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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