Pabna University of Science and Technology

Abstract

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Purpose: This empirical study is conducted to analyze the impact of Covid-19 on the adoption of customer tech-driven banking services in Bangladesh. Methodology: The positivism paradigm was followed, and a deductive approach was considered to develop the measurement instruments for this study. A total of 186 samples were collected from the different divisional areas in Bangladesh following convenience sampling techniques. TBM SPSS version 22 was used to analyze the collected data. The study applied descriptive statistics, EFA and regression analysis to investigate the research phenomenon and objectives. Findings: The exploratory factor analysis revealed six factors or constructs (perceived usefulness, perceived ease of use, customers' trust, subjective norms, attitudes, and behavioural intentions). The study's results confirmed that the effects of perceived usefulness on customer attitude to use tech-driven banking services positively differ in pre-pandemic and post-pandemic periods, showing results of β-0.366 to β-0.532. Perceived ease of use and customer trust also reveal similar results of β-0.419 to β-0.639 and β-0.385 to β-0.535 respectively. In addition, the effect of subjective norms on customer attitudes and behavioral intentions discloses the same results of β-0.471 to β-0.668 and β-0.495 to β-0.598 respectively. Finally, the comparable effects of customer attitude on their behavioral intentions have been revealed by this study, showing results of β-0.578 to β-0.709. Therefore, all the proposed hypotheses have been accepted at different significant levels. Practical Implications: Academics, businesses, organizations, and policymakers will get valuable insight from this study's results, which help formulate business plans, implement strategies, and conduct studies. Originality: The relationships among key constructs remained consistent before and during the pandemic, indicating robustness unaffected by the COVID-19 crisis. Research Limitations: The study primarily emphasized essential attributes, potentially overlooking other significant factors. It relied exclusively on quantitative data, which might not have provided a comprehensive understanding of the findings.