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Factors influencing customer satisfaction on online banking in Nepalese / Bimal Pandey
Title : Factors influencing customer satisfaction on online banking in Nepalese Material Type: printed text Authors: Bimal Pandey, Author Publication Date: 2017 Pagination: 95p. Size: GRP/Thesis Accompanying material: 9/B Languages : English Descriptors: Customer satisfaction
Bank and banking
online bankingClass number: 332.170 Abstract: Online banking is where a customer can access his or her bank account through internet using personal computer or mobile phone and web-browser (Arunachalam and Sivasubramanian 2007). In addition, Ongkasuwan and Tantichattanon (2002) further defines online banking service as banking service that allows customers to access and perform financial transactions on their bank accounts from their web enabled computers with internet connection to banks' web sites any time they wish. Online banking service also enables bank customers to perform transactions such as transfer and payments, access of latest balance, statement viewing, account detail viewing, customization, print, downloading of statements and obtaining of a history statement on all accounts linked to the bank’s customers’ auto bank (ATMs).
In the competitive world of business, no organization can be successful without regard to the needs and demands of its customers’ satisfaction. The quality of products and services offered by the organizations enables them to distinguish themselves from other competitors. Most experts believe that the surest way to achieve success is to remain in the minds of customers and it is only obtained by providing high quality of products and services (Naebzadeh and Fatahi, 2009). Awareness of the concept of service quality and its efforts to improve has been led to the quality of services. Increasing levels of service quality can enhance customer satisfaction (Donnelly et al., 2006).
The main objective of the study is to analyze the relationship between customer’s satisfaction and online banking of Nepalese commercial banks. The specific objectives are to analyze the perception of customers on the level of service quality dimensions (easy to use, efficiency, reliability, responsiveness, security) of the Nepalese commercial banks, to examine the relationship of easy to use, efficiency, reliability, responsiveness, security on customer satisfaction, to determine the impact of selected service quality dimensions on customer satisfaction, to find out the most important factor affecting customer satisfaction on online banking in Nepalese commercial banks.
This study is primarily based on primary sources of data. The primary sources of data have been used to assess the opinion of respondents with respect to customer satisfaction level regarding the commercial banks. The questionnaire survey has been conducted to know the opinions of customers regarding service quality variables of Nepalese commercial banks.A set of questionnaire was prepared and distributed to the customers of sample Nepalese commercial banks. The questions were designed to get the views, related information from the respondents. Data were collected using well formulated questionnaires. The questionnaires were self-adjusted, validated and pre-tested. The respondents represent customers of 22 commercial banks of Nepal and total of 180 questionnaires were collected. The information related to customer satisfaction and service qualities were administered through questionnaires.
The major conclusion of the study is that online banking service quality play a prominent role in determination of customer’s satisfaction. Easy to use and reliability are the major factors affecting customer satisfaction. This shows that easier the online banking services to use, higher would be the customer satisfaction. The study also concludes that there is a positive relationship between easy to use and customer satisfaction. It reveals that easier the online banking services to use, higher the customers’ satisfaction. Similarly, the study shows that customer satisfaction is positively related to efficiency. It reveals that more the online services provided by the banks are efficient, higher the customer satisfaction would be. The beta coefficient for reliability, responsiveness and security are positively related to customer satisfaction. It indicates increase in reliability, responsiveness and securitywill leads to increase in customer satisfaction.
Factors influencing customer satisfaction on online banking in Nepalese [printed text] / Bimal Pandey, Author . - 2017 . - 95p. ; GRP/Thesis + 9/B.
Languages : English
Descriptors: Customer satisfaction
Bank and banking
online bankingClass number: 332.170 Abstract: Online banking is where a customer can access his or her bank account through internet using personal computer or mobile phone and web-browser (Arunachalam and Sivasubramanian 2007). In addition, Ongkasuwan and Tantichattanon (2002) further defines online banking service as banking service that allows customers to access and perform financial transactions on their bank accounts from their web enabled computers with internet connection to banks' web sites any time they wish. Online banking service also enables bank customers to perform transactions such as transfer and payments, access of latest balance, statement viewing, account detail viewing, customization, print, downloading of statements and obtaining of a history statement on all accounts linked to the bank’s customers’ auto bank (ATMs).
In the competitive world of business, no organization can be successful without regard to the needs and demands of its customers’ satisfaction. The quality of products and services offered by the organizations enables them to distinguish themselves from other competitors. Most experts believe that the surest way to achieve success is to remain in the minds of customers and it is only obtained by providing high quality of products and services (Naebzadeh and Fatahi, 2009). Awareness of the concept of service quality and its efforts to improve has been led to the quality of services. Increasing levels of service quality can enhance customer satisfaction (Donnelly et al., 2006).
The main objective of the study is to analyze the relationship between customer’s satisfaction and online banking of Nepalese commercial banks. The specific objectives are to analyze the perception of customers on the level of service quality dimensions (easy to use, efficiency, reliability, responsiveness, security) of the Nepalese commercial banks, to examine the relationship of easy to use, efficiency, reliability, responsiveness, security on customer satisfaction, to determine the impact of selected service quality dimensions on customer satisfaction, to find out the most important factor affecting customer satisfaction on online banking in Nepalese commercial banks.
This study is primarily based on primary sources of data. The primary sources of data have been used to assess the opinion of respondents with respect to customer satisfaction level regarding the commercial banks. The questionnaire survey has been conducted to know the opinions of customers regarding service quality variables of Nepalese commercial banks.A set of questionnaire was prepared and distributed to the customers of sample Nepalese commercial banks. The questions were designed to get the views, related information from the respondents. Data were collected using well formulated questionnaires. The questionnaires were self-adjusted, validated and pre-tested. The respondents represent customers of 22 commercial banks of Nepal and total of 180 questionnaires were collected. The information related to customer satisfaction and service qualities were administered through questionnaires.
The major conclusion of the study is that online banking service quality play a prominent role in determination of customer’s satisfaction. Easy to use and reliability are the major factors affecting customer satisfaction. This shows that easier the online banking services to use, higher would be the customer satisfaction. The study also concludes that there is a positive relationship between easy to use and customer satisfaction. It reveals that easier the online banking services to use, higher the customers’ satisfaction. Similarly, the study shows that customer satisfaction is positively related to efficiency. It reveals that more the online services provided by the banks are efficient, higher the customer satisfaction would be. The beta coefficient for reliability, responsiveness and security are positively related to customer satisfaction. It indicates increase in reliability, responsiveness and securitywill leads to increase in customer satisfaction.
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Barcode Call number Media type Location Section Status 366/D 332.102 PAN Thesis/Dissertation Uniglobe Library Social Sciences Available Impact of customer relationship management efforts on customer loyalty in Nepalese commercial banks / Neeta Joshi
Title : Impact of customer relationship management efforts on customer loyalty in Nepalese commercial banks Material Type: printed text Authors: Neeta Joshi, Author Publication Date: 2014 Pagination: 86p. Size: GRP/Thesis Accompanying material: 2/B General note: Including biblography Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Customer loyaltyKeywords: 'customers customer loyalty commercial banks banks banks and banking' Class number: 658.812 Impact of customer relationship management efforts on customer loyalty in Nepalese commercial banks [printed text] / Neeta Joshi, Author . - 2014 . - 86p. ; GRP/Thesis + 2/B.
Including biblography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Customer loyaltyKeywords: 'customers customer loyalty commercial banks banks banks and banking' Class number: 658.812 Hold
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Barcode Call number Media type Location Section Status 61/D 658.812 JOS Thesis/Dissertation Uniglobe Library Technology Available Impact of customer relationship management on customer satisfaction of Nepalese commercial banks / Ranjeeta Khadka
Title : Impact of customer relationship management on customer satisfaction of Nepalese commercial banks Material Type: printed text Authors: Ranjeeta Khadka, Author Publication Date: 2015 Pagination: 81p. Size: GRP/Thesis Accompanying material: 5/B General note: Including bibilography Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Service qualityKeywords: 'behavior of the employees customer convenience customer relationship management' Class number: 658.812 Impact of customer relationship management on customer satisfaction of Nepalese commercial banks [printed text] / Ranjeeta Khadka, Author . - 2015 . - 81p. ; GRP/Thesis + 5/B.
Including bibilography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Service qualityKeywords: 'behavior of the employees customer convenience customer relationship management' Class number: 658.812 Hold
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Barcode Call number Media type Location Section Status 103/D 658.812 KHA Thesis/Dissertation Uniglobe Library Technology Available Impact of customer relationship management on customer satisfaction: a study of Nepalese commercial banks / Basant Shah
Title : Impact of customer relationship management on customer satisfaction: a study of Nepalese commercial banks Material Type: printed text Authors: Basant Shah, Author Publication Date: 2017 Pagination: 101p. Size: GRP/Thesis Accompanying material: 9/B Languages : English Descriptors: Customer satisfaction
Banks and bankingKeywords: 'behavior of the employees customer convenience customer relationship management' Class number: 658.812 Abstract: Banking industries are very competitive, and it is difficult for banks to provide unique banking services as required by clients. To overcome this challenge banks can benefit from superior customer relationship management, because the clients focus on the service aspect of the bank and the level of interaction when evaluating a service firm. Firm's and customer relationships in service industries are important as they influence the satisfaction of customer.
Customer relationship management has received much attention in both academy and practice areas in the last few decades. Over the last decadecustomer relationship managementbegan to dominate the banking field. Customer relationship management is concerned about building customer satisfaction and loyalty by providing value to all the parties involved in the relational exchanges as, customer satisfaction is the final goal of customer relationship management.
Business environments are characterized by increasingly saturated markets, caused by changes in the nature of competition and an ever-growing imperative to attain a comprehensive appreciation of customer needs. Matching the growing complexity of the business environment has led to an ever-more diversified and demanding customer base.
Customer relationship management is about managing customer knowledge to be understood and serve them and it is a multi-dimensional concept which places customers at the center of an organization where customer service is an important component of customer relationship management, however this notion is also concerned with coordinating customer relations across all business functions.
Customer loyalty is winning the confidence of the customers in favor of an organization such that the relationship becomes a win-win situation for both the organization as well as the customer. For this reason, it is pretty important in intensively competitive environment to be in regular contact with the customers and to follow the changes in them closely.
The major purpose of this study is to analyze the impact of customer relationship management on customer satisfaction in Nepalese commercial banks.This study includes 20 commercial banks within Kathmandu valley. Total number of observation for the study consists of 180 respondents for analyzing the relationship between the CRM practices and customer satisfaction. For the selection of the sample respondent, convenience sampling has been used.
The result shows that service quality is positively correlated tocustomer satisfaction. It means that higher the level of service quality, higher would becustomer satisfaction. Similarly, behavior of the employee is positively related to customer satisfaction. It indicates that better the behavior of the employee, higher would be the customer satisfaction. Likewise, customer convenience is positively related to customer satisfaction, which indicates thathigher the feel of convenient services, higher would be the customer satisfaction. Also, the result shows that pricing is positively correlated tocustomer satisfaction. It means that better the fair pricing policy, higher would be the customer satisfaction. Similarly, offers and benefits is positively correlated to customer satisfaction. It means that higher the level of offers and benefits,higher would be the customer satisfaction.
The regression results show that beta coefficient of service quality ispositive. It indicates that higher the level of service quality, higher would be the customer satisfaction. The beta coefficient for behaviour of the employee is positive with customer satisfaction.This indicate that better the behavior of the employee, higher would be the customer satisfaction. Likewise, the result shows that beta coefficient for customer convenience is positive. This indicate that higher the feel of convenient services, higher would be customer satisfaction. Likewise, the results show that beta coefficient for pricing is also positive. It indicated that higher the fair pricing policies for the customers, higher would be the customer satisfaction. Similarly the beta coefficient for offers and benefits is positive. It indicate that higher the level of offers and benefits, higher would be the customer satisfaction.
Impact of customer relationship management on customer satisfaction: a study of Nepalese commercial banks [printed text] / Basant Shah, Author . - 2017 . - 101p. ; GRP/Thesis + 9/B.
Languages : English
Descriptors: Customer satisfaction
Banks and bankingKeywords: 'behavior of the employees customer convenience customer relationship management' Class number: 658.812 Abstract: Banking industries are very competitive, and it is difficult for banks to provide unique banking services as required by clients. To overcome this challenge banks can benefit from superior customer relationship management, because the clients focus on the service aspect of the bank and the level of interaction when evaluating a service firm. Firm's and customer relationships in service industries are important as they influence the satisfaction of customer.
Customer relationship management has received much attention in both academy and practice areas in the last few decades. Over the last decadecustomer relationship managementbegan to dominate the banking field. Customer relationship management is concerned about building customer satisfaction and loyalty by providing value to all the parties involved in the relational exchanges as, customer satisfaction is the final goal of customer relationship management.
Business environments are characterized by increasingly saturated markets, caused by changes in the nature of competition and an ever-growing imperative to attain a comprehensive appreciation of customer needs. Matching the growing complexity of the business environment has led to an ever-more diversified and demanding customer base.
Customer relationship management is about managing customer knowledge to be understood and serve them and it is a multi-dimensional concept which places customers at the center of an organization where customer service is an important component of customer relationship management, however this notion is also concerned with coordinating customer relations across all business functions.
Customer loyalty is winning the confidence of the customers in favor of an organization such that the relationship becomes a win-win situation for both the organization as well as the customer. For this reason, it is pretty important in intensively competitive environment to be in regular contact with the customers and to follow the changes in them closely.
The major purpose of this study is to analyze the impact of customer relationship management on customer satisfaction in Nepalese commercial banks.This study includes 20 commercial banks within Kathmandu valley. Total number of observation for the study consists of 180 respondents for analyzing the relationship between the CRM practices and customer satisfaction. For the selection of the sample respondent, convenience sampling has been used.
The result shows that service quality is positively correlated tocustomer satisfaction. It means that higher the level of service quality, higher would becustomer satisfaction. Similarly, behavior of the employee is positively related to customer satisfaction. It indicates that better the behavior of the employee, higher would be the customer satisfaction. Likewise, customer convenience is positively related to customer satisfaction, which indicates thathigher the feel of convenient services, higher would be the customer satisfaction. Also, the result shows that pricing is positively correlated tocustomer satisfaction. It means that better the fair pricing policy, higher would be the customer satisfaction. Similarly, offers and benefits is positively correlated to customer satisfaction. It means that higher the level of offers and benefits,higher would be the customer satisfaction.
The regression results show that beta coefficient of service quality ispositive. It indicates that higher the level of service quality, higher would be the customer satisfaction. The beta coefficient for behaviour of the employee is positive with customer satisfaction.This indicate that better the behavior of the employee, higher would be the customer satisfaction. Likewise, the result shows that beta coefficient for customer convenience is positive. This indicate that higher the feel of convenient services, higher would be customer satisfaction. Likewise, the results show that beta coefficient for pricing is also positive. It indicated that higher the fair pricing policies for the customers, higher would be the customer satisfaction. Similarly the beta coefficient for offers and benefits is positive. It indicate that higher the level of offers and benefits, higher would be the customer satisfaction.
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Barcode Call number Media type Location Section Status 379/D 658.812 SHA Thesis/Dissertation Uniglobe Library Technology Available Impact of online banking on customer satisfaction of Nepalese commercial bank / Ritu Joshi
Title : Impact of online banking on customer satisfaction of Nepalese commercial bank Material Type: printed text Authors: Ritu Joshi, Author Publication Date: 2015 Pagination: 75p. Size: GRP/Thesis Accompanying material: 4/B General note: Including bibilography
Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Customer relations
Customer services
Electronic commerceKeywords: 'online banking banking banks customer satisfaction nepal customer relations' Class number: 332.170 Impact of online banking on customer satisfaction of Nepalese commercial bank [printed text] / Ritu Joshi, Author . - 2015 . - 75p. ; GRP/Thesis + 4/B.
Including bibilography
Languages : EnglishHold
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Barcode Call number Media type Location Section Status 83/D 332.170 IMP Thesis/Dissertation Uniglobe Library Social Sciences Available Impact of online on customer satisfaction and firm performance in Nepalese commercial banks / Arya Shakya
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