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Service quality, customer's satisfaction and customers' loyalty in commercial banks / Manju Maharjan
Title : Service quality, customer's satisfaction and customers' loyalty in commercial banks Material Type: printed text Authors: Manju Maharjan, Author Publication Date: 2014 Pagination: 69p. Size: GRP/Thesis Accompanying material: 3/B General note: Includes bibliographies Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Customer services
Service qualityKeywords: 'service quality and customer satisfaction customers Nepal commercial banks banks' Class number: 658.812 Service quality, customer's satisfaction and customers' loyalty in commercial banks [printed text] / Manju Maharjan, Author . - 2014 . - 69p. ; GRP/Thesis + 3/B.
Includes bibliographies
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Barcode Call number Media type Location Section Status 45/D 658.812 MAH Books Uniglobe Library Technology Available Service quality dimension and customers satisfaction in Nepalese commercial banks / Reena Yadav
Title : Service quality dimension and customers satisfaction in Nepalese commercial banks Material Type: printed text Authors: Reena Yadav, Author Publication Date: 2017 Pagination: 102p. Size: GRP/Thesis Accompanying material: 9/B Languages : English Descriptors: Customer services Class number: 658.812 Abstract: Banks are one of the most important institutions for the development of the financial sector, economy and the country as a whole. So, an efficient functioning of banking system is required for a development of overall economy of a country. Banks play an integral role of financial intermediary by collecting deposits from the surplus facing units and lending them to the deficit facing units. Saeed et al. (2015) observed stiff competition in the banking industry due to which the significance of customer satisfaction has grown tremendously. The study identified five quality dimensions that play a vital role to fill the gap between customer expectation and customer satisfaction. Five quality dimensions include reliability, privacy, reputation, empathy and tangibility. Numerous studies have agreed that customer expectations encompass more than one aspect of the service package (Johnson, 1995; Taylor, 1993 and Chase, 1978).
The major objective of the study is to analyze the impact of various dimensions of service quality on customer satisfaction of Nepalese commercial banks.The other objectives of this study are toanalyze the relationship between responsiveness and reliability on customer satisfaction of Nepalese commercial banks, toexamine the relationship between tangibility and empathy with customer satisfaction of Nepalese commercial banks, todetermine the impact of assurance on customer satisfaction of Nepalese commercial banks and to find out the most important service quality dimensions affecting customer satisfaction of Nepalese commercial banks.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 192 employees of 24 commercial banks. The questionnaire were Yes, No, Ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on service quality dimensions and customer satisfaction were measured in 5 point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose.
The result confirmed that tangibility, reliability, responsiveness and empathy are major factors affecting customer satisfaction of Nepalese commercial banks. Likewise, empathy, reliability, responsiveness and tangibility are ranked as the most important dimension of service quality affecting customer satisfaction of Nepalese commercial banks. Employee dress, promptness, service provided by the bank, interior comfort of the bank and bank’s staffs keeping customer’s best interest at heart are ranked as the most important attributes affecting customer satisfaction of Nepalese commercial banks. The study revealed that tangibility, responsiveness, reliability and empathy have positive relationship with customer satisfaction indicating that higher the level of tangibility, responsiveness, reliability and empathy, higher would be the customer satisfaction.
Using correlation analysis, the study reveals that reliability and tangibility are positively related to customer satisfaction. This indicates that higher the value of tangibility and reliability, higher would be the customer satisfaction. Similarly, empathy and responsiveness are positively related to customer satisfaction. This results also indicates that higher the value of empathy and responsiveness, higher would be the customer satisfaction. Moreover, assurance is also positively related to customer satisfaction. This indicates that higherthe value of assurance, higher would be the customer satisfaction.
The regression analysis reveals that the tangibility of the bank has a significant positive impact on customer satisfaction, where coefficients are significant at 5 percent level of significance. This indicates that higher the higher the value tangibility of bank higher would be the customer satisfaction. Similarly, empathy and responsiveness of the bank has a significant positive impact on customer satisfaction, where coefficients are significant at 5 percent level of significance. The beta coefficient is positive and significant for empathy at 5 percent level of significance. This indicates that employee with higher level of empathy are able to generate higher level of customer satisfaction. Beta coefficient is also positive for responsiveness. It indicates higher the employee responsiveness, higher would be the customer satisfaction, where beta coefficient is significant at 5 percent level of significance. The beta coefficient is positive and significant for reliability at 1 percent level of significance. This indicates that an increase in reliability lead to increase in customer satisfaction. The beta coefficient of assurance is positive but insignificant with the customer satisfaction.
Service quality dimension and customers satisfaction in Nepalese commercial banks [printed text] / Reena Yadav, Author . - 2017 . - 102p. ; GRP/Thesis + 9/B.
Languages : English
Descriptors: Customer services Class number: 658.812 Abstract: Banks are one of the most important institutions for the development of the financial sector, economy and the country as a whole. So, an efficient functioning of banking system is required for a development of overall economy of a country. Banks play an integral role of financial intermediary by collecting deposits from the surplus facing units and lending them to the deficit facing units. Saeed et al. (2015) observed stiff competition in the banking industry due to which the significance of customer satisfaction has grown tremendously. The study identified five quality dimensions that play a vital role to fill the gap between customer expectation and customer satisfaction. Five quality dimensions include reliability, privacy, reputation, empathy and tangibility. Numerous studies have agreed that customer expectations encompass more than one aspect of the service package (Johnson, 1995; Taylor, 1993 and Chase, 1978).
The major objective of the study is to analyze the impact of various dimensions of service quality on customer satisfaction of Nepalese commercial banks.The other objectives of this study are toanalyze the relationship between responsiveness and reliability on customer satisfaction of Nepalese commercial banks, toexamine the relationship between tangibility and empathy with customer satisfaction of Nepalese commercial banks, todetermine the impact of assurance on customer satisfaction of Nepalese commercial banks and to find out the most important service quality dimensions affecting customer satisfaction of Nepalese commercial banks.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 192 employees of 24 commercial banks. The questionnaire were Yes, No, Ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on service quality dimensions and customer satisfaction were measured in 5 point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose.
The result confirmed that tangibility, reliability, responsiveness and empathy are major factors affecting customer satisfaction of Nepalese commercial banks. Likewise, empathy, reliability, responsiveness and tangibility are ranked as the most important dimension of service quality affecting customer satisfaction of Nepalese commercial banks. Employee dress, promptness, service provided by the bank, interior comfort of the bank and bank’s staffs keeping customer’s best interest at heart are ranked as the most important attributes affecting customer satisfaction of Nepalese commercial banks. The study revealed that tangibility, responsiveness, reliability and empathy have positive relationship with customer satisfaction indicating that higher the level of tangibility, responsiveness, reliability and empathy, higher would be the customer satisfaction.
Using correlation analysis, the study reveals that reliability and tangibility are positively related to customer satisfaction. This indicates that higher the value of tangibility and reliability, higher would be the customer satisfaction. Similarly, empathy and responsiveness are positively related to customer satisfaction. This results also indicates that higher the value of empathy and responsiveness, higher would be the customer satisfaction. Moreover, assurance is also positively related to customer satisfaction. This indicates that higherthe value of assurance, higher would be the customer satisfaction.
The regression analysis reveals that the tangibility of the bank has a significant positive impact on customer satisfaction, where coefficients are significant at 5 percent level of significance. This indicates that higher the higher the value tangibility of bank higher would be the customer satisfaction. Similarly, empathy and responsiveness of the bank has a significant positive impact on customer satisfaction, where coefficients are significant at 5 percent level of significance. The beta coefficient is positive and significant for empathy at 5 percent level of significance. This indicates that employee with higher level of empathy are able to generate higher level of customer satisfaction. Beta coefficient is also positive for responsiveness. It indicates higher the employee responsiveness, higher would be the customer satisfaction, where beta coefficient is significant at 5 percent level of significance. The beta coefficient is positive and significant for reliability at 1 percent level of significance. This indicates that an increase in reliability lead to increase in customer satisfaction. The beta coefficient of assurance is positive but insignificant with the customer satisfaction.
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Barcode Call number Media type Location Section Status 319/D 658.812 YAD Thesis/Dissertation Uniglobe Library Technology Available Services marketing: people, technology, strategy / Christopher, Lovelock
Title : Services marketing: people, technology, strategy Material Type: printed text Authors: Christopher, Lovelock, Author Publisher: Delhi: Pearson Education Publication Date: 2013 Pagination: 683p Size: Books Price: Rs.958 Languages : English Descriptors: Customer services
Professional -- marketing
Service industries -- marketingKeywords: 'Customer services Professional -- marketing Professional -- marketing' Class number: 658.8 Services marketing: people, technology, strategy [printed text] / Christopher, Lovelock, Author . - [S.l.] : Delhi: Pearson Education, 2013 . - 683p ; Books.
Rs.958
Languages : English
Descriptors: Customer services
Professional -- marketing
Service industries -- marketingKeywords: 'Customer services Professional -- marketing Professional -- marketing' Class number: 658.8 Hold
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Barcode Call number Media type Location Section Status 4135 658.8 CHR Books Uniglobe Library Technology Available 4136 658.8 CHR Books Uniglobe Library Technology Available