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Employee empowerment and customer satisfaction: evidence from Nepalese commercial banks / Samir Bhochhibhoya
Title : Employee empowerment and customer satisfaction: evidence from Nepalese commercial banks Material Type: printed text Authors: Samir Bhochhibhoya, Author Publication Date: 2013 Pagination: 80p. Size: GRP/Thesis Accompanying material: 1/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction
Banks
Commercial banks
Employee empowerment
Empowerment
MotivationKeywords: employee empowerment skilled employee motivation banks customer satisfaction personnel management Nepal' Class number: 658.4012 Abstract: Empowering employees is a top-down transform that must begin with management. It involves the handing over of authority from management to employees, on hierarchical forms of work organization and sharing of information between and within different levels of the organization. Furthermore, empowerment also implies the freedom and ability to make decisions and commitment, not just to recommend them or to be part of making them. The importance of customer satisfaction and service quality arises because both are seen as indicators of and antecedents to customer loyalty, customer retention and ultimately improved organizational performance. While the relationship between customer satisfaction and its outcomes has been widely researched in services there is rather less research addressing the impact of providing the frontline employees with the right capabilities and attributes. Nevertheless it is commonly argued that the extent to which employees are satisfied would improve their relationships with their customer and in turn influence their customer’s satisfaction and loyalty to the service provided and the service organizations. The specific objectives of the study are: (a) to identify the level of employee empowerment in Nepalese commercial banks, (b) to examine the impact of employee empowerment on innovative service in Nepalese commercial banks, (c) to assess the effect of employee empowerment on the quick problem solving in Nepalese commercial banks, (d) to analyze the impact of the employee empowerment on quality service in Nepalese commercial banks, (e) to examine the impact of the employee empowerment on efficiency and effectiveness in Nepalese commercial banks, (f) to identify the impact of service dimensions on customer in Nepalese commercial banks.
The study results revealed that out of total respondents, most of the respondents agree that they hold more responsibility in their jobs and relatively neutral of whether workload reduces the service quality can provide to customers. Respondents do not agree that in Nepalese banking industry even there is good practice of employee empowerment, employees cannot create innovative change as required. In the process of problem solving, employees get sufficient information which can lead them to perform quick service too. Because of this banking service was done without any delay. Mostly the respondents’ perception about customers’ satisfaction was relatively high except for the considering the concept of customer satisfaction was most important to the bank. Most of the respondents assume that if there is empowerment practice in the banks all results may happen except of innovative service. With the mean analysis of innovative service, showed that empowerment has low effect towards innovative service. Empowerment has negative relationship between innovative services. Quick problem solving, quality service and efficiency & effectiveness have positive relationship between empowerment. And empowerment has significant relationship between all variables of service dimension.
Similarly, customer satisfaction is also affected by employee empowerment as well there is also relationship between employee empowerment and customer satisfaction with high level of significance. The correlation analysis showed that employee empowerment has positive correlation between all variables. Further the study results explained that there is significant relationship between innovative service, quick problem solving, quality service and efficiency and effectiveness with customer satisfaction.
In sum up, the major findings of this study can add value to the existing literature. It may help decision makers at bank to examine the empowerment implementation process. This may also help management of commercial bank in creating appropriate strategies for attaining human resource management goals in context of Nepal. However, further studies should be carried at the higher level with larger sample size than this study; more empowerment factors must be added in the study and should be expanded to all types of financial institution throughout the country. While rules and regulations are important controlling tools for organizations, managers are encouraged to examine their rigidity and find out about the possibility of making these rules more flexible to encourage staff initiative and creativity and to allow for more staff self-control rather than organizational control.
Employee empowerment and customer satisfaction: evidence from Nepalese commercial banks [printed text] / Samir Bhochhibhoya, Author . - 2013 . - 80p. ; GRP/Thesis + 1/B.
Including bibliography
Languages : English
Descriptors: Customer satisfaction
Banks
Commercial banks
Employee empowerment
Empowerment
MotivationKeywords: employee empowerment skilled employee motivation banks customer satisfaction personnel management Nepal' Class number: 658.4012 Abstract: Empowering employees is a top-down transform that must begin with management. It involves the handing over of authority from management to employees, on hierarchical forms of work organization and sharing of information between and within different levels of the organization. Furthermore, empowerment also implies the freedom and ability to make decisions and commitment, not just to recommend them or to be part of making them. The importance of customer satisfaction and service quality arises because both are seen as indicators of and antecedents to customer loyalty, customer retention and ultimately improved organizational performance. While the relationship between customer satisfaction and its outcomes has been widely researched in services there is rather less research addressing the impact of providing the frontline employees with the right capabilities and attributes. Nevertheless it is commonly argued that the extent to which employees are satisfied would improve their relationships with their customer and in turn influence their customer’s satisfaction and loyalty to the service provided and the service organizations. The specific objectives of the study are: (a) to identify the level of employee empowerment in Nepalese commercial banks, (b) to examine the impact of employee empowerment on innovative service in Nepalese commercial banks, (c) to assess the effect of employee empowerment on the quick problem solving in Nepalese commercial banks, (d) to analyze the impact of the employee empowerment on quality service in Nepalese commercial banks, (e) to examine the impact of the employee empowerment on efficiency and effectiveness in Nepalese commercial banks, (f) to identify the impact of service dimensions on customer in Nepalese commercial banks.
The study results revealed that out of total respondents, most of the respondents agree that they hold more responsibility in their jobs and relatively neutral of whether workload reduces the service quality can provide to customers. Respondents do not agree that in Nepalese banking industry even there is good practice of employee empowerment, employees cannot create innovative change as required. In the process of problem solving, employees get sufficient information which can lead them to perform quick service too. Because of this banking service was done without any delay. Mostly the respondents’ perception about customers’ satisfaction was relatively high except for the considering the concept of customer satisfaction was most important to the bank. Most of the respondents assume that if there is empowerment practice in the banks all results may happen except of innovative service. With the mean analysis of innovative service, showed that empowerment has low effect towards innovative service. Empowerment has negative relationship between innovative services. Quick problem solving, quality service and efficiency & effectiveness have positive relationship between empowerment. And empowerment has significant relationship between all variables of service dimension.
Similarly, customer satisfaction is also affected by employee empowerment as well there is also relationship between employee empowerment and customer satisfaction with high level of significance. The correlation analysis showed that employee empowerment has positive correlation between all variables. Further the study results explained that there is significant relationship between innovative service, quick problem solving, quality service and efficiency and effectiveness with customer satisfaction.
In sum up, the major findings of this study can add value to the existing literature. It may help decision makers at bank to examine the empowerment implementation process. This may also help management of commercial bank in creating appropriate strategies for attaining human resource management goals in context of Nepal. However, further studies should be carried at the higher level with larger sample size than this study; more empowerment factors must be added in the study and should be expanded to all types of financial institution throughout the country. While rules and regulations are important controlling tools for organizations, managers are encouraged to examine their rigidity and find out about the possibility of making these rules more flexible to encourage staff initiative and creativity and to allow for more staff self-control rather than organizational control.
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Barcode Call number Media type Location Section Status 23/D 658.4012 BHO Thesis/Dissertation Uniglobe Library Technology Available Impact of service quality dimensions on customer satisfaction and customer loyalty in Nepalese insurance companies / Nisha Karki
Title : Impact of service quality dimensions on customer satisfaction and customer loyalty in Nepalese insurance companies Material Type: printed text Authors: Nisha Karki, Author Publication Date: 2017 Pagination: 124p. Size: GRP/Thesis Accompanying material: 10/B Languages : English Descriptors: Customer satisfaction Keywords: 'customer customer satisfaction banks bank and banking commercial nepal' Class number: 658.812 Abstract: Insurance market is a substantial market. World over there are thousands of insurance companies with large volumes of capitalization and funds employing very large numbers of employees on one hand, and much larger numbers of people and business organizations which are covered by insurance benefits on the other.Insurance companies believe that customers are the major purpose behind their services and the activities. This is why the insurance companies are more concerned with customer satisfaction, customer loyalty and their retention. Insurance companies have realized that service quality is a very important factor for their success as service quality is a strategy that can help them build long-lasting relationships with their customers and increase their profits through efficient management systems and the application of customer focused strategies. Recently, almost every sectors of the financial services industry are trying to use service quality to achieve a variety of outcomes to enhance customer base. Service quality is comprehensive strategy with business and marketing that the technology and business activity is related to the customer. Service quality is the critical issues in customer satisfaction and customer loyalty for financial institution. Service quality also improves management of customer satisfaction and loyalty.
The main objective of the study is to analyse the relationship between service quality, customers’ satisfaction and customers’ loyalty in Nepalese insurance companies. Other objectives are to analyse the perception of customers on the level of service quality dimensions (reliability, responsiveness, assurance, tangibility, empathy and technology) of the Nepalese insurance companies, to examine the relationship of tangibility, reliability, responsiveness, assurance and empathy on customer satisfaction and customer loyalty, to determine the impact of selected service quality dimensions on customer satisfaction and loyalty, to find out the most important factor affecting customer satisfaction and loyalty in Nepalese insurance companies.
This study is based on primary source of data, which were gathered from 16 Nepalese insurance companies. The data obtained from the questionnaires survey are analysed through SPSS. The instruments are descriptive statistics and inferential statistics. To analyse the reliability and validity of the data, Cronbach’s alpha (α) is used. Frequencies, percent, mean, correlation and test of significance are used in this study to measure the determinants of customer satisfaction and customer loyalty. This study has employed descriptive research design and casual comparative research design to deal with issues associated with the service quality of Nepalese insurance companies. In order to achieve the objectives questionnaire was made and distributed to different customer of Nepalese insurance companies. The questions were asked in the form of multiple choice, ranking, and five point likert scale questions. All together 175 questions were distributed and out of which 150 questionnaire were collected. The likert scale questions of different variables on service quality were measured in 5-point likert scale.
The result of correlation analysis indicates that tangibility has positive correlation with customer satisfaction and customer loyalty. Similarly, the others variables like reliability, responsiveness, assurance and empathy are also positively related to customer satisfaction and customer loyalty.The study found that there is a positive and significant relationship between independent variables (tangibility, reliability, responsiveness, assurance and empathy) and dependent variable (customer satisfaction and customer loyalty). The result of regression analysis shows that, all the independent variables (tangibility, reliability, responsiveness, assurance, and empathy) are positive and significant with dependent variable (customer satisfaction). The beta coefficients for tangibility, reliability and assurance are significant at 1 percent level of significance. However, the beta coefficient for responsiveness and empathy are significant at 1 percentas well as 5 percent level of significance.Similarly, the result of regression analysis shows that, all the independent variables (tangibility, reliability, responsiveness, assurance and empathy)are positive and significant with dependent variable (customer loyalty). The beta coefficient for all independent variables are significant at 1 percent as well as 5 percent level of significance.It indicates that higher the tangibility, technology and reliability, higher would be the customer loyalty
Recommendations are given on the basis of the findings of the study. The study revealed positive correlation coefficient between customer satisfaction and all the independent variables. The correlation coefficient between customer loyalty and all the independent variables are also positively correlated. Positive and significant correlation coefficient recommends that insurance company should focus on improving the service quality dimensions.
Impact of service quality dimensions on customer satisfaction and customer loyalty in Nepalese insurance companies [printed text] / Nisha Karki, Author . - 2017 . - 124p. ; GRP/Thesis + 10/B.
Languages : English
Descriptors: Customer satisfaction Keywords: 'customer customer satisfaction banks bank and banking commercial nepal' Class number: 658.812 Abstract: Insurance market is a substantial market. World over there are thousands of insurance companies with large volumes of capitalization and funds employing very large numbers of employees on one hand, and much larger numbers of people and business organizations which are covered by insurance benefits on the other.Insurance companies believe that customers are the major purpose behind their services and the activities. This is why the insurance companies are more concerned with customer satisfaction, customer loyalty and their retention. Insurance companies have realized that service quality is a very important factor for their success as service quality is a strategy that can help them build long-lasting relationships with their customers and increase their profits through efficient management systems and the application of customer focused strategies. Recently, almost every sectors of the financial services industry are trying to use service quality to achieve a variety of outcomes to enhance customer base. Service quality is comprehensive strategy with business and marketing that the technology and business activity is related to the customer. Service quality is the critical issues in customer satisfaction and customer loyalty for financial institution. Service quality also improves management of customer satisfaction and loyalty.
The main objective of the study is to analyse the relationship between service quality, customers’ satisfaction and customers’ loyalty in Nepalese insurance companies. Other objectives are to analyse the perception of customers on the level of service quality dimensions (reliability, responsiveness, assurance, tangibility, empathy and technology) of the Nepalese insurance companies, to examine the relationship of tangibility, reliability, responsiveness, assurance and empathy on customer satisfaction and customer loyalty, to determine the impact of selected service quality dimensions on customer satisfaction and loyalty, to find out the most important factor affecting customer satisfaction and loyalty in Nepalese insurance companies.
This study is based on primary source of data, which were gathered from 16 Nepalese insurance companies. The data obtained from the questionnaires survey are analysed through SPSS. The instruments are descriptive statistics and inferential statistics. To analyse the reliability and validity of the data, Cronbach’s alpha (α) is used. Frequencies, percent, mean, correlation and test of significance are used in this study to measure the determinants of customer satisfaction and customer loyalty. This study has employed descriptive research design and casual comparative research design to deal with issues associated with the service quality of Nepalese insurance companies. In order to achieve the objectives questionnaire was made and distributed to different customer of Nepalese insurance companies. The questions were asked in the form of multiple choice, ranking, and five point likert scale questions. All together 175 questions were distributed and out of which 150 questionnaire were collected. The likert scale questions of different variables on service quality were measured in 5-point likert scale.
The result of correlation analysis indicates that tangibility has positive correlation with customer satisfaction and customer loyalty. Similarly, the others variables like reliability, responsiveness, assurance and empathy are also positively related to customer satisfaction and customer loyalty.The study found that there is a positive and significant relationship between independent variables (tangibility, reliability, responsiveness, assurance and empathy) and dependent variable (customer satisfaction and customer loyalty). The result of regression analysis shows that, all the independent variables (tangibility, reliability, responsiveness, assurance, and empathy) are positive and significant with dependent variable (customer satisfaction). The beta coefficients for tangibility, reliability and assurance are significant at 1 percent level of significance. However, the beta coefficient for responsiveness and empathy are significant at 1 percentas well as 5 percent level of significance.Similarly, the result of regression analysis shows that, all the independent variables (tangibility, reliability, responsiveness, assurance and empathy)are positive and significant with dependent variable (customer loyalty). The beta coefficient for all independent variables are significant at 1 percent as well as 5 percent level of significance.It indicates that higher the tangibility, technology and reliability, higher would be the customer loyalty
Recommendations are given on the basis of the findings of the study. The study revealed positive correlation coefficient between customer satisfaction and all the independent variables. The correlation coefficient between customer loyalty and all the independent variables are also positively correlated. Positive and significant correlation coefficient recommends that insurance company should focus on improving the service quality dimensions.
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Barcode Call number Media type Location Section Status 369/D 658.812 KAR Thesis/Dissertation Uniglobe Library Technology Available Automated teller machine service quality and customer satisfaction in Nepalese commercial banks / Ishan Buddhacharya
Title : Automated teller machine service quality and customer satisfaction in Nepalese commercial banks Material Type: printed text Authors: Ishan Buddhacharya, Author Publication Date: 2014 Pagination: 62p. Size: GRP/Thesis Accompanying material: 2/B General note: Including biblioggraphy Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Nepal
Service qualityKeywords: 'customer customer satisfaction banks bank and banking commerciaql nepal' Class number: 658.812 Abstract: Banks are increasing their technology-based service options to remain competitive. Automated Teller Machine (ATM) is an innovative service delivery mode that offers diversified financial services like cash withdrawal, funds transfer, cash deposits, payment of utility and credit card bills, and other financial enquiries. In most developing economies, the automation of banking services has become a critical factor in the process of attaining efficiency in delivering customer services. Many banks have pursued the development of technology-driven strategies towards meeting customer preferences
This study examines the relationship between customer satisfaction and five service quality dimension namely reliability, responsiveness, ease of use, convenience and security in the context of Nepal. This study also reveals the purpose of using ATM service, major problems encountered by ATM card holders and major factor influencing the service quality of ATM.
This research is based on the primary survey and has involved interpretation of opinions of the respondents ATM service quality and customer satisfaction in Nepalese banks. Public sector commercial bank i.e.Rastriya Banijya Bank Limited and Nepal Bank Limited are selected for survey. And in the case of private sector bank, 18 commercial banks are selected according to joint venture and non joint venture commercial banks out of 28 commercial bank. Different statistical tools like mean, standard deviation, correlation analysis and regression analysis are used for primary data analysis.
The study reveals that reliability; responsiveness and security dimension of ATM service quality has positive and significant relationship with customer satisfaction. However, ease of use and conveniences have positive relationship with customer satisfaction but are not statistically significant. Most of the respondents believe ATM service as the necessity of modern banking and the overall service quality provided by commercial bank is satisfactory.
Automated teller machine service quality and customer satisfaction in Nepalese commercial banks [printed text] / Ishan Buddhacharya, Author . - 2014 . - 62p. ; GRP/Thesis + 2/B.
Including biblioggraphy
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Nepal
Service qualityKeywords: 'customer customer satisfaction banks bank and banking commerciaql nepal' Class number: 658.812 Abstract: Banks are increasing their technology-based service options to remain competitive. Automated Teller Machine (ATM) is an innovative service delivery mode that offers diversified financial services like cash withdrawal, funds transfer, cash deposits, payment of utility and credit card bills, and other financial enquiries. In most developing economies, the automation of banking services has become a critical factor in the process of attaining efficiency in delivering customer services. Many banks have pursued the development of technology-driven strategies towards meeting customer preferences
This study examines the relationship between customer satisfaction and five service quality dimension namely reliability, responsiveness, ease of use, convenience and security in the context of Nepal. This study also reveals the purpose of using ATM service, major problems encountered by ATM card holders and major factor influencing the service quality of ATM.
This research is based on the primary survey and has involved interpretation of opinions of the respondents ATM service quality and customer satisfaction in Nepalese banks. Public sector commercial bank i.e.Rastriya Banijya Bank Limited and Nepal Bank Limited are selected for survey. And in the case of private sector bank, 18 commercial banks are selected according to joint venture and non joint venture commercial banks out of 28 commercial bank. Different statistical tools like mean, standard deviation, correlation analysis and regression analysis are used for primary data analysis.
The study reveals that reliability; responsiveness and security dimension of ATM service quality has positive and significant relationship with customer satisfaction. However, ease of use and conveniences have positive relationship with customer satisfaction but are not statistically significant. Most of the respondents believe ATM service as the necessity of modern banking and the overall service quality provided by commercial bank is satisfactory.
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Barcode Call number Media type Location Section Status 36/D 658.812 BUD Thesis/Dissertation Uniglobe Library Technology Available Customer services and ATM services: comparative study of joint venture and non-joint venture banks in Nepal / Minakshi Pathak
Title : Customer services and ATM services: comparative study of joint venture and non-joint venture banks in Nepal Material Type: printed text Authors: Minakshi Pathak, Author Publication Date: 2015 Pagination: 85p. Size: GRP/Thesis Accompanying material: 5/B General note: including bibilography Languages : English Descriptors: Customer satisfaction
ATM services
Banks
Banks and banking
SecurityKeywords: 'responsiveness case of use convenience security customer satisfaction banks' Class number: 658.812 Abstract: Customer satisfaction is also defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products or its services (ratings) exceeds specified satisfaction goals. Automated Teller Machine (ATM) refers to a machine that acts as a bank teller by receiving and issuing money to and from the ATM account holders/users. The evolution of ATM was not in isolation, rather as a result of the general global wave in the technological revolution. This came due to the need to respond to the challenge of the multiple bulk of daily complex information that arises from among others; increase in competition, increased customer demand for both service provision as well as efficiency, expansion due to the increased in demand for services. Use of ATM has become extremely popular among customers as convenient mode of transactions. The advantages of using ATM have given new impetus in dimension of service quality and banks offering new choices to customers. Some studies have shown the positive dimension of ATMs based on freedom of transaction and other studies have shown that dissatisfaction among customers is associated with frequent Interruption and breakdown of ATM.The main objective of this study is to examine the consumer satisfaction on ATM services of Joint Venture and Non-Joint Venture banks. The survey is based on 200 respondents from 30 commercial banks in Nepal. The multiple regression models are estimated to test the significance and importance of Customer satisfaction about ATM services in Nepalese commercial banks.
The study revealed that most of the ATM users of non-joint venture banks and joint venture banks agreed that they are satisfied with the service quality of ATM provided by bank. The study revealed that technical failures are the most faced problems by ATM users of joint venture banks and non-joint venture banks. The result revealed that the highest correlation is ease of use and security. The result indicates that responsiveness is positively correlated to the customer satisfaction. Prompt service to the customers leads the customer satisfaction. The study shows that responsiveness, ease of use, convenience and security have significant and positive relation with customer satisfaction. The positive relation indicates that the higher the responsiveness, ease of use, convenience and security, higher would be the customer satisfaction.Customer services and ATM services: comparative study of joint venture and non-joint venture banks in Nepal [printed text] / Minakshi Pathak, Author . - 2015 . - 85p. ; GRP/Thesis + 5/B.
including bibilography
Languages : English
Descriptors: Customer satisfaction
ATM services
Banks
Banks and banking
SecurityKeywords: 'responsiveness case of use convenience security customer satisfaction banks' Class number: 658.812 Abstract: Customer satisfaction is also defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products or its services (ratings) exceeds specified satisfaction goals. Automated Teller Machine (ATM) refers to a machine that acts as a bank teller by receiving and issuing money to and from the ATM account holders/users. The evolution of ATM was not in isolation, rather as a result of the general global wave in the technological revolution. This came due to the need to respond to the challenge of the multiple bulk of daily complex information that arises from among others; increase in competition, increased customer demand for both service provision as well as efficiency, expansion due to the increased in demand for services. Use of ATM has become extremely popular among customers as convenient mode of transactions. The advantages of using ATM have given new impetus in dimension of service quality and banks offering new choices to customers. Some studies have shown the positive dimension of ATMs based on freedom of transaction and other studies have shown that dissatisfaction among customers is associated with frequent Interruption and breakdown of ATM.The main objective of this study is to examine the consumer satisfaction on ATM services of Joint Venture and Non-Joint Venture banks. The survey is based on 200 respondents from 30 commercial banks in Nepal. The multiple regression models are estimated to test the significance and importance of Customer satisfaction about ATM services in Nepalese commercial banks.
The study revealed that most of the ATM users of non-joint venture banks and joint venture banks agreed that they are satisfied with the service quality of ATM provided by bank. The study revealed that technical failures are the most faced problems by ATM users of joint venture banks and non-joint venture banks. The result revealed that the highest correlation is ease of use and security. The result indicates that responsiveness is positively correlated to the customer satisfaction. Prompt service to the customers leads the customer satisfaction. The study shows that responsiveness, ease of use, convenience and security have significant and positive relation with customer satisfaction. The positive relation indicates that the higher the responsiveness, ease of use, convenience and security, higher would be the customer satisfaction.Hold
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Barcode Call number Media type Location Section Status 97/D 658.812 PAT 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
PermalinkImpact of service quality dimensions customer satisfaction and customer loyalty in Nepalese commercial banks / Baburam Khanal
PermalinkImpact of service quality on customer satisfaction: a case of Nepalese commerical banks / Sharad Neupane
PermalinkThe Impact of internet banking service quality on customer satisfaction and customer loyalty in Nepalese commercial banks / Salma Maharjan
PermalinkFactors influencing customer adoption in internet Banking: a study of Nepalese commercial banks / Regina Shrestha
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