, M. M., & Khatun, T.
Availability of data and material (2021). Service quality and customer satisfaction of mobile banking during covid-19
lockdown; evidence from rural area of Bangladesh. Open Journal of Business and
Management, 9(5), 2329–2357.
The study used the primary data from the participants held accounts Balinado, J. R., Prasetyo, Y. T., Young, M. N., Persada, S. F., Miraja, B. A., &
with private commercial banks in Dhaka, Bangladesh. Redi, A. A. N. P. (2021). The effect of service quality on customer satisfaction in an
automotive after-sales service. Journal of Open Innovation: Technology, Market, and
Complexity, 7(2), 116.
Funding Banna, H., Hassan, M. K., Ahmad, R., & Alam, M. R. (2022). Islamic banking stability
amidst the COVID-19 pandemic: The role of digital financial inclusion. International
Journal of Islamic and Middle Eastern Finance and Management, 15(2), 310–330.
This research work doesn't have any funding so this Funding option is Barua, B., & Barua, S. (2021). COVID-19 implications for banks: Evidence from an
not applicable for this manuscript. emerging economy. SN Business & Economics, 1, 1–28.
Bhatnagr, P., & Rajesh, A. (2023). Neobanking adoption–An integrated UTAUT-3,
perceived risk and recommendation model. South Asian Journal of Marketing. https://
Authors' contributions doi.org/10.1108/SAJM-06-2022-0040
Bressolles, G., Durrieu, F., & Senecal, S. (2014). A consumer typology based on e-service
The authors conjointly prepared the conceptual based of the paper quality and e-satisfaction. Journal of Retailing and Consumer Services, 21(6), 889–896.
Bungatang, B., & Reynel, R. (2021). The effect of service quality elements on customer
along with abstract, methodology, analysis, and interpretation, ending satisfaction. Golden Ratio of Marketing and Applied Psychology of Business, 1(2),
notes etc. and fine tune the whole. 107–118.

8
Md.R. Khan et al. Innovation and Green Development 3 (2024) 100120

Chatterjee, S., & Kar, A. K. (2020). Why do small and medium enterprises use social media Kesharwani, S. (2020). E-service quality in banking industry-A review. Global Journal of
marketing and what is the impact: Empirical insights from India. International Journal Enterprise Information System, 12(2), 111–118.
of Information Management, 53, 102103. Khan, M. R., & Arif, M. Z. U. (2023a). Systematic review of disruptive innovation (DI)
€
Ҫolak, G., & Oztekin, € (2021). The impact of COVID-19 pandemic on bank lending
O. research in agriculture and future direction of research. Telematics and Informatics
around the world. Journal of Banking & Finance, 133, 106207. Reports, 100079.
Dadoukis, A., Fiaschetti, M., & Fusi, G. (2021). IT adoption and bank performance during Khan, M. R., & Arif, M. Z. U. (2023b). Operational efficiency through disruptive
the Covid-19 pandemic. Economics Letters, 204, 109904. innovation in dairy business: Evidence from an emerging economy. International
De Leon, M. V., Atienza, R. P., & Susilo, D. (2020). Influence of self-service technology Journal of Productivity and Quality Management. https://doi.org/10.1504/
(SST) service quality dimensions as a second-order factor on perceived value and IJPQM.2023.10058494 (Ahead of Print).
customer satisfaction in a mobile banking application. Cogent Business & Management, Khan, F. N., Arshad, M. U., & Munir, M. (2023). Impact of e-service quality on e-loyalty of
7(1), Article 1794241. online banking customers in Pakistan during the covid-19 pandemic: Mediating role
Demirgüç-Kunt, A., Pedraza, A., & Ruiz-Ortega, C. (2021). Banking sector performance of e-satisfaction. Future Business Journal, 9(1), 23.
during the COVID-19 crisis. Journal of Banking & Finance, 133, Article 106305. Khan, M. R., Hossain, S. K., Ashraf, E., & Arafin, M. (2017). Measuring CPI-W and
Demir, A., Maroof, L., Khan, N. U. S., & Ali, B. J. (2020). The role of E-service quality in its substitution bias as an evidence of price inflation for maid servants in Dhaka
shaping online meeting platforms: A case study from higher education sector. Journal City. International Journal of Entrepreneurship and Development Studies, 4(3),
of Applied Research in Higher Education, 13(5), 1436–1463. 265–284.
Disemadi, H. S., & Shaleh, A. I. (2020). Banking credit restructuring policy amid COVID- Khan, A. G., Lima, R. P., & Mahmud, M. S. (2021). Understanding the service quality and
19 pandemic in Indonesia. Jurnal Inovasi Ekonomi, 5(2). customer satisfaction of mobile banking in Bangladesh: Using a structural equation
Fullerton, G., & Taylor, S. (2015). Dissatisfaction and violation: Two distinct model. Global Business Review, 22(1), 85–100.
consequences of the wait experience. Journal of Service Theory and Practice, 25(1), Khan, M. R., & Pervin, M. T. (2022). Technology disruption and its application in
31–50. organizational management theories: A case study on toyota Motor corporation.
Ganguli, S., & Roy, S. K. (2011). Generic technology-based service quality dimensions in International Journal of Services and Operations Management, 1(1), 1–23. https://
banking: Impact on customer satisfaction and loyalty. International Journal of Bank doi.org/10.1504/IJSOM.2022.10050347
Marketing, 29(2), 168–189. Khan, M. R., & Rammal, H. G. (2022). The role of trade unions in promoting CSR in
Guang-Wen, Z., & Siddik, A. B. (2023). The effect of fintech adoption on green finance Bangladesh's ready-made garments sector: The post-pandemic scenario. Management
and environmental performance of banking institutions during the COVID-19 Decision, 60(10), 2786–2800.
pandemic: The role of green innovation. Environmental Science and Pollution Research, Khan, M. R., Rana, S., & Hosen, M. I. (2022). Impact of trustworthiness on the usage of m-
30(10), 25959–25971. banking apps: A study on Bangladeshi consumers. Business Perspectives and Research,
Gupta, A., Singh, R. K., & Mangla, S. K. (2021). Evaluation of logistics providers for 10(2), 234–250.
sustainable service quality: Analytics based decision making framework. Annals of Khan, M. R., & Roy, S. K. (2023). Do primary HR functions model work in emerging
Operations Research, 1–48. economies? Sustainable compact perspective for Bangladeshi RMG industry. Review
Hair, J., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). Multivariate of International Business and Strategy, 33(2), 328–341.
data analysis (6th). Upper Saddle River NJ: Prentice-Hall. Khan, R., Roy, M. K., & Chowdhury, S. H. (2022). The impact of work-family balance on
Hammoud, J., Bizri, R. M., & El Baba, I. (2018). The impact of e-banking service quality manufacturing employees? Mental health during pandemic. Организационная
on customer satisfaction: Evidence from the Lebanese banking sector. Sage Open, психология, 12(4), 29–40.
8(3), Article 2158244018790633. Khan, M. R., Roy, M. K., & Hossain, S. K. (2018). Bankers' work---life balance and
Haq, I. U., & Awan, T. M. (2020). Impact of e-banking service quality on e-loyalty in organizational commitment: Exploring the dominant factors to Move on job---family
pandemic times through interplay of e-satisfaction. Vilakshan-XIMB Journal of life balance. Economic Research, 2(10), 15–27.
Management, 17(1/2), 39–55. Khan, M. R., Roy, S. K., & Hossain, S. M. (2019). Factors affecting garments employees'
Harun, M. A. (2023). Customers' choice of the bank during the covid-19 pandemic: The perception on job performance: Evidence from Bangladesh. International Journal of
moderating effect of different banks in Bangladesh. South Asian Journal of Marketing, Management and Sustainability, 8(1), 32–47.
4(1), 33–50. Khan, M. R., Roy, S. K., & Pervin, M. T. (2022). Retail-based women entrepreneurship
Higgs, G., Price, A., & Langford, M. (2022). Investigating the impact of bank branch entry model through small business orientation (SBO). JWEE, (1–2), 117–136.
closures on access to financial services in the early stages of the COVID-19 pandemic. Khan, M. R., & Sharma, K. (2020). Purchase preferences and buying influences on
Journal of Rural Studies, 95, 1–14. religious occasions. FIIB Business Review, 9(3), 216–227.
Ho, S. P. S., & Chow, M. Y. C. (2023). The role of artificial intelligence in consumers' Koay, K. Y., Cheah, C. W., & Chang, Y. X. (2022). A model of online food delivery service
brand preference for retail banks in Hong Kong. Journal of Financial Services quality, customer satisfaction and customer loyalty: A combination of PLS-SEM and
Marketing, 1–14. NCA approaches. British Food Journal, 124(12), 4516–4532.
Hossain, S. S., & Khan, M. R. (2021). Perception of distance learning in Bangladeshi Kubota, S., Onishi, K., & Toyama, Y. (2021). Consumption responses to COVID-19
tertiary education: Prospects and obstacles in the covid-19 era. Journal of Social, payments: Evidence from a natural experiment and bank account data. Journal of
Humanity, and Education, 1(3), 197–207. Economic Behavior & Organization, 188, 1–17.
Hossain, S. K., Khan, M. R., & Haque, M. M. (2018). Corporate voluntary disclosure Liebana-Cabanillas, F., Mu~ noz-Leiva, F., & Rejon-Guardia, F. (2013). The determinants
practices and its association with corporate attributes: An empirical investigation of of satisfaction with e-banking. Industrial Management & Data Systems, 113(5),
listed and non-listed commercial banks in Bangladesh. International Journal of 750–767.
Managerial and Financial Accounting, 10(4), 331–351. Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank
Iberahim, H., Taufik, N. M., Adzmir, A. M., & Saharuddin, H. (2016). Customer services: The role of cloud services, security, e-learning and service quality.
satisfaction on reliability and responsiveness of self service technology for retail Technology in Society, 64, 101487.
banking services. Procedia Economics and Finance, 37, 13–20. Liu, Y., Bao, T., Zhao, D., Sang, H., & Fu, B. (2022). Evaluation of student-perceived
Inan, D. I., Hidayanto, A. N., Juita, R., Soemawilaga, F. F., Melinda, F., Puspacinantya, P., service quality in higher education for sustainable development: A fuzzy TODIM-ERA
& Amalia, Y. (2023). Service quality and self-determination theory towards method. Sustainability, 14(8), 4761.
continuance usage intention of mobile banking. Journal of Science and Technology Liu, Y., Gayle, A. A., Wilder-Smith, A., & Rockl€ ov, J. (2020). The reproductive number
Policy Management, 14(2), 303–328. of COVID-19 is higher compared to SARS coronavirus. Journal of Travel Medicine, 1,
Indrasari, A., Nadjmie, N., & Endri, E. (2022). Determinants of satisfaction and loyalty of 1–4.
e-banking users during the COVID-19 pandemic. International Journal of Data and Long, H., Chang, C. P., Jegajeevan, S., & Tang, K. (2022). Can Central Bank mitigate the
Network Science, 6(2), 497–508. effects of the COVID-19 pandemic on the macroeconomy? Emerging Markets Finance
Iqbal, M. S., Hassan, M. U., Sharif, S., & Habibah, U. (2017). Interrelationship among and Trade, 58(9), 2652–2669.
corporate image, service quality, customer satisfaction, and customer loyalty: Testing Maheshwari, S., & Chatnani, N. N. (2023). Applications of artificial intelligence and
the moderating impact of complaint handling. International Journal of Academic Machine learning-based supervisory technology in financial Markets surveillance: A
Research in Business and Social Sciences, 7(11), 667–688. review of literature. FIIB Business Review, 23197145231189990.
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: An assessment of Mansour, W., Ajmi, H., & Saci, K. (2021). Regulatory policies in the global Islamic
some of the key antecedents of customer satisfaction in retail banking. International banking sector in the outbreak of COVID-19 pandemic. Journal of Banking Regulation,
Journal of Bank Marketing, 20(4), 146–160. 1–23.
Jameel, A. S., Hamdi, S. S., Karem, M. A., & Raewf, M. B. (2021). E-Satisfaction based on Mathew, S., Jose, A., & Chacko, D. P. (2020). Examining the relationship between e-
E-service Quality among university students. In Journal of physics: Conference series service recovery quality and e-service recovery satisfaction moderated by perceived
(Vol. 1804, No. 1, p. 012039). IOP Publishing. justice in the banking context. Benchmarking: An International Journal, 27(6),
Johnson, E., & Karley, J. (2018). Impact of service quality on customer satisfaction. Retrieved 1951–1980.
from https://www.diva-portal.org/smash/record.jsf?pid¼diva2%3A1246475&am Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service
p;dswid¼4137. (Accessed 23 August 2022). technologies: Understanding customer satisfaction with technology-based service
Kashkoli, S. A., Zarei, E., Daneshkohan, A., & Khodakarim, S. (2017). Hospital encounters. Journal of Marketing, 64(3), 50–64.
responsiveness and its effect on overall patient satisfaction: A cross-sectional study in Mwiya, B., Katai, M., Bwalya, J., Kayekesi, M., Kaonga, S., Kasanda, E., & Mwenya, D.
Iran. International Journal of Health Care Quality Assurance, 30(8), 728–736. (2022). Examining the effects of electronic service quality on online banking
Kaur, B., Kiran, S., Grima, S., & Rupeika-Apoga, R. (2021). Digital banking in Northern customer satisfaction: Evidence from Zambia. Cogent Business & Management, 9(1),
India: The risks on customer satisfaction. Risks, 9(11), 209. 2143017.
Kayeser Fatima, J., & Abdur Razzaque, M. (2014). Service quality and satisfaction in the Naeem, M., & Ozuem, W. (2021). The role of social media in internet banking transition
banking sector. International Journal of Quality & Reliability Management, 31(4), during COVID-19 pandemic: Using multiple methods and sources in qualitative
367–379. research. Journal of Retailing and Consumer Services, 60, 102483.

9
Md.R. Khan et al. Innovation and Green Development 3 (2024) 100120

Naeem, M., Ozuem, W., & Ward, P. (2022). Understanding the accessibility of retail Rasli, A., Danjuma, I., Yew, L. K., & Igbal, M. J. (2011). Service quality, customer
mobile banking during the COVID-19 pandemic. International Journal of Retail & satisfaction in technology-based universities. African Journal of Business Management,
Distribution Management, 50(7), 860–879. 5(15), 6541.
Nambiar, B. K., Ramanathan, H. N., Rana, S., & Prashar, S. (2018). Perceived service Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service
quality and customer satisfaction: A missing link in Indian banking sector. Vision, quality, e-customer satisfaction and loyalty: The modified e-SERVQUAL model. The
23(1), 44–55. TQM Journal, 32(6), 1443–1466.
Narteh, B. (2015). Perceived service quality and satisfaction of self-service technology: Rod, M., Ashill, N. J., Shao, J., & Carruthers, J. (2009). An examination of the relationship
The case of automated teller machines. International Journal of Quality & Reliability between service quality dimensions, overall internet banking service quality and customer
Management, 32(4), 361–380. satisfaction: A New Zealand study. Marketing Intelligence & Planning, 27(1), 103–126.
Naslund, J. A., Aschbrenner, K. A., McHugo, G. J., Unützer, J., Marsch, L. A., & Saad, A. T. (2021). Factors affecting online food delivery service in Bangladesh: An
Bartels, S. J. (2019). Exploring opportunities to support mental health care using empirical study. British Food Journal, 123(2), 535–550.
social media: A survey of social media users with mental illness. Early intervention in Sasono, I., Jubaedi, A. D., Novitasari, D., Wiyono, N., Riyanto, R., Oktabrianto, O.,
psychiatry, 13(3), 405–413. Jainuri, J., & Waruwu, H. (2021). The impact of e-service quality and satisfaction on
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of customer loyalty: Empirical evidence from internet banking users in Indonesia. The
service quality and its implications for future research. Journal of Marketing, 49(4), Journal of Asian Finance, Economics and Business, 8(4), 465–473.
41–50. € (2023). COVID-19 pandemic impact on banking
Shabir, M., Jiang, P., Wang, W., & Işık, O.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring sector: A cross-country analysis. Journal of Multinational Financial Management, 67,
service quality: A comparative assessment based on psychometric and diagnostic Article 100784.
criteria. Journal of Retailing, 70(3), 201–230. Shi, Z., & Shang, H. (2020). A review on quality of service and servqual model. In HCI in
Pervin, T., & Khan, R. (2022). The impact of organizational career management and business, government and organizations: 7th international conference, HCIBGO 2020, held as
supporting system on generation Y employees' career satisfaction and intention to part of the 22nd HCI international conference, HCII 2020 (Vol. 22, pp. 188–204). Springer
stay in the textile industry. SCMS Journal of Indian Management, 19(3), 34–50. International Publishing. Copenhagen, Denmark, July 19–24, 2020, Proceedings.
Phan Thi Hang, N. (2023). Policy recommendations for controlling credit risks in Song, H., Yang, Y., & Tao, Z. (2020). How different types of financial service providers
commercial banks after the covid-19 pandemic in Vietnam. Cogent Economics & support small-and medium-enterprises under the impact of COVID-19 pandemic:
Finance, 11(1), 2160044. From the perspective of expectancy theory. Frontiers of Business Research in China, 14,
Purba, J. T., Budiono, S., & Rajagukguk, W. (2021). Strategy of technology services for 1–27.
customers in pandemic COVID19 situation: A case from Indonesia. In 11th annual Tam, P. T. (2023). Technology affecting the service quality of commercial banks in
international conference on industrial engineering and operations management (Vol. 2021) vietnam. International Journal of Professional Business Review: Int. J. Prof. Bus. Rev.,
IEOM, 409-409. 8(4), 1–21.
Rahaman, M., Abdulaal, R. M., Bafail, O. A., Das, M., Alam, S., & Mondal, S. P. (2022). An Theodorakis, N., Kambitsis, C., & Laios, A. (2001). Relationship between measures of
insight into the impacts of memory, selling price and displayed stock on a retailer's service quality and satisfaction of spectators in professional sports. Managing Service
decision in an inventory management problem. Fractal and Fractional, 6(9), 531. Quality: International Journal, 11(6), 431–438.
Rahaman, M., Mondal, S. P., Alam, S., & De, S. K. (2022). A study of a lock fuzzy EPQ Uddin, M., Ali, K. B., Khan, M. A., & Ahmad, A. (2023). Supervisory and co-worker
model with deterioration and stock and unit selling price-dependent demand using support on the work-life balance of working women in the banking sector: A
preservation technology. Soft Computing, 26(6), 2721–2740. developing country perspective. Journal of Family Studies, 29(1), 306–326.
Rahi, S., Alghizzawi, M., & Ngah, A. H. (2022). Factors influence user's intention to Xin, Y., Irfan, M., Ahmad, B., Ali, M., & Xia, L. (2023). Identifying how E-service quality
continue use of e-banking during COVID-19 pandemic: The nexus between self- affects perceived usefulness of online reviews in post-COVID-19 context: A
determination and expectation confirmation model. EuroMed Journal of Business. sustainable food consumption behavior paradigm. Sustainability, 15(2), 1513.
https://doi.org/10.1108/EMJB-12-2021-0194. ahead-of-print. Yan, Y., Jeon, B. N., & Wu, J. (2023). The impact of the COVID-19 pandemic on bank
Ramesh, V., Jaunky, V. C., Roopchund, R., & Oodit, H. S. (2020). 'Customer satisfaction', systemic risk: Some cross-country evidence. China Finance Review International.
loyalty and 'adoption'of e-banking technology in Mauritius. In Embedded systems and https://doi.org/10.1108/CFRI-08-2022-0158. ahead-of-print.
artificial intelligence: Proceedings of ESAI 2019, fez, Morocco (pp. 861–873). Springer Yudaruddin, R. (2023). Bank lending during the COVID-19 pandemic: Do alliances and
Singapore. digital strategies matter? Managerial Finance, 49(7), 1221–1238.
Ranney, M. L., Griffeth, V., & Jha, A. K. (2020). Critical supply shortages—the need for Zavareh, F. B., Ariff, M. S. M., Jusoh, A., Zakuan, N., Bahari, A. Z., & Ashourian, M.
ventilators and personal protective equipment during the Covid-19 pandemic. New (2012). E-service quality dimensions and their effects on e-customer satisfaction in
England Journal of Medicine, 382(18), e41. internet banking services. Procedia-social and behavioral sciences, 40, 441–445.

10