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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 customer satisafaction on behavioral intention to use banking service in Nepalese commercial banks / Rojina Khatri
Title : Impact of customer satisafaction on behavioral intention to use banking service in Nepalese commercial banks Material Type: printed text Authors: Rojina Khatri, Author Publication Date: 2016 Pagination: 73p. Size: GRP/Thesis Accompanying material: 5/B General note: Including bibilography Languages : English Descriptors: Banks
Banks and banking
Consumer satisfaction
Customer relations
Customer servicesKeywords: 'customer satisfaction banks nepal commercial banks customer relations' Class number: 658.812 Abstract: Banking as a service industry, is fundamentally dependent on trust, sustained by attitude and managed by complex financial management skills and psychology of human relations. The more customer trusts provided by the service provider higher would be the satisfaction that leads to increase customer’s perceived value (Walter et al. 2002).Behavioral intention is motivational factors that capture how much effort a person is willing to make in order to perform behavior (Ajzen, 2012). In addition, Fishbein and Ajzen (1975) stated thatbehavioral intention is a function of three independent antecedents namely; consumers attitude, subjective norm and perceived behavioral control. Now, every financial sector has realized the importance of customer satisfaction that predicts the customer behavior towards the use of financial services. Customer satisfaction signifies the relationship between customer and service provider. The satisfaction from the services brings about customer loyalty and incites a long term relationship between customer and banks (Ravald and Christian, 1996). Choi & Chu(2001) examined that staff quality, product qualities and value are the top three factors that determine customer' satisfaction. Banking system providing effective service quality for customer satisfaction could be good implication for the management to enhance the performance of Nepalese banking sector (Pradhananga, 2014).
The major objective of this study is to of this study is to examine factors affecting consumer’s behavioral intention to use bank services in Nepalese commercial banks. The other specific objective of this study are: to examine the relationship between perceived service quality and behavioral intentions of the consumers, to identify whether there exists the positive relationship between customer satisfaction and consumers’ behavioral approach, to observe how the bank advertisement, customer convenience and the image of the bank influence consumers to use the banking services, to analyze the important factors that influence Nepalese consumers’ behavioral intention to join the banking system that help to assure meaningful result within an organization for future use.
This study is based on primary data. The primary sources of the data have been used to assess the opinion of respondents with respect to customer satisfaction and its effect on customer behavior intention regarding the commercial banks of Nepal. The study includes 3 public sector commercial banks. And in case of private sector commercial banks 23 commercial banks were selected according to joint venture and non-joint venture commercial banks. Altogether 25 commercial banks were selected for the study and total of 180 questionnaires were collected out of 190 questionnaires. To achieve the purpose of the study structured questionnaire was prepared. The study used descriptive and causal comparative research designs. The customer satisfaction factors are service quality, customer convenience, corporate image, bank advertisement and perceived value.
The major findings of this study are that majority (83.9percent) of respondents agreed on the statement that bank provides clear guidance and information to use banking facilities. Similarly, majority of the respondents (59.4percent) agree that they are satisfied with the bank’s advertising strategies. Likewise, 66.1 percent agree with the statement that working environment of the bank make them feel the bank is highly reputed.Whereas, 77.7percent agreed with the statement that operating hours of the bank is convenient to all the customers. Lastly, majority of the respondents (70.6percent) feel that the service received were as expected by them.
Furthermore, the study found that there is positive relationship of customer satisfaction factors (service quality, bank advertisement, corporate image, customer convenience and perceived value) with customer behavior intention. This indicates that more the customers’ are satisfied with the services more they would use the banking services and products. Similarly, the beta coefficient is positive and significant for service quality, bank advertisement, customer convenience, corporate image and perceived value with customer behavior intention. The beta coefficient is significant at 5percent level of significance. It indicates that service quality, advertisement, convenience, image and perceived value have significant positive impact on customers’ behavioral intention towards services.Impact of customer satisafaction on behavioral intention to use banking service in Nepalese commercial banks [printed text] / Rojina Khatri, Author . - 2016 . - 73p. ; GRP/Thesis + 5/B.
Including bibilography
Languages : English
Descriptors: Banks
Banks and banking
Consumer satisfaction
Customer relations
Customer servicesKeywords: 'customer satisfaction banks nepal commercial banks customer relations' Class number: 658.812 Abstract: Banking as a service industry, is fundamentally dependent on trust, sustained by attitude and managed by complex financial management skills and psychology of human relations. The more customer trusts provided by the service provider higher would be the satisfaction that leads to increase customer’s perceived value (Walter et al. 2002).Behavioral intention is motivational factors that capture how much effort a person is willing to make in order to perform behavior (Ajzen, 2012). In addition, Fishbein and Ajzen (1975) stated thatbehavioral intention is a function of three independent antecedents namely; consumers attitude, subjective norm and perceived behavioral control. Now, every financial sector has realized the importance of customer satisfaction that predicts the customer behavior towards the use of financial services. Customer satisfaction signifies the relationship between customer and service provider. The satisfaction from the services brings about customer loyalty and incites a long term relationship between customer and banks (Ravald and Christian, 1996). Choi & Chu(2001) examined that staff quality, product qualities and value are the top three factors that determine customer' satisfaction. Banking system providing effective service quality for customer satisfaction could be good implication for the management to enhance the performance of Nepalese banking sector (Pradhananga, 2014).
The major objective of this study is to of this study is to examine factors affecting consumer’s behavioral intention to use bank services in Nepalese commercial banks. The other specific objective of this study are: to examine the relationship between perceived service quality and behavioral intentions of the consumers, to identify whether there exists the positive relationship between customer satisfaction and consumers’ behavioral approach, to observe how the bank advertisement, customer convenience and the image of the bank influence consumers to use the banking services, to analyze the important factors that influence Nepalese consumers’ behavioral intention to join the banking system that help to assure meaningful result within an organization for future use.
This study is based on primary data. The primary sources of the data have been used to assess the opinion of respondents with respect to customer satisfaction and its effect on customer behavior intention regarding the commercial banks of Nepal. The study includes 3 public sector commercial banks. And in case of private sector commercial banks 23 commercial banks were selected according to joint venture and non-joint venture commercial banks. Altogether 25 commercial banks were selected for the study and total of 180 questionnaires were collected out of 190 questionnaires. To achieve the purpose of the study structured questionnaire was prepared. The study used descriptive and causal comparative research designs. The customer satisfaction factors are service quality, customer convenience, corporate image, bank advertisement and perceived value.
The major findings of this study are that majority (83.9percent) of respondents agreed on the statement that bank provides clear guidance and information to use banking facilities. Similarly, majority of the respondents (59.4percent) agree that they are satisfied with the bank’s advertising strategies. Likewise, 66.1 percent agree with the statement that working environment of the bank make them feel the bank is highly reputed.Whereas, 77.7percent agreed with the statement that operating hours of the bank is convenient to all the customers. Lastly, majority of the respondents (70.6percent) feel that the service received were as expected by them.
Furthermore, the study found that there is positive relationship of customer satisfaction factors (service quality, bank advertisement, corporate image, customer convenience and perceived value) with customer behavior intention. This indicates that more the customers’ are satisfied with the services more they would use the banking services and products. Similarly, the beta coefficient is positive and significant for service quality, bank advertisement, customer convenience, corporate image and perceived value with customer behavior intention. The beta coefficient is significant at 5percent level of significance. It indicates that service quality, advertisement, convenience, image and perceived value have significant positive impact on customers’ behavioral intention towards services.Hold
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Barcode Call number Media type Location Section Status 240/D 658.812 KHA Thesis/Dissertation Uniglobe Library Technology Available Impact of relationship marketing on customer loyalty in Nepalese commercial banks / Shreeja Dhungel
Title : Impact of relationship marketing on customer loyalty in Nepalese commercial banks Material Type: printed text Authors: Shreeja Dhungel, Author Publication Date: 2015 Pagination: 72p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibilography Languages : English Descriptors: Consumer satisfaction
Customer relations
Customer servicesKeywords: 'customer satisfaction banks nepal commercial banks customer relations' Class number: 658.812 Impact of relationship marketing on customer loyalty in Nepalese commercial banks [printed text] / Shreeja Dhungel, Author . - 2015 . - 72p. ; GRP/Thesis + 3/B.
Including bibilography
Languages : English
Descriptors: Consumer satisfaction
Customer relations
Customer servicesKeywords: 'customer satisfaction banks nepal commercial banks customer relations' Class number: 658.812 Hold
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Barcode Call number Media type Location Section Status 105/D 658.812 DHU Books Uniglobe Library Technology Available Impact of relationship marketing practices on customer satisfaction and loyalty: a study of Nepalese commercial banks / Sanjeeb Bhatta
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