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Impact of Interest rates on deposit and lending of Nepalese commercial banks / Grisha Yadav
Title : Impact of Interest rates on deposit and lending of Nepalese commercial banks Material Type: printed text Authors: Grisha Yadav, Author Publication Date: 2015 Pagination: 67p. Size: GRP/Thesis Accompanying material: 4/B General note: Including bibilography Languages : English Descriptors: Banks
Banks and banking
Commercial banks
Interest rateKeywords: 'bank rate deposit rate inflation rate return on assets return on equity' Class number: 332.820 Impact of Interest rates on deposit and lending of Nepalese commercial banks [printed text] / Grisha Yadav, Author . - 2015 . - 67p. ; GRP/Thesis + 4/B.
Including bibilography
Languages : English
Descriptors: Banks
Banks and banking
Commercial banks
Interest rateKeywords: 'bank rate deposit rate inflation rate return on assets return on equity' Class number: 332.820 Hold
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Barcode Call number Media type Location Section Status 80/D 332.820 YAD Thesis/Dissertation Uniglobe Library Social Sciences Available Impact of liquidity on profitability in Nepalese commercial banks / Deepa Shrestha
Title : Impact of liquidity on profitability in Nepalese commercial banks Material Type: printed text Authors: Deepa Shrestha, Author Publication Date: 2016 Pagination: 67p. Size: GRP/Thesis Accompanying material: 4/B General note: Including bibilography Languages : English Descriptors: Banks
Banks and banking
Commercial banks
liquidity on profitabilityKeywords: 'liquidity economics nepal commercial banks banks' Class number: 332.632 Abstract: Liquidity is a financial term that means the amount of capital that is available for investment. Today, most of this capital is credit fund. That is because the large financial institutions that do most investments prefer using borrowed money (Felix and Claudine, 2008). Low interest rates mean credit is cheaper, thus, businesses and investors are more likely to borrow. The return on investment has to be higher than the interest rate, to make investments attractive. In this way, high liquidity spurs economic growth (Heffernan, 1996). The banking institution had contributed significantly to the effectiveness of the entire financial system as they offer an efficient institutional mechanism through which resources can be mobilized and directed from less essential uses to more productive investments (Wilner, 2000).
Liquidity creation itself is seen as the primary source of economic welfare contribution by banks and also as their primary source of risk (Bryant 1980; Diamond and Dybvig 1983; Calomiris and Kahn 1991). Therefore, virtually every financial transaction or commitment has implications for bank’s liquidity. In Nepalese context, Karki (2004) found that liquidity ratio was relatively fluctuating over the period, return on the equity is found satisfactory and there is positive relationship between deposits and loan advances. Joshi (2004) found that the liquidity and banks loan are positively related to banks profitability and Maharjan (2007) revealed that the capital adequacy and liquidity is positively associated with banks profitability.
This study has aimed to determine the impact of bank liquidity on financial performance through analyzing statistically significant factors affecting banks liquidity on financial performance. The other objectives are: to investigate the impact of liquidity risk on performance of Nepalese commercial banks, to analyze the effect of capital ratio to the return on equity and return on assets as financial performance measure of the Nepalese commercial banks, to analyze the effect of changes in investment ratio of the banks to the financial performance, to investigate the relationship of the liquidity ratio with financial performance measured by return on equity (ROE) and return on assets (ROA), and to examine the effect of quick ratio/acid-test ratio to the financial performance of the commercial banks.
The research design adopted in this study consists of descriptive and causal comparative research designs to deal with the various issues raised in this study. The descriptive research design has been adopted to undertake fact- finding operation searching for adequate information in Nepalese context. The study is based on pooled cross-sectional analysis of secondary data of 16 commercial banks for the period 2005/06 to 2013/14.
Results revealed that return on equity is positively related to investment ratio which is similar to result with return on assets. This indicates that higher the investment ration higher would be the return on assets and return on equity. Similarly, correlation between capital ratio and return on equity found to be positive indicating higher the capital ratio higher would be the return on equity. However, the correlation between return on equity and liquidity ratio is found to be negative indicating higher the liquidity in the bank lower would be the return on equity. Further, the correlation is found to be negative for quick ratio with return on equity, this result is contradictory to result with return on assets. Beta coefficient is positive for investment ratio and capital adequacy with bank performance and it is significant at one percent level, which indicates that increased investment ratio and capital ratio increases the bank performance of the banks. However, beta coefficient for liquidity ratio and quick is negative with return on assets and return on equity indicating increased liquidity ratio and quick ratio decreases the return on assets and return on equity of the bank, but this relation is not significant at five percent level.
This study concludes that liquidity status of the bank plays important role in banking performance in case of Nepalese commercial banks. This study revealed that investment ratio, liquidity ratio and capital ratio has positive impact on bank performance, while quick ratio has positive impact on the same. The result with one year lagged variables also showed similar result that higher liquidity ratio, investment ratio and increased capital ration result in increase in the bank performance measured by return on assets and return on equity. However, the negative relation with quick ratio showed that increased quick ratio may leads to decrease in bank performance. The study suggests that banks willing to increase bank performance should increase capital ratio and investment ratio while should control liquidity ratio and quick ratio.
Impact of liquidity on profitability in Nepalese commercial banks [printed text] / Deepa Shrestha, Author . - 2016 . - 67p. ; GRP/Thesis + 4/B.
Including bibilography
Languages : English
Descriptors: Banks
Banks and banking
Commercial banks
liquidity on profitabilityKeywords: 'liquidity economics nepal commercial banks banks' Class number: 332.632 Abstract: Liquidity is a financial term that means the amount of capital that is available for investment. Today, most of this capital is credit fund. That is because the large financial institutions that do most investments prefer using borrowed money (Felix and Claudine, 2008). Low interest rates mean credit is cheaper, thus, businesses and investors are more likely to borrow. The return on investment has to be higher than the interest rate, to make investments attractive. In this way, high liquidity spurs economic growth (Heffernan, 1996). The banking institution had contributed significantly to the effectiveness of the entire financial system as they offer an efficient institutional mechanism through which resources can be mobilized and directed from less essential uses to more productive investments (Wilner, 2000).
Liquidity creation itself is seen as the primary source of economic welfare contribution by banks and also as their primary source of risk (Bryant 1980; Diamond and Dybvig 1983; Calomiris and Kahn 1991). Therefore, virtually every financial transaction or commitment has implications for bank’s liquidity. In Nepalese context, Karki (2004) found that liquidity ratio was relatively fluctuating over the period, return on the equity is found satisfactory and there is positive relationship between deposits and loan advances. Joshi (2004) found that the liquidity and banks loan are positively related to banks profitability and Maharjan (2007) revealed that the capital adequacy and liquidity is positively associated with banks profitability.
This study has aimed to determine the impact of bank liquidity on financial performance through analyzing statistically significant factors affecting banks liquidity on financial performance. The other objectives are: to investigate the impact of liquidity risk on performance of Nepalese commercial banks, to analyze the effect of capital ratio to the return on equity and return on assets as financial performance measure of the Nepalese commercial banks, to analyze the effect of changes in investment ratio of the banks to the financial performance, to investigate the relationship of the liquidity ratio with financial performance measured by return on equity (ROE) and return on assets (ROA), and to examine the effect of quick ratio/acid-test ratio to the financial performance of the commercial banks.
The research design adopted in this study consists of descriptive and causal comparative research designs to deal with the various issues raised in this study. The descriptive research design has been adopted to undertake fact- finding operation searching for adequate information in Nepalese context. The study is based on pooled cross-sectional analysis of secondary data of 16 commercial banks for the period 2005/06 to 2013/14.
Results revealed that return on equity is positively related to investment ratio which is similar to result with return on assets. This indicates that higher the investment ration higher would be the return on assets and return on equity. Similarly, correlation between capital ratio and return on equity found to be positive indicating higher the capital ratio higher would be the return on equity. However, the correlation between return on equity and liquidity ratio is found to be negative indicating higher the liquidity in the bank lower would be the return on equity. Further, the correlation is found to be negative for quick ratio with return on equity, this result is contradictory to result with return on assets. Beta coefficient is positive for investment ratio and capital adequacy with bank performance and it is significant at one percent level, which indicates that increased investment ratio and capital ratio increases the bank performance of the banks. However, beta coefficient for liquidity ratio and quick is negative with return on assets and return on equity indicating increased liquidity ratio and quick ratio decreases the return on assets and return on equity of the bank, but this relation is not significant at five percent level.
This study concludes that liquidity status of the bank plays important role in banking performance in case of Nepalese commercial banks. This study revealed that investment ratio, liquidity ratio and capital ratio has positive impact on bank performance, while quick ratio has positive impact on the same. The result with one year lagged variables also showed similar result that higher liquidity ratio, investment ratio and increased capital ration result in increase in the bank performance measured by return on assets and return on equity. However, the negative relation with quick ratio showed that increased quick ratio may leads to decrease in bank performance. The study suggests that banks willing to increase bank performance should increase capital ratio and investment ratio while should control liquidity ratio and quick ratio.
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Barcode Call number Media type Location Section Status 178/D 332.632 SHR Thesis/Dissertation Uniglobe Library Philosophy & Psychology Available Impact of motivation on employees performance in Nepalese commercial bank / Sashi Kumari Chand
Title : Impact of motivation on employees performance in Nepalese commercial bank Material Type: printed text Authors: Sashi Kumari Chand, Author Publication Date: 2015 Pagination: 74p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibiolgraphy Languages : English Descriptors: Banks
Banks and banking
Commercial banks
Employee motivation
NepalKeywords: 'employee motivation motivation banks banking ' Class number: 658.314 Abstract: The success or failure of any business as a matter of fact depends largely on its employees; thus human resources are very essential to the organization as they are the key to prosperity, productivity and performance. How employees are perceived, treated and how they feel about themselves and ultimately their output directly or indirectly has an impact on their performance and development of the organization. Demotivated employees result is decreased performance. The aim of this study is to find out the impact of motivation on the employee performance of Nepalese commercial banks. This study is a survey-based and descriptive approach. Percentage, mean, correlation is used for data analysis. The study is based on primary sources of data. The dimensions of employee motivation are salary, promotion, working environment, career development, training, incentives and recognition. The population of this study includes employees of 18 commercial banks. In the study, the sample represents the employees of different bank such as 3 public banks, 5 joint venture banks and 10 private sector banks are represented as sample for study. The study adopted the mixed approach of research design and the case study method to provide answers to research questions formulated. A sampling technique was employed to select and sample the opinion of 150 workers of selected commercial Bank on the issue. Data obtained from the field survey was later analyzed using SPSS and MS Excel. There is a positive relation between employee performance and corporate performance since employees are able to achieve the bank's performance indicators in terms of deposits, loan recovery, profitability and also ensuring the liquidity of the banks. The study revealed that indeed there is a relationship between motivation and performance and aside the known fact that money is the key amongst the motivational factors to employees and performance appraisal is one of the important factors for the employee motivation in Nepal. The researcher recommends that management attaches more importance to issues of employee motivation to make the institution survive amongst its competitors. The factors such as salary, promotion, financial incentives, rewards, training and recognition which help to give the best at work. The results and findings indicated that human resource management should come up with an effective performance measurement system that rewards hard workers and penalizes ineffective workers. Impact of motivation on employees performance in Nepalese commercial bank [printed text] / Sashi Kumari Chand, Author . - 2015 . - 74p. ; GRP/Thesis + 3/B.
Including bibiolgraphy
Languages : English
Descriptors: Banks
Banks and banking
Commercial banks
Employee motivation
NepalKeywords: 'employee motivation motivation banks banking ' Class number: 658.314 Abstract: The success or failure of any business as a matter of fact depends largely on its employees; thus human resources are very essential to the organization as they are the key to prosperity, productivity and performance. How employees are perceived, treated and how they feel about themselves and ultimately their output directly or indirectly has an impact on their performance and development of the organization. Demotivated employees result is decreased performance. The aim of this study is to find out the impact of motivation on the employee performance of Nepalese commercial banks. This study is a survey-based and descriptive approach. Percentage, mean, correlation is used for data analysis. The study is based on primary sources of data. The dimensions of employee motivation are salary, promotion, working environment, career development, training, incentives and recognition. The population of this study includes employees of 18 commercial banks. In the study, the sample represents the employees of different bank such as 3 public banks, 5 joint venture banks and 10 private sector banks are represented as sample for study. The study adopted the mixed approach of research design and the case study method to provide answers to research questions formulated. A sampling technique was employed to select and sample the opinion of 150 workers of selected commercial Bank on the issue. Data obtained from the field survey was later analyzed using SPSS and MS Excel. There is a positive relation between employee performance and corporate performance since employees are able to achieve the bank's performance indicators in terms of deposits, loan recovery, profitability and also ensuring the liquidity of the banks. The study revealed that indeed there is a relationship between motivation and performance and aside the known fact that money is the key amongst the motivational factors to employees and performance appraisal is one of the important factors for the employee motivation in Nepal. The researcher recommends that management attaches more importance to issues of employee motivation to make the institution survive amongst its competitors. The factors such as salary, promotion, financial incentives, rewards, training and recognition which help to give the best at work. The results and findings indicated that human resource management should come up with an effective performance measurement system that rewards hard workers and penalizes ineffective workers. Hold
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Barcode Call number Media type Location Section Status 78/D 658.314 CHA Thesis/Dissertation Uniglobe Library Technology Available Interactive marketing and customer retention in Nepalese commercial banks / Ananta Puri
Title : Interactive marketing and customer retention in Nepalese commercial banks Material Type: printed text Authors: Ananta Puri, Author Publication Date: 2014 Pagination: 81p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibliography Languages : English Descriptors: Bank marketing
Banks
Banks and banking
Commercial banks
Direct marketing
Electronic commerce
Interactive marketing
Marketing
TelemarketingKeywords: 'interactive marketing customer banks banks and banking commercial banks electronic commerce nepal' Class number: 658.84 Abstract: Service industries like bank has become more and more crucial in every aspects of business form the last two decades. The extents of banking industries become evident on national economy. Banking industries are expected to be more significant in upcoming future. As it becomes stronger instrument to the modern economy the clients are now getting more choices and easy availability. Therefore, it has become harder for the service oriented firm to do stable business. Moreover, continuous flow of new comers and innovative approaches by the competitors make it harder. It has become difficult for banks to retain the customers. A business that wants to succeed in today’s global competitive market where customers are empowered and brand loyalty erosion is increasing will have to maintain a good relationship with customers. Bank need to investigate customer needs, they have to build relationships with both existing and potential customers, and they will have to satisfy their customers‟ needs. Bank should realize the importance of satisfying and retaining customers. Acquiring 3 new customers can cost five times more that the cost involved in satisfying and retaining current customers.
The study aimed to find the relationship between interactive marketing and customer retention in the Nepalese banking industry. The other objectives of this study are to identify the critical factors of Interactive Marketing in Nepalese Banking sector, to identify the critical factors of customer retention in Nepalese Banking sector, to identify the relationship between interactive marketing and customer retention in banking sector and identify the possible benefits of this relationships, to analyze the relationship between interactive control and customer retention in Nepalese banking sector, to identify the connection between Trust Benevolence and Customer Retention, to assess the relationship between perceived risk and customer retention in commercial banks of Nepal, to explore the relationship between two way communication and customer retention and to examine relationship between delivery speed and customer retention in commercial banks of Nepal.
Questionnaire were developed and distributed to 180 customers but only 150 customers of Nepalese commercial banks respond to collect the required data. 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 interactive marketing dimensions and customer retention were measured on 5 point liker scale and weighted mean value of each variables were used to examine the relationship between dependent and independent variables as for the study purpose.
The study indicated that dimension of interactive marketing and trust has strong positive significant relationships with customer retention except interactive control and perceived risk. Most of the customers have complaint about two way communications. They feel there is less interaction between the bank and customers, which is decreasing the interest of customers towards bank. The report concludes that there is need to retain customers in the Nepalese banking industry. To maintain a relationship formal incentives are not enough, trust is also necessary.
Interactive marketing and customer retention in Nepalese commercial banks [printed text] / Ananta Puri, Author . - 2014 . - 81p. ; GRP/Thesis + 3/B.
Including bibliography
Languages : English
Descriptors: Bank marketing
Banks
Banks and banking
Commercial banks
Direct marketing
Electronic commerce
Interactive marketing
Marketing
TelemarketingKeywords: 'interactive marketing customer banks banks and banking commercial banks electronic commerce nepal' Class number: 658.84 Abstract: Service industries like bank has become more and more crucial in every aspects of business form the last two decades. The extents of banking industries become evident on national economy. Banking industries are expected to be more significant in upcoming future. As it becomes stronger instrument to the modern economy the clients are now getting more choices and easy availability. Therefore, it has become harder for the service oriented firm to do stable business. Moreover, continuous flow of new comers and innovative approaches by the competitors make it harder. It has become difficult for banks to retain the customers. A business that wants to succeed in today’s global competitive market where customers are empowered and brand loyalty erosion is increasing will have to maintain a good relationship with customers. Bank need to investigate customer needs, they have to build relationships with both existing and potential customers, and they will have to satisfy their customers‟ needs. Bank should realize the importance of satisfying and retaining customers. Acquiring 3 new customers can cost five times more that the cost involved in satisfying and retaining current customers.
The study aimed to find the relationship between interactive marketing and customer retention in the Nepalese banking industry. The other objectives of this study are to identify the critical factors of Interactive Marketing in Nepalese Banking sector, to identify the critical factors of customer retention in Nepalese Banking sector, to identify the relationship between interactive marketing and customer retention in banking sector and identify the possible benefits of this relationships, to analyze the relationship between interactive control and customer retention in Nepalese banking sector, to identify the connection between Trust Benevolence and Customer Retention, to assess the relationship between perceived risk and customer retention in commercial banks of Nepal, to explore the relationship between two way communication and customer retention and to examine relationship between delivery speed and customer retention in commercial banks of Nepal.
Questionnaire were developed and distributed to 180 customers but only 150 customers of Nepalese commercial banks respond to collect the required data. 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 interactive marketing dimensions and customer retention were measured on 5 point liker scale and weighted mean value of each variables were used to examine the relationship between dependent and independent variables as for the study purpose.
The study indicated that dimension of interactive marketing and trust has strong positive significant relationships with customer retention except interactive control and perceived risk. Most of the customers have complaint about two way communications. They feel there is less interaction between the bank and customers, which is decreasing the interest of customers towards bank. The report concludes that there is need to retain customers in the Nepalese banking industry. To maintain a relationship formal incentives are not enough, trust is also necessary.
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Barcode Call number Media type Location Section Status 43/D 658.84 PUR Thesis/Dissertation Uniglobe Library Technology Available Internet banking and customer satisfaction: a case of Nepalese commercial banks / Elish Shrestha
Title : Internet banking and customer satisfaction: a case of Nepalese commercial banks Material Type: printed text Authors: Elish Shrestha, Author Publication Date: 2015 Pagination: 69p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography
Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Internet banking
NepalKeywords: 'internet banking banks banks and banking commercial banks nepal customer customer satisfaction' Class number: 332.102 Abstract: Customer satisfaction is imperative for the long-term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization, both public and private sectors are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the dimensions of service quality. Internet banking is the most inventive service offered by the banks. For banks, internet has emerged as a strategic resource for achieving higher efficiency. The electronic revolution has made it possible to provide ease and flexibility in banking operations, which benefit the customers. Customer satisfaction is a long-term strategy. It is one of the most important competitive factors that indicate a company’s profitability. Banks in Nepal are providing different facilities to the customers like SMS banking, online banking and many more. Due to such facilitiesNepalese people are gainingbanking knowledge and they are saving their money in banks.
The major objective of the study is to examine the relationship between internet banking services and customer satisfaction in Nepalese commercial banks. Likewise, the specific objectives areto examine the relationship between reliability of internet banking services and customer satisfaction in Nepalese Commercial Banks;to assess the performance of internet banking activities of commercial banks in Nepal;to analyze the customer satisfaction level in service security and customer support in internet banking services of Nepalese commercial banks;to determine the relationship between easy to use internet banking services and customer satisfaction in Nepalese commercial banks;to evaluate the awareness of internet banking services among the customers of Nepalese commercial banks; andto examine the impact of perceived value of internet banking services on customer satisfaction.
The study is based on primary source of data. Data for the survey are collected from the customers of different commercial banks. The primary sources of data have been used to assess the opinion of respondents with respect to customers’ satisfaction and internet banking services provided by the Nepalese commercial banks. The total sample respondents are 150 from different bank customers. The instruments are descriptive statistics as well as inferential statistics and convenience sampling technique is used. Frequencies, percentage, medium, standard deviation, correlation, regression and test of significance are used in this study to measure the customer satisfaction with internet banking services. The research is based on the qualitative method.
The results and findings are mainly dependent on the customers’perception, evaluation and psychological reactions of consumption experience of the products and services of respective banks. Majority of the respondents have agreed that transactions done through internet banking help to enhance the efficiency of customers. In the same way, 64% of the respondents have agreed that internet banking enables to accomplish more banking activities. Likewise, in rating the performance of internet banking services like bill payments, e-alerts, stop payment, balance enquiry, retrieving bank statement and fund transfer majority of respondents have rated that commercial banks are good enough to provide all these services to their customers. Majority of internet banking users (44%) are satisfied with the internet banking services provided to customers by their respective banks. But talking about the cost of internet banking services imposed by the banks, many respondents are neither satisfied nor dissatisfied. Easy to Use (EU) is found significant at 1 percent level of significance and service security is found significant at 10 percent. This shows that only two variables have good explanatory power among all the independent variables.
The study concludes thatinternet banking has become a major facility sought by the existing and potential customers especially the educated and employed people to get better and fast services. All the service sectors depend on customers and their satisfaction and the banks are no exception. Majority of the customers are using internet banking since it is easy to use. The bank should make it more flexible and also website should be made in multi languages so that all walk of people will be attracted to the internet banking. It is also recommended that banks must invest in understanding the needs of customers of internet banking and try as much as possible to meet their various needs associated with the services provided by internet banking.
This study suggests that there is a need for further researchers to examine the effect of customer satisfaction or dissatisfaction including more dimensions like system availability, cost effectiveness, brand perception, compensation, problem handling and many more as there will be huge acceptance of e-banking with the passage of time with growing awareness and education.
Internet banking and customer satisfaction: a case of Nepalese commercial banks [printed text] / Elish Shrestha, Author . - 2015 . - 69p. ; GRP/Thesis + 2/B.
Including bibliography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Internet banking
NepalKeywords: 'internet banking banks banks and banking commercial banks nepal customer customer satisfaction' Class number: 332.102 Abstract: Customer satisfaction is imperative for the long-term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization, both public and private sectors are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the dimensions of service quality. Internet banking is the most inventive service offered by the banks. For banks, internet has emerged as a strategic resource for achieving higher efficiency. The electronic revolution has made it possible to provide ease and flexibility in banking operations, which benefit the customers. Customer satisfaction is a long-term strategy. It is one of the most important competitive factors that indicate a company’s profitability. Banks in Nepal are providing different facilities to the customers like SMS banking, online banking and many more. Due to such facilitiesNepalese people are gainingbanking knowledge and they are saving their money in banks.
The major objective of the study is to examine the relationship between internet banking services and customer satisfaction in Nepalese commercial banks. Likewise, the specific objectives areto examine the relationship between reliability of internet banking services and customer satisfaction in Nepalese Commercial Banks;to assess the performance of internet banking activities of commercial banks in Nepal;to analyze the customer satisfaction level in service security and customer support in internet banking services of Nepalese commercial banks;to determine the relationship between easy to use internet banking services and customer satisfaction in Nepalese commercial banks;to evaluate the awareness of internet banking services among the customers of Nepalese commercial banks; andto examine the impact of perceived value of internet banking services on customer satisfaction.
The study is based on primary source of data. Data for the survey are collected from the customers of different commercial banks. The primary sources of data have been used to assess the opinion of respondents with respect to customers’ satisfaction and internet banking services provided by the Nepalese commercial banks. The total sample respondents are 150 from different bank customers. The instruments are descriptive statistics as well as inferential statistics and convenience sampling technique is used. Frequencies, percentage, medium, standard deviation, correlation, regression and test of significance are used in this study to measure the customer satisfaction with internet banking services. The research is based on the qualitative method.
The results and findings are mainly dependent on the customers’perception, evaluation and psychological reactions of consumption experience of the products and services of respective banks. Majority of the respondents have agreed that transactions done through internet banking help to enhance the efficiency of customers. In the same way, 64% of the respondents have agreed that internet banking enables to accomplish more banking activities. Likewise, in rating the performance of internet banking services like bill payments, e-alerts, stop payment, balance enquiry, retrieving bank statement and fund transfer majority of respondents have rated that commercial banks are good enough to provide all these services to their customers. Majority of internet banking users (44%) are satisfied with the internet banking services provided to customers by their respective banks. But talking about the cost of internet banking services imposed by the banks, many respondents are neither satisfied nor dissatisfied. Easy to Use (EU) is found significant at 1 percent level of significance and service security is found significant at 10 percent. This shows that only two variables have good explanatory power among all the independent variables.
The study concludes thatinternet banking has become a major facility sought by the existing and potential customers especially the educated and employed people to get better and fast services. All the service sectors depend on customers and their satisfaction and the banks are no exception. Majority of the customers are using internet banking since it is easy to use. The bank should make it more flexible and also website should be made in multi languages so that all walk of people will be attracted to the internet banking. It is also recommended that banks must invest in understanding the needs of customers of internet banking and try as much as possible to meet their various needs associated with the services provided by internet banking.
This study suggests that there is a need for further researchers to examine the effect of customer satisfaction or dissatisfaction including more dimensions like system availability, cost effectiveness, brand perception, compensation, problem handling and many more as there will be huge acceptance of e-banking with the passage of time with growing awareness and education.
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Barcode Call number Media type Location Section Status 94/D 332.102 SHR Thesis/Dissertation Uniglobe Library Social Sciences Available Loan loss provision practices of Nepalese commercial banks / Sajana Dangol
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