Title: Exploring the digital services provided by banks during COVID-19

Authors: Md. Aminul Islam; Asma Akter Faria; Arifur Rahman Khan

Addresses: Department of Management Information Systems, School of Business and Entrepreneurship, Independent University, Bangladesh ' Southeast Business School, Southeast University, Bangladesh ' Department of Management Information Systems, School of Business and Entrepreneurship, Independent University, Bangladesh

Abstract: This paper aims to examine the impact of digital banking services on consumer behaviour during the COVID-19 pandemic. We employed mixed methods to conduct the research; so as to review the existing literature and develop a semi-structured survey questionnaire for banking customers. The regression analysis of survey data indicates that websites, internet banking, mobile banking, SMS banking, telebanking, and mobile financial services have a positive and significant influence on digital services. So, the study focused on mainly investigating the impact of the recent outbreak on digital banking services, building upon existing research in this field. The outcome could compare banks' pandemic digital service offers and adoption methods. This would clarify method differences and efficacy. It could also provide bank-applicable best practices and lessons. Academics may conduct further research on various urban and rural banking aspects.

Keywords: digital service; Bangladesh; banking; pandemic; COVID-19; customers.

DOI: 10.1504/IJCULTM.2024.138903

International Journal of Cultural Management, 2024 Vol.1 No.4, pp.285 - 304

Received: 29 Apr 2023
Accepted: 27 May 2023
Published online: 03 Jun 2024 *

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