Automated teller machine service quality and customer satisfaction in Nepalese commercial banks / Ishan Buddhacharya 

Public ISBD 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 quality Keywords: '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 quality Keywords: '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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Customer satisfaction towards service quality of Nepalese commercial Banks / Padama Yogi 

Public ISBD Title : Customer satisfaction towards service quality of Nepalese commercial Banks Material Type: printed text Authors: Padama Yogi, Author Publication Date: 2016 Pagination: 108p. Size: GRP/Thesis Accompanying material: 6/B Languages : English Descriptors: Customer satisfaction Service quality Class number: 658.812 Abstract: Customer satisfaction is defined as a customer’s overall evaluation of the performance of an offering to date. Customer satisfaction is considered as the emotional response to the experiences associated with the quality of products, services, timeliness, efficiency, ease of access, environment, other facilities including the behavior and attitude of the service providers in comparison to the customer’s expectations . It is the transaction specific effective response to the evaluation of discrepancy between the prior expectations and actual experience relating to banking services. Quality is such an important issue that it is considered a really significant concept in our real life. It is regarded as a strategic organizational weapon. And, the pressing need of developing service organizations and upgrading their services necessitates the measuring of service quality. Service quality has a significant impact on a bank’s success and performance. Service quality is particularly essential in the banking services context because it provides a high level of customer satisfaction, and hence it becomes a key to competitive advantage. The studies devoted to customer satisfaction and service quality, service quality is of greater significance for customers’ satisfaction. Hence, this study focuses on examining customer satisfaction towards service quality of Nepalese commercial banks. Increased competition, highly educated consumers, and increase in standard of living are forcing many businesses to review their customer service strategy. Many business firms are channeling more efforts to retain existing customers rather than to acquire new ones since the cost of acquiring one new customer is greater than cost of retaining existing customers. Maximizing customer satisfaction through quality customer service has been described as 'the ultimate weapon. In all industries, when competitors are roughly matched, those with stress on customer's service will win. Customer satisfaction will vary from person to person , depending on a whole host of variables which may be both psychological and physical. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Today all the Nepalese commercial banks are offering different services which are not only enhancing bank customers’ satisfaction but also expanding the banking business. Due to increase competition, it is essential for bank to know about service quality and customer satisfaction level for the same. Service quality is particularly essential in the banking services context because it provides high level of customer satisfaction, and hence it becomes a key to competitive advantage. In addition, service quality has a significant impact on a bank’s success and performance. Nowadays, service quality has received much attention because of its obvious relationship with costs, financial performance, customer satisfaction, and customer retention. Organizations’ not only needs empirical data to understand the level of customers’ satisfaction but also they need to understand how to integrate these service quality concepts into managing the customer’s satisfaction. This study will help the management of service providers to better understand their service quality which might help them to draw specific guidelines to meet the customer’s expectation. The study is based on the primary data. The data obtained from the questionnaires survey are analyzed through SPSS. The instruments are descriptive statistics and inferential statistics. To analyze the reliability and validity of the data Cronbach’s alpha (α) is used. Frequencies, percent, mean, medium, standard deviation, correlation and test of significance are used in this study to measure the determinants of customer satisfaction. To achieve the purpose of the study, structured questionnaire was prepared. Out of 235 questionnaires, only 220 numbers of customers’ response were received. Subjects were asked to assess their perceptions of various items representing customer satisfaction towards service quality of Nepalese commercial banks. The study reveals that all the service quality variables (reliability, responsiveness, empathy, assurance, tangibles, communication, and security) and customer satisfaction is positively related. It means an increase in service quality variables will lead to an increase in customer satisfaction. The study also concludes that reliability is ranked in first position on the basis of calculated mean value. Similarly, security, responsiveness, empathy, assurance, tangibles and communication are ranked second, third, fourth, fifth, sixth and seventh position respectively as far as factors affecting customer satisfaction is concerned. Service quality is an essential aspects that satisfy customers. Most of the customers were satisfied with the bank’s security and tangibles. Customer satisfaction towards service quality of Nepalese commercial Banks [printed text] / Padama Yogi, Author . - 2016 . - 108p. ; GRP/Thesis + 6/B. Languages : English Descriptors: Customer satisfaction Service quality Class number: 658.812 Abstract: Customer satisfaction is defined as a customer’s overall evaluation of the performance of an offering to date. Customer satisfaction is considered as the emotional response to the experiences associated with the quality of products, services, timeliness, efficiency, ease of access, environment, other facilities including the behavior and attitude of the service providers in comparison to the customer’s expectations . It is the transaction specific effective response to the evaluation of discrepancy between the prior expectations and actual experience relating to banking services. Quality is such an important issue that it is considered a really significant concept in our real life. It is regarded as a strategic organizational weapon. And, the pressing need of developing service organizations and upgrading their services necessitates the measuring of service quality. Service quality has a significant impact on a bank’s success and performance. Service quality is particularly essential in the banking services context because it provides a high level of customer satisfaction, and hence it becomes a key to competitive advantage. The studies devoted to customer satisfaction and service quality, service quality is of greater significance for customers’ satisfaction. Hence, this study focuses on examining customer satisfaction towards service quality of Nepalese commercial banks. Increased competition, highly educated consumers, and increase in standard of living are forcing many businesses to review their customer service strategy. Many business firms are channeling more efforts to retain existing customers rather than to acquire new ones since the cost of acquiring one new customer is greater than cost of retaining existing customers. Maximizing customer satisfaction through quality customer service has been described as 'the ultimate weapon. In all industries, when competitors are roughly matched, those with stress on customer's service will win. Customer satisfaction will vary from person to person , depending on a whole host of variables which may be both psychological and physical. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Today all the Nepalese commercial banks are offering different services which are not only enhancing bank customers’ satisfaction but also expanding the banking business. Due to increase competition, it is essential for bank to know about service quality and customer satisfaction level for the same. Service quality is particularly essential in the banking services context because it provides high level of customer satisfaction, and hence it becomes a key to competitive advantage. In addition, service quality has a significant impact on a bank’s success and performance. Nowadays, service quality has received much attention because of its obvious relationship with costs, financial performance, customer satisfaction, and customer retention. Organizations’ not only needs empirical data to understand the level of customers’ satisfaction but also they need to understand how to integrate these service quality concepts into managing the customer’s satisfaction. This study will help the management of service providers to better understand their service quality which might help them to draw specific guidelines to meet the customer’s expectation. The study is based on the primary data. The data obtained from the questionnaires survey are analyzed through SPSS. The instruments are descriptive statistics and inferential statistics. To analyze the reliability and validity of the data Cronbach’s alpha (α) is used. Frequencies, percent, mean, medium, standard deviation, correlation and test of significance are used in this study to measure the determinants of customer satisfaction. To achieve the purpose of the study, structured questionnaire was prepared. Out of 235 questionnaires, only 220 numbers of customers’ response were received. Subjects were asked to assess their perceptions of various items representing customer satisfaction towards service quality of Nepalese commercial banks. The study reveals that all the service quality variables (reliability, responsiveness, empathy, assurance, tangibles, communication, and security) and customer satisfaction is positively related. It means an increase in service quality variables will lead to an increase in customer satisfaction. The study also concludes that reliability is ranked in first position on the basis of calculated mean value. Similarly, security, responsiveness, empathy, assurance, tangibles and communication are ranked second, third, fourth, fifth, sixth and seventh position respectively as far as factors affecting customer satisfaction is concerned. Service quality is an essential aspects that satisfy customers. Most of the customers were satisfied with the bank’s security and tangibles.

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Impact of customer relationship management on customer satisfaction of Nepalese commercial banks / Ranjeeta Khadka 

Public ISBD 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 quality Keywords: '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 quality Keywords: 'behavior of the employees  customer convenience  customer relationship management' Class number: 658.812

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Impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks / Prakriti Thapa 

Public ISBD Title : Impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks Material Type: printed text Authors: Prakriti Thapa, Author Publication Date: 2015 Pagination: 100p. Size: GRP/Thesis Accompanying material: 6/B Languages : English Descriptors: Customer satisfaction Service quality Class number: 658.812 Abstract: From the past few years, it has been seen that Nepalese commercial banks are playing a significant role in the economic development of a country. There are numerous empirical evidences of developed countries that service quality and customer satisfaction has significant impact on customer retention of commercial banks. However, despite of several empirical evidences, service quality and customer satisfaction issues are still unsolved in context of Nepalese banking industry. So, determining the relationship between service quality dimensions with customer satisfaction and customer retention has always been a crucial issue for every Nepalese commercial bank. Therefore, this study attempts to analyze the impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks. Service quality is the long commitment to meet the continuous and increasing needs and wishes of the customers. It is the responsibility of organizational administrations and people working in the organization. Banking services has been chosen as the object of study for the reason that, owing to ever-increasing competition within banking services, in terms of both costs and banking products. Consumer value is playing a vital role in marketing management, since it is widely assumed and assessed to determine overall consumer satisfaction. Banking industry is realizing the significance of customer-centered philosophies and is turning to quality management approaches to help managing their businesses. Managers in the service sector are under increasing pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. The relationship between service quality and customer satisfaction and customer retention has been widely analyzed. Customer retention is taken as dependent variable and service quality dimensions like tangibility, reliability, responsiveness, assurance, empathy and technology are independent variables for the study. Customer satisfaction is taken as both dependent and independent variable as it acts as a moderating variable for the study. The major purpose of the study is to examine the impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks. The other specific objectives are to determine the factors affecting viii service quality and customer satisfaction in commercial banks of Nepal, to find out the effect of tangibility, reliability, responsiveness, assurance, empathy and technology on customer satisfaction of Nepalese commercial banks, to examine the relationship between customer satisfaction and customer retention of Nepalese commercial banks and to assess the impact of tangibility, reliability, responsiveness, assurance, empathy and technology on customer retention of Nepalese commercial banks. The primary source of data is used to assess the opinion of customers with respect to service quality dimensions, customer satisfaction and customer retention in Nepalese commercial banks. The survey is based on 200 respondents from 25 commercial banks in Nepal. The questions were asked in the form of yes/no, multiple choice and Likert scale questions. The Likert scale questions of different variables on tangibility, reliability, responsiveness, assurance, empathy, technology, customer satisfaction and customer retention were measured in 5 point scale. The weighted mean of the each variable were used to examine the relationship of service quality and customer satisfaction and customer retention. For the fact finding of the study primary data was analyzed by using percentage, frequency distribution and methods such as descriptive statistics, correlation analysis, and regression analysis. The results of the study shows that service quality have positive impact with customer satisfaction and customer retention in the Nepalese commercial banks. The impact of tangibility, reliability, responsiveness, assurance, empathy and technology with customer satisfaction and customer retention is positive. Moreover, the impact of customer satisfaction on customer retention is also found to be positive and significant. Impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks [printed text] / Prakriti Thapa, Author . - 2015 . - 100p. ; GRP/Thesis + 6/B. Languages : English Descriptors: Customer satisfaction Service quality Class number: 658.812 Abstract: From the past few years, it has been seen that Nepalese commercial banks are playing a significant role in the economic development of a country. There are numerous empirical evidences of developed countries that service quality and customer satisfaction has significant impact on customer retention of commercial banks. However, despite of several empirical evidences, service quality and customer satisfaction issues are still unsolved in context of Nepalese banking industry. So, determining the relationship between service quality dimensions with customer satisfaction and customer retention has always been a crucial issue for every Nepalese commercial bank. Therefore, this study attempts to analyze the impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks. Service quality is the long commitment to meet the continuous and increasing needs and wishes of the customers. It is the responsibility of organizational administrations and people working in the organization. Banking services has been chosen as the object of study for the reason that, owing to ever-increasing competition within banking services, in terms of both costs and banking products. Consumer value is playing a vital role in marketing management, since it is widely assumed and assessed to determine overall consumer satisfaction. Banking industry is realizing the significance of customer-centered philosophies and is turning to quality management approaches to help managing their businesses. Managers in the service sector are under increasing pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. The relationship between service quality and customer satisfaction and customer retention has been widely analyzed. Customer retention is taken as dependent variable and service quality dimensions like tangibility, reliability, responsiveness, assurance, empathy and technology are independent variables for the study. Customer satisfaction is taken as both dependent and independent variable as it acts as a moderating variable for the study. The major purpose of the study is to examine the impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks. The other specific objectives are to determine the factors affecting viii service quality and customer satisfaction in commercial banks of Nepal, to find out the effect of tangibility, reliability, responsiveness, assurance, empathy and technology on customer satisfaction of Nepalese commercial banks, to examine the relationship between customer satisfaction and customer retention of Nepalese commercial banks and to assess the impact of tangibility, reliability, responsiveness, assurance, empathy and technology on customer retention of Nepalese commercial banks. The primary source of data is used to assess the opinion of customers with respect to service quality dimensions, customer satisfaction and customer retention in Nepalese commercial banks. The survey is based on 200 respondents from 25 commercial banks in Nepal. The questions were asked in the form of yes/no, multiple choice and Likert scale questions. The Likert scale questions of different variables on tangibility, reliability, responsiveness, assurance, empathy, technology, customer satisfaction and customer retention were measured in 5 point scale. The weighted mean of the each variable were used to examine the relationship of service quality and customer satisfaction and customer retention. For the fact finding of the study primary data was analyzed by using percentage, frequency distribution and methods such as descriptive statistics, correlation analysis, and regression analysis. The results of the study shows that service quality have positive impact with customer satisfaction and customer retention in the Nepalese commercial banks. The impact of tangibility, reliability, responsiveness, assurance, empathy and technology with customer satisfaction and customer retention is positive. Moreover, the impact of customer satisfaction on customer retention is also found to be positive and significant.

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Impact of service quality dimensions customer satisfaction and customer loyalty in Nepalese commercial banks / Baburam Khanal 

Public ISBD Title : Impact of service quality dimensions customer satisfaction and customer loyalty in Nepalese commercial banks Material Type: printed text Authors: Baburam Khanal, Author Publication Date: 2015 Pagination: 84p. Size: GRP/Thesis Accompanying material: 5/B General note: Including bibilography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Service quality Keywords: 'customer  customer satisfaction  banks  bank and banking  commercial nepal' Class number: 658.812 Impact of service quality dimensions customer satisfaction and customer loyalty in Nepalese commercial banks [printed text] / Baburam Khanal, Author . - 2015 . - 84p. ; GRP/Thesis + 5/B. Including bibilography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Service quality Keywords: 'customer  customer satisfaction  banks  bank and banking  commercial nepal' Class number: 658.812

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Impact of service quality dimensions on customer satisfaction and customer loyalty in Nepalese commercial banks / Sujan Kandel 

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Impact of service quality on customer satisfaction: a case of Nepalese commerical banks / Sharad Neupane 

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Impact of service quality on the customer satisfaction of Nepalese commercial banks / Sabina Khadgi 

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Perceived service quality, customer loyalty and bank performance of commercial banking in Nepal / Sona Shrestha 

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Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks / Pratigya Sapkota 

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Service quality, customer's satisfaction and customers' loyalty in commercial banks / Manju Maharjan 

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Service quality dimensions and customers satisfaction in Nepalese commercial banks / Rajani Acharya 

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The Impact of internet banking service quality on customer satisfaction and customer loyalty in Nepalese commercial banks / Salma Maharjan 

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