Welcome to the Uniglobe Library
From this page you can:
Home |
Descriptors
Refine your search Apply to external sources
Perceived service quality, customer loyalty and bank performance of commercial banking in Nepal / Sona Shrestha
Title : Perceived service quality, customer loyalty and bank performance of commercial banking in Nepal Material Type: printed text Authors: Sona Shrestha, Author Publication Date: 2016 Pagination: 70p. Size: GRP/Thesis Accompanying material: 4/B General note: Including bibliography
Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Customer services
Service qualityKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Abstract: Service quality is one of the critical success factors that influence the service sectors especially in banks. A bank can differentiate itself from competitors by providing quality services at promised time. Service quality is one of the most attractive areas for the studies for the last few decades in banking sector. Mudie and Pirrie (2006) identified some features of services for banking industry. These services are intangible in nature and cannot assure the quality because it cannot be counted, measured, tested, verified and inventoried in. There is simultaneous production and consumption of the services. Customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great concern to organizations (Blumberg et al., 2005).
The customers were more satisfied with the second generation joint venture banks where they has to spend less time waiting and also where the employees behavior was good (Gautam, 2004). Similarly, Koirala and Shrestha (2012) concluded that all the service quality dimensions like tangibility, reliability, responsiveness, assurance and empathy are important for forming service quality and customer satisfaction of commercial banks in Nepal. Rijal (2006) revealed that different branches of the similar banks have adapted different strategy and few of the banks have followed more than one strategy at the same time. The majority of commercial banks are offering different types of services to their customers through different branches established at different geographical locations.
The study has aimed to examine the effect of service quality and customer loyalty on the performance of Nepalese commercial banks. The specific objectives are: to analyze the level of service quality provided by commercial banks in Nepal, to examine the effect of factors service quality to the customer loyalty, to examine the effect of factors service quality to the banking performance, to find out the relationship between customer loyalty and bank performance and to investigate the quality of services based on five quality factors; assurance, reliability, assurance, responsiveness, tangibility, and empathy. This study is based on primary data from 160 respondents of 16 banks. This study employed descriptive and causal comparative research designs to deal with the determinants and fundamental issues associated with service quality, customer loyalty and bank performance of Nepalese commercial banks.
The result revealed that satisfaction is positively related to return on assets and return on equity. This indicates that higher the customer satisfaction higher would be the return on equity and return on assets. The result also revealed that reliability is positively related to ROE and ROA indicating that increased reliability in the banking services increases the bank performance as measured by return on equity and return on assets. Assurance is also positively related to return on equity and return on assets. It indicates that increased assurance in banking services increases the return on assets and return on equity. Tangibility is positively related to return on assets and return on equity which indicates that improved tangibility in banking services help to increase the overall performance of the banks measured by ROE and ROA.
The result also showed that beta coefficient is positive for customer satisfaction with return on assets, which clearly indicate that increased customer satisfaction increases the return on assets (ROA). The significant positive beta coefficient for tangibility indicates that improved tangibility of the banking services increases the bank performance as indicated by ROA. Beta coefficient for satisfaction is positive with return on equity and it is significant at five percent level, which indicates that increased level of satisfaction to the customer increase the return on equity. Beta coefficient for reliability is positive with ROE indicating that improved reliability of the banking services increase the return on equity of the banks. Likewise, responsiveness is found to be positive with return on equity and it is found to be significant at five percent. The result also revealed that beta coefficient is positive for reliability with customer loyalty and is significant at five percent indicating that improved reliability increases the customer loyalty towards banks services.
The major conclusion of this study is that there is positive impact of satisfaction, reliability, assurance, tangibility, empathy, responsibility and loyalty on bank performance. Improved reliability, assurance, tangibility, empathy, and improved responsibility in the organization’s services have positive impact on return on assets (ROA). This study suggested that banks willing to increase bank performance through customer loyalty should improve reliability, assurance, tangibility, empathy and responsibility.Perceived service quality, customer loyalty and bank performance of commercial banking in Nepal [printed text] / Sona Shrestha, Author . - 2016 . - 70p. ; GRP/Thesis + 4/B.
Including bibliography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Customer services
Service qualityKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Abstract: Service quality is one of the critical success factors that influence the service sectors especially in banks. A bank can differentiate itself from competitors by providing quality services at promised time. Service quality is one of the most attractive areas for the studies for the last few decades in banking sector. Mudie and Pirrie (2006) identified some features of services for banking industry. These services are intangible in nature and cannot assure the quality because it cannot be counted, measured, tested, verified and inventoried in. There is simultaneous production and consumption of the services. Customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great concern to organizations (Blumberg et al., 2005).
The customers were more satisfied with the second generation joint venture banks where they has to spend less time waiting and also where the employees behavior was good (Gautam, 2004). Similarly, Koirala and Shrestha (2012) concluded that all the service quality dimensions like tangibility, reliability, responsiveness, assurance and empathy are important for forming service quality and customer satisfaction of commercial banks in Nepal. Rijal (2006) revealed that different branches of the similar banks have adapted different strategy and few of the banks have followed more than one strategy at the same time. The majority of commercial banks are offering different types of services to their customers through different branches established at different geographical locations.
The study has aimed to examine the effect of service quality and customer loyalty on the performance of Nepalese commercial banks. The specific objectives are: to analyze the level of service quality provided by commercial banks in Nepal, to examine the effect of factors service quality to the customer loyalty, to examine the effect of factors service quality to the banking performance, to find out the relationship between customer loyalty and bank performance and to investigate the quality of services based on five quality factors; assurance, reliability, assurance, responsiveness, tangibility, and empathy. This study is based on primary data from 160 respondents of 16 banks. This study employed descriptive and causal comparative research designs to deal with the determinants and fundamental issues associated with service quality, customer loyalty and bank performance of Nepalese commercial banks.
The result revealed that satisfaction is positively related to return on assets and return on equity. This indicates that higher the customer satisfaction higher would be the return on equity and return on assets. The result also revealed that reliability is positively related to ROE and ROA indicating that increased reliability in the banking services increases the bank performance as measured by return on equity and return on assets. Assurance is also positively related to return on equity and return on assets. It indicates that increased assurance in banking services increases the return on assets and return on equity. Tangibility is positively related to return on assets and return on equity which indicates that improved tangibility in banking services help to increase the overall performance of the banks measured by ROE and ROA.
The result also showed that beta coefficient is positive for customer satisfaction with return on assets, which clearly indicate that increased customer satisfaction increases the return on assets (ROA). The significant positive beta coefficient for tangibility indicates that improved tangibility of the banking services increases the bank performance as indicated by ROA. Beta coefficient for satisfaction is positive with return on equity and it is significant at five percent level, which indicates that increased level of satisfaction to the customer increase the return on equity. Beta coefficient for reliability is positive with ROE indicating that improved reliability of the banking services increase the return on equity of the banks. Likewise, responsiveness is found to be positive with return on equity and it is found to be significant at five percent. The result also revealed that beta coefficient is positive for reliability with customer loyalty and is significant at five percent indicating that improved reliability increases the customer loyalty towards banks services.
The major conclusion of this study is that there is positive impact of satisfaction, reliability, assurance, tangibility, empathy, responsibility and loyalty on bank performance. Improved reliability, assurance, tangibility, empathy, and improved responsibility in the organization’s services have positive impact on return on assets (ROA). This study suggested that banks willing to increase bank performance through customer loyalty should improve reliability, assurance, tangibility, empathy and responsibility.Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 175/D 658.812 SHR Books Uniglobe Library Technology Available Performance appraisal and its effects on employee job satisfaction and organizational performance in Nepalese commercial banks / Arjun Raj Kafle
Title : Performance appraisal and its effects on employee job satisfaction and organizational performance in Nepalese commercial banks Material Type: printed text Authors: Arjun Raj Kafle, Author Publication Date: 2015 Pagination: 85p. Size: GRP/Thesis Accompanying material: 5/B General note: Including bibilography Languages : English Descriptors: Banks
Banks and banking
Employees
Job satisfaction
Performance standardsKeywords: 'job satisfaction performance appraisal employee banks banking job satisfaction' Class number: 658.312 Performance appraisal and its effects on employee job satisfaction and organizational performance in Nepalese commercial banks [printed text] / Arjun Raj Kafle, Author . - 2015 . - 85p. ; GRP/Thesis + 5/B.
Including bibilography
Languages : English
Descriptors: Banks
Banks and banking
Employees
Job satisfaction
Performance standardsKeywords: 'job satisfaction performance appraisal employee banks banking job satisfaction' Class number: 658.312 Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 85/D 658.312 KAF Thesis/Dissertation Uniglobe Library Technology Available Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks / Pratigya Sapkota
Title : Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks Material Type: printed text Authors: Pratigya Sapkota, Author Publication Date: 2015 Pagination: 89p. Size: GRP/Thesis Accompanying material: 3/B General note: Includes bibliographies Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Customer loyalty
Customer relations
Customer services
Service qualityKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Abstract: Service quality is the extent to which customers’ perceptions of service meet and/or exceed their expectations. Customer satisfaction is mainly derived from the physiological response with the perceptual difference gap between expectation before consumption and practical experience after consumption of service or products. The level of banking services can be divided into three major categorizes like General Banking, Credit and Foreign Exchange. The general banking functions include accounts opening, deposit management, cash handling etc. Whereas, the credit banking service deals with the loan disbursement and loan management and the foreign exchange banking covers the area of L/C function, foreign currency and remittance management.
This study mainly focuses on exploring the relationship between categorised service quality, customers’ satisfaction and customers’ loyalty in Nepalese commercial bank. This study also produces the clear knowledge about the customers’ satisfaction and major determinants of categorised service quality, customers’ satisfaction and customers’ loyalty.
The research design that is used in this research is descriptive and causal comparative research. The descriptive research design has been adopted for searching the adequate data and information about the factors affecting the service quality, customers’ satisfaction and customers’ loyalty.
The major conclusion of the study is that that there is a positive significant relationship between the quality of categorized service, customer satisfaction and customer loyalty. The study also reveal that most of customers were satisfied with the services provided by the bank and would like to recommend the bank to their friends, family members and relatives. Customers are also satisfied with the online and internet banking services provided by the bank .Bank image is considered as the important factor to increase the satisfaction level of customer .As per the correlation coefficient the highest relation was recorded between customer loyalty and customers’ satisfaction.Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks [printed text] / Pratigya Sapkota, Author . - 2015 . - 89p. ; GRP/Thesis + 3/B.
Includes bibliographies
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Customer loyalty
Customer relations
Customer services
Service qualityKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Abstract: Service quality is the extent to which customers’ perceptions of service meet and/or exceed their expectations. Customer satisfaction is mainly derived from the physiological response with the perceptual difference gap between expectation before consumption and practical experience after consumption of service or products. The level of banking services can be divided into three major categorizes like General Banking, Credit and Foreign Exchange. The general banking functions include accounts opening, deposit management, cash handling etc. Whereas, the credit banking service deals with the loan disbursement and loan management and the foreign exchange banking covers the area of L/C function, foreign currency and remittance management.
This study mainly focuses on exploring the relationship between categorised service quality, customers’ satisfaction and customers’ loyalty in Nepalese commercial bank. This study also produces the clear knowledge about the customers’ satisfaction and major determinants of categorised service quality, customers’ satisfaction and customers’ loyalty.
The research design that is used in this research is descriptive and causal comparative research. The descriptive research design has been adopted for searching the adequate data and information about the factors affecting the service quality, customers’ satisfaction and customers’ loyalty.
The major conclusion of the study is that that there is a positive significant relationship between the quality of categorized service, customer satisfaction and customer loyalty. The study also reveal that most of customers were satisfied with the services provided by the bank and would like to recommend the bank to their friends, family members and relatives. Customers are also satisfied with the online and internet banking services provided by the bank .Bank image is considered as the important factor to increase the satisfaction level of customer .As per the correlation coefficient the highest relation was recorded between customer loyalty and customers’ satisfaction.Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 92/D 658.812 SAP Thesis/Dissertation Uniglobe Library Technology Available Quality of work life among the employees of commercial banks in Nepal
Title : Quality of work life among the employees of commercial banks in Nepal Material Type: printed text Languages : English Descriptors: Banks
Banks and banking
Commercial banks
Dhiki Lama
Employment
Management-Employee participation
Quality of work lifeKeywords: 'quality of work life dhiki Lama commercial banks banks and banking banks management job analysis' Class number: 658.314 Quality of work life among the employees of commercial banks in Nepal [printed text] . - [s.d.].
Languages : EnglishHold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 15/D 658.314 QUA Thesis/Dissertation Uniglobe Library Technology Available Relationship between capital and risk: evidence from Nepalese commercial banks / Krishna Kumar Rokka
Title : Relationship between capital and risk: evidence from Nepalese commercial banks Material Type: printed text Authors: Krishna Kumar Rokka, Author Publication Date: 2014 Pagination: 80p. Size: GRP/Thesis Accompanying material: 1/B General note: Including bibliography Languages : English Descriptors: Bank capital
Banks and banking
Commercial banks
Nepal
RiskKeywords: 'bank bank and banking commercial banks nepal risk nepal' Class number: 332.106 Abstract: Banking is the most regulated industry in the world. Apart from the product and its service, banking regulation also cover its institution. The aim of the bank regulation is to increase prudential practices that will reduce the level of risk bank are exposed to. Furthermore, bank is also very important to the economy as the failure of banking will inhibit economic crisis. This motivation is known as systemic risk reduction motivation. In general, banking regulation is for the interest of depositors. In general capital regulation is very important because it plays an important role in banks' health and risk taking behavior, and its impact on competitiveness banks. This states that there is somehow relationship between banking capital and the risk taking behavior of commercial banks. There is far less researches on the empirical side. All work investigating the relationship between capital and risk relationship between banking capital and risk taking has focused on the developing countries. This study investigates the relationship between capital and banks if selected commercial banks of Nepal. The objectives of the study were to examine the relationship between the capital and risk with other bank specific variables viz. bank size, ROA and net lending to total assets, and to examine the opinion of banking practitioner on the capital and risk.
This study is guided by M.M. theory to capital, Markowitz portfolio theory and managers incentive theory. M.M. theory states that that valuation of the firm is irrelevant to the capital structure of a company whether it is highly leverage or has lower debt component. Markowitz portfolio theory states that a single assets may be very risky when held in isolation, but not much risky when held in combination with other assets in a portfolio. Managers’ incentive theory states that manager, acting as the agent for the shareholders, or principals, is supposed to make decisions that will maximize shareholder wealth. However, it is in the manager's own best interest to maximize his own wealth. So there is conflict of interest and as a result agency cost problem arises. There are several studies conducted on the relationship between capital and risk. Some of the review showed positive relationship between capital and risk, large size banks hold less capital than small banks, profit and capital are positively related, net lending is inversely related with risk. Capital regulation has played important role in preventing commercial banks from failures by restricting them in involving excessive risk taking.
This study has used both qualitative and quantitative approach by using descriptive research design. Data were collected from 14 commercial banks out of 31 commercial banks which existed and had the required data during the entire study period. The study used secondary data, which was retrieved from bank and financial statistics published by NRB and the individual bank’s financial statement. The primary source of data was collected through the questionnaire survey from the bank officers. The collected data was analyzed using SPSS software. Descriptive statistics, correlation analysis, portfolio analysis and regression analysis were carried out to analyze the secondary data.
The result of the study showed that bank size and capital is significantly and negatively related with banking risk which implies that large size bank tens to be less risky and larger capital banks tend to reduce the risk taking behavior. Similarly, capital is negatively related to bank size indicating that larger banks tend to hold less capital due to their economies of scale and lower transaction cost. Profitability is positively related to capital but not statistically insignificant. The study also finds that regulators plays important role in controlling the risk taking activity of the commercial bank and it has helped banks in maintaining positive relationship between capital and risk. The study reveals that out of many factors, credit risk is more responsible for banking risk and market discipline and regulations have contributed a lot for capital base requirement.
The major conclusion of the study is that there is inverse relationship between capital and banking risk. Similarly, the inverse relationship between bank size and risk indicates that large banks tend to have lower risk. Overall the results suggest that regulators should monitor closely bank loan expansion, and capital adequacy requirement on risk-taking activities so as to ensure a safer operating environment for banks in Nepal. And further studies are suggested with wide coverage of banks and financial system.
Relationship between capital and risk: evidence from Nepalese commercial banks [printed text] / Krishna Kumar Rokka, Author . - 2014 . - 80p. ; GRP/Thesis + 1/B.
Including bibliography
Languages : English
Descriptors: Bank capital
Banks and banking
Commercial banks
Nepal
RiskKeywords: 'bank bank and banking commercial banks nepal risk nepal' Class number: 332.106 Abstract: Banking is the most regulated industry in the world. Apart from the product and its service, banking regulation also cover its institution. The aim of the bank regulation is to increase prudential practices that will reduce the level of risk bank are exposed to. Furthermore, bank is also very important to the economy as the failure of banking will inhibit economic crisis. This motivation is known as systemic risk reduction motivation. In general, banking regulation is for the interest of depositors. In general capital regulation is very important because it plays an important role in banks' health and risk taking behavior, and its impact on competitiveness banks. This states that there is somehow relationship between banking capital and the risk taking behavior of commercial banks. There is far less researches on the empirical side. All work investigating the relationship between capital and risk relationship between banking capital and risk taking has focused on the developing countries. This study investigates the relationship between capital and banks if selected commercial banks of Nepal. The objectives of the study were to examine the relationship between the capital and risk with other bank specific variables viz. bank size, ROA and net lending to total assets, and to examine the opinion of banking practitioner on the capital and risk.
This study is guided by M.M. theory to capital, Markowitz portfolio theory and managers incentive theory. M.M. theory states that that valuation of the firm is irrelevant to the capital structure of a company whether it is highly leverage or has lower debt component. Markowitz portfolio theory states that a single assets may be very risky when held in isolation, but not much risky when held in combination with other assets in a portfolio. Managers’ incentive theory states that manager, acting as the agent for the shareholders, or principals, is supposed to make decisions that will maximize shareholder wealth. However, it is in the manager's own best interest to maximize his own wealth. So there is conflict of interest and as a result agency cost problem arises. There are several studies conducted on the relationship between capital and risk. Some of the review showed positive relationship between capital and risk, large size banks hold less capital than small banks, profit and capital are positively related, net lending is inversely related with risk. Capital regulation has played important role in preventing commercial banks from failures by restricting them in involving excessive risk taking.
This study has used both qualitative and quantitative approach by using descriptive research design. Data were collected from 14 commercial banks out of 31 commercial banks which existed and had the required data during the entire study period. The study used secondary data, which was retrieved from bank and financial statistics published by NRB and the individual bank’s financial statement. The primary source of data was collected through the questionnaire survey from the bank officers. The collected data was analyzed using SPSS software. Descriptive statistics, correlation analysis, portfolio analysis and regression analysis were carried out to analyze the secondary data.
The result of the study showed that bank size and capital is significantly and negatively related with banking risk which implies that large size bank tens to be less risky and larger capital banks tend to reduce the risk taking behavior. Similarly, capital is negatively related to bank size indicating that larger banks tend to hold less capital due to their economies of scale and lower transaction cost. Profitability is positively related to capital but not statistically insignificant. The study also finds that regulators plays important role in controlling the risk taking activity of the commercial bank and it has helped banks in maintaining positive relationship between capital and risk. The study reveals that out of many factors, credit risk is more responsible for banking risk and market discipline and regulations have contributed a lot for capital base requirement.
The major conclusion of the study is that there is inverse relationship between capital and banking risk. Similarly, the inverse relationship between bank size and risk indicates that large banks tend to have lower risk. Overall the results suggest that regulators should monitor closely bank loan expansion, and capital adequacy requirement on risk-taking activities so as to ensure a safer operating environment for banks in Nepal. And further studies are suggested with wide coverage of banks and financial system.
Hold
Place a hold on this item
Copies
Barcode Call number Media type Location Section Status 62/D 332.106 ROK Thesis/Dissertation Uniglobe Library Social Sciences Available Relationship between capital and risks in Nepalese commercial banks / Bishnu Sapkota
PermalinkRelationship between customer satisfaction and financial performance: a case on Nepalese commercial banks / Sandesh Thapa
PermalinkRelationship between job satisfaction and performance of Nepalese commercial banks / Pitamber Nepal
PermalinkRelationship between risk, capital and efficiency :evidence from Nepalese commercial banks / Prabha Paudel
PermalinkRisk management and financial performance of Nepalese commercial banks / Chetan Shila Shrestha
PermalinkRisk management practices in Nepalese commercial bank / Srijana Timilsina
PermalinkRisk management practices: a survey of commercial banks in Nepal / Dipesh Banepali
PermalinkRisk taking behavior and performance evaluation of joint venture and non joint venture commercial banks of Nepal / Niroj Maharjan
PermalinkService quality and customer satisfaction in Nepalese commercial banks / Ajay Gautam
PermalinkService quality, customer's satisfaction and customers' loyalty in commercial banks / Manju Maharjan
Permalink