Roshan Digital Account: A Digital Innovation in Pakistan and its Impact on Customers’ Satisfaction

Authors

  • Muhammad Mubashir Hussain Assistant Professor, Management Studies Department, Government College University, Lahore, Punjab, Pakistan
  • Zunaira Amin MS Scholar, Department of Commerce & Finance, Government College University, Lahore, Punjab, Pakistan
  • Nosheen Rasool Assistant Professor, Department of Commerce & Finance, Government College University, Lahore, Punjab, Pakistan

DOI:

https://doi.org/10.47205/jdss.2023(4-I)04

Keywords:

Convenience, Customer Satisfaction, Digital Banking, Roshan Digital Account, Service Quality, System Security, Technology Acceptance

Abstract

Digital innovation in banking is crucial to the economic development of a country. The implementation of new technologies enhances the customer experience. The Roshan Digital Account is an excellent setup for the country’s economy and also provides access to investment opportunities. The purpose of this study is to examine the impact of service quality, system security, technology acceptance, and convenience on customer satisfaction while using Roshan Digital Account (RDA). Multiple non-probability sampling techniques were used to collect data from 403 RDA users. SMART PLS 3.0 was applied to analyze the research model based on data collected from respondents through the questionnaire. The results show that all the variables except technology acceptance have an impact on customers' satisfaction while using RDA. This study provides practitioners with more insights to find innovative ways for escalating the efficiency of RDA.

Downloads

Published

2023-01-06

Details

    Abstract Views: 424
    PDF Downloads: 225

How to Cite

Mubashir Hussain, M., Amin, Z., & Rasool, N. (2023). Roshan Digital Account: A Digital Innovation in Pakistan and its Impact on Customers’ Satisfaction. Journal of Development and Social Sciences, 4(1), 36–52. https://doi.org/10.47205/jdss.2023(4-I)04

Issue

Vol. 4 No. 1 (2023): January to March

Section

Articles

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Open Access

ORIENTS SOCIAL RESEARCH CONSULTANCY (OSRC) & Journal of Development and Social Sciences (JDSS) adheres to Creative Commons Attribution-Non Commercial 4.0 International License. The authors submitting and publishing in JDSS agree to the copyright policy under creative common license 4.0 (Attribution-Non Commercial 4.0 International license). Under this license, the authors published in JDSS retain the copyright including publishing rights of their scholarly work and agree to let others remix, tweak, and build upon their work non-commercially. All other authors using the content of JDSS are required to cite author(s) and publisher in their work. Therefore, ORIENTS SOCIAL RESEARCH CONSULTANCY (OSRC) & Journal of Development and Social Sciences (JDSS) follow an Open Access Policy for copyright and licensing.

Creative Commons License 

Signatory of DORA