SERVICE ATTRIBUTES AND BUYER SATISFACTION TOWARDS MOBILE BANKING DURING COVID-19

Abstract

The purpose of this study is to determine how different aspects of mobile banking services affect customers' levels of satisfaction during the COVID-19 epidemic. The study also identifies a link between customer loyalty and happiness among various mobile banking users during pandemics. A self-complete questionnaire created by the researchers was utilised to gather data. The results of this study may not be applicable to other situations or geographic locations because it focused on people who were using mobile banking during the epidemic. The study's findings showed that the efficiency, responsiveness, and dependability of mobile banking services have a substantial impact on customer satisfaction during the COVID-19 lockdown times.

Keywords: COVID-19, Customer Satisfaction, Customer Loyalty, Mobile Banking, Service Quality.