Efficacy of COVID-19 screening system and customer satisfaction in banks: moderating role of the perceived threat and health risk

ABSTRACT: During the pandemic of COVID-19, the customers who visit the bank should be sure about the safety measures taken by the bank which may result in a positive image. This study aimed to examine the influence of the efficacy of the screening system of COVID-19 placed in the retail banks in India on customer satisfaction mediated by the brand image. The influence will be checked under the moderating effect of the perceived threat of COVID-19 and the perceived health risk of the customers. The data from 224 customers were collected who have visited banks in India since March 2020. The data were analysed through the partial least square method of structural equation modelling (PLS-SEM) using SmartPLS 3.2. The findings of the study suggested that the efficacy of the screening system of COVID-19 po

SUBMITTER: Baber H 

PROVIDER: S-EPMC8548851 | biostudies-literature | 2021 Jan

REPOSITORIES: biostudies-literature