This article aims to understand the association between service quality and customer satisfaction to use mobile banking through structural equation model, because, Bangladesh is one of the fastest increasing mobile banking service providers in the world. A structured survey questionnaire was prepared to collect data from participants in Bangladesh. A convenience sampling method was used to select potential participants in this study. Out of the distributed questionnaires, 240, completed and usable, were selected for the analysis which employed partial least squares structural equation modeling (PLS-SEM). The results showed that there are positive and significant effects of all constructs of service quality, namely, tangibility, reliability, responsiveness, assurance and empathy on customer satisfaction for using mobile banking. Particularly, the responsiveness has a strong impact ( β = 0.3165) on customer satisfaction. Furthermore, the tangibility has identified as less significant factor ( β = 0.0770) on customer satisfaction. Findings also indicate that mobile banking service providers should concentrate on all dimensions of service quality, with special focus on responsiveness and reliability for improving their customer satisfaction. This study has several implications for researchers, banking authority, policymakers and financial agencies when rendering services to end users and customers of mobile banking. Furthermore, this implication also helps banks to understand and develop strategies as well as policies to improve the services of mobile banking of Bangladesh.

Considering the severity of the effects of COVID-19 on psychological health and quality of life, the present study investigates the direct effects of government strategies and social distancing and the moderating effect of emotional recovery on psychological distress and quality of life using the tenets of the theory of attachment and learned helplessness. The snowball sampling technique was used to recruit respondents from Bangladesh who completed a self-administered questionnaire via Google Forms, which provided cross-sectional data. The results revealed that both social distancing and government strategies have significant negative influences on psychological distress. Besides, government strategies have a significant positive influence on social distancing. Although psychological distress has a significant negative influence on quality of life, emotional recovery shows no moderating effect on the relationship between psychological distress and quality of life during the COVID-19 pandemic. The study provides insights for regulatory bodies and policymakers for developing effective policy interventions to ensure the well-being of people during this pandemic. Finally, the study highlights the implications for both theory and practice and a few notes for further research.

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Purpose Despite the recent extending research on knowledge hiding, there is still scant research on social stressor phenomena-related contextual antecedent factors and new cognitive mechanisms of knowledge hiding behaviors. To shed new light on this unexplored gap, this research explores the multi-level moderated mediation model that examines how and when negative gossip experienced by targets in the workplace induces their knowledge hiding from coworkers drawing from the lens of social learning and cognitive theories. More specifically, this study aims to evaluate the relationship between negative workplace gossip and knowledge hiding via moral disengagement, and this mediation effect is also moderated by team relational conflict as a novel boundary condition. Design/methodology/approach This study collected multi-wave 338 employees’ data from 68 teams of cross-sectional industries in China, which were nested within teams. The collected nested nature data were analyzed by employing multi-level analysis based on hierarchical linear modeling. Findings The results suggested that negative workplace gossip first triggers moral disengagement and thereby, leads to knowledge hiding. Furthermore, the direct positive association between negative workplace gossip and moral disengagement was strengthened by increasing intra-team relational conflict. In addition, the mediation effect of moral disengagement between negative workplace gossip and knowledge hiding was also strengthened through increasing intra-team relational conflict. Originality/value This study first empirically examines the multi-level model using a new underlying mechanism (moral disengagement) and team-level boundary condition (relational conflict) and enriches the current literature on knowledge management and workplace gossip. Theoretical and practical implications of these findings and future research lines are also discussed, which will facilitate practitioners and academicians to curb counterproductive knowledge behavior.

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Objectives This study aimed to determine the impact of the COVID-19 pandemic on the psychological, mental health and quality of life among Bangladeshi residents. Study design A purposive cross-sectional study of quality of life during the COVID-19 pandemic was performed. Methods Respondents completed a modified questionnaire that determined the Impact of Event Scale (IES), indicators of psychological distress impact, impact on government strategies, awareness and lifestyles, and impact on expectation of quality life change. A total of 465 (male = 330 and female = 135) respondents participated in this study. Results The overall mean age of respondents was 28.42 ± 7.07 years, and 63.4%, 44.1% and 50.3% were unmarried, were in the middle-income family group and had a masters or PhD qualification, respectively. The overall mean IES score of respondents was 80.89 ± 8.91, which reflects a stressful impact of the COVID-19 pandemic on physical and mental health problems. Only 27.75% of respondents had an IES score ≥75. More than half of respondents (57.8%) reported that they did not feel lonely and hopeless. In terms of preventative measures, the majority of the respondents (80.2%) reported that they did not wash their hands frequently with soap and sanitiser for at least 20 s to reduce spread of the virus. During the pandemic, more than half of the respondents (56.8%) claimed that they faced serious problems in education. Conclusions The ongoing COVID-19 pandemic has resulted in significant mental and physical health problems.

PurposeWhile the rapid adoption of information communication technologies (ICT) in organizations has been linked with a higher risk of cyberbullying, research on the influence of cyberbullying on interpersonal behaviors in the workplace remains limited. By drawing on the ego-depletion theory and the leader-member exchange (LMX) theory, this research investigates how, why and when workplace cyberbullying may trigger interpersonal aggression through ICT.Design/methodology/approachThe authors collected data from 259 employees and 62 supervisors working in large ICT organizations in China through a multi-wave survey. The authors performed multilevel analysis and used hierarchical linear modeling to test the proposed moderated mediation model.FindingsThe results revealed that workplace cyberbullying has a significant and positive influence on interpersonal aggression in the workplace via ego depletion. The authors found that differentiation in LMX processes at group level moderates the indirect relationship between workplace cyberbullying and interpersonal aggression (via ego depletion). Furthermore, the positive indirect effect of workplace cyberbullying was found to be stronger in the presence of a high LMX differentiation condition in comparison to a low LMX differentiation condition.Research limitations/implicationsThe data were collected from Chinese ICT organizations, which may limit the generalization of this study’s findings to other cultural and sectoral contexts.Originality/valueThis paper provides the first step in understanding how, why and when workplace cyberbullying triggers interpersonal aggression by investigating the role of ego depletion as a mediator and LMX differentiation as a boundary condition. This is the first study to empirically examine the relationships between workplace cyberbullying, ego depletion, LMX differentiation and interpersonal aggression in ICT organizations using multi-level modeling.