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Innovation, M-Banking, and Customer Satisfaction: An Empirical Evidence From Bangladesh

Innovation, M-Banking, and Customer Satisfaction: An Empirical Evidence From Bangladesh
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Author(s): Syed Moudud-Ul-Huq (Department of Accounting, Mawlana Bhashani Science and Technology University, Tangail, Bangladesh)
Copyright: 2021
Volume: 8
Issue: 1
Pages: 18
Source title: International Journal of Corporate Finance and Accounting (IJCFA)
Editor(s)-in-Chief: Apostolos G. Christopoulos (Department of Business Administration, University of the Aegean, Greece), Constantin Zopounidis (School of Production Engineering and Management, Technical University of Crete, Greece & Audencia Business School, France) and Kyriaki Kosmidou (Aristotle University of Thessaloniki, Greece)
DOI: 10.4018/IJCFA.2021010104

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Abstract

Innovation through information technology (IT) has made advances all over, and banking is no exemption to it. The utilization of technology has gotten pervasive in the present banking institutions. Mobile banking is a recently included service in the banking area that facilitates banking by means of mobile gadgets. Mobile banking has stamped itself as a rising technology embraced by banks the world over. That's why this investigation is to recognize the effect of innovation, mobile banking on customer satisfaction and decide the elements that lead to customer satisfaction. By reviewing literature, the authors propose a model and to demonstrate the model accuracy dependent on information gathered from 269 respondents utilizing on the web media. To examine the aforesaid relationships, they use the partial least squares (PLS)-structural equation modeling (SEM) technique. The aftermath of their investigation uncovers that there is a noteworthy connection between innovation (I) and mobile banking (MB) on customer satisfaction. Then again, innovation has positive effect on mobile banking.

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