Service Quality and Customer Satisfaction in Banking Sector during COVID-19 #x2013; An Empirical Analysis of Sri Lanka

Abstract

The study is an out breaking study in the context of COVID-19; since this examined the gap between customer perception and service quality of banking sector of Sri Lankan during the COVID-19. As community spread of the coronaviru (COVID-19) proliferates, alternatives to in-person banking and physical exchanges are looking more and more attractive. Further; the World Health Organization (WHO) has advised people to use contactless payment and avoid handling banknotes as much as possible, since the coronavirus may continue to live on banknotes for days, accelerating spread of the disease (World Health Organization, 2020).