Customers' choice of the bank during the Covid-19 pandemic: the moderating effect of different banks in Bangladesh
Purpose – The study aims to examine the factors affecting the customers' choice of Bangladeshi banks during the Covid-19 pandemic and the moderating effects of private and public banks on this association. Design/methodology/approach – This study is based on explanatory research, where signific...
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| Format: | Article |
| Language: | English |
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Emerald Publishing
2023-03-01
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| Series: | South Asian Journal of Marketing |
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| Online Access: | https://www.emerald.com/insight/content/doi/10.1108/SAJM-01-2022-0004/full/pdf |
| Summary: | Purpose – The study aims to examine the factors affecting the customers' choice of Bangladeshi banks during the Covid-19 pandemic and the moderating effects of private and public banks on this association. Design/methodology/approach – This study is based on explanatory research, where significant factors have been explored to evaluate the customers' perception of private and public banks in Bangladesh. Primary data are accumulated through an online survey from customers who have an account in a private or public bank in Bangladesh during the past four months, where 318 (non-probability convenience sampling) are usable, and secondary data are collected from various sources. Descriptive statistics, multiple and hierarchical multiple regressions have been conducted. Findings – The results revealed that customers consider safe and secure websites, infrastructural facilities, technological know-how, service, price, time, payment, administrative and psychological factors in choosing Bangladeshi banks during Covid-19. Moreover, the results show that private and public banks have moderated these associations. Originality/value – During Covid-19, few studies were conducted on Pakistani, Sri Lankan and Ethiopian banking customers, where different factors are significant; however, this study is unique because all factors are significant for Bangladeshi banking customers. The findings will originate the value with several theoretical implications and managerial guidelines. |
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| ISSN: | 2719-2377 2738-2486 |