Transnational Marketing Journal

ISSN: 2041-4684 | e-ISSN: 2041-4692

Will Online Banking Sustain in Bhutan Post COVID-19? A Quantitative Analysis of The Customer E-Satisfaction and E-Loyalty in The Kingdom of Bhutan

Shad Ahmad Khan, Ferdinand Epoc
College of Business, University of Buraimi
Veer P. Gangwar
Mittal School of Business, Lovely Professional University, Phagwara (Punjab), India
T. Antony A Ligori
Gedu College of Business Studies, Royal University of Bhutan
Zaid Ahmed Ansari
College of Business & Economics, Qassim University, Saudi Arabia
Keywords: Online Banking, E-SERVQUAL, TAM, Customer E-Satisfaction, Customer E-Loyalty.

Abstract

Online Banking has received a boost during Covid 19. It is believed that the cultured sector of the population has quickly adopted online banking since the outbreak of the virus. Online banking not only provides a platform for performing financial transactions but also acts as a medium of communication between the bank and the customer. Unlike rest of the world, perception of online banking came slightly late in the Kingdom of Bhutan, which already had a good network of banking access points for its populace, enabling the physical banking. However, due to lockdown observed in the aftermath of Covid-19, the online banking has established development in the country. In the present study, the researchers have confidence in that if the customer satisfaction can be ensured amongst the existing users of the online banking, then they will become dependable to such platform and would continue even in the post Covid-19 time. This study is imperative as the banking system of Bhutan has spent a significant number of resources in obtaining and implementing the online banking system, and sustainability of the system will be a point of concern for the decision makers. 

SCImago Journal & Country Rank

Keywords

marketingCOVID-19brandingMarketingconsumer behaviourIndiaCovid-19Coronavirusrefugeesconsumersblockchaincustomer-orientationGeneration Yretailsocial mediaEmerging marketsdiasporaidentitySMEbrandUAESMSfoodMexico