Determinants of bank selection by Nepalese customers / Anil Kumar Bist 

Public ISBD Title : Determinants of bank selection by Nepalese customers Material Type: printed text Authors: Anil Kumar Bist, Author Publication Date: 2014 Pagination: 84p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Customer loyalty Customer services Management Nepal Keywords: 'bank  bank and banking  management  commercial  customer  nepal' Class number: 332.01 Abstract: Customer Bank selection is the decision that a customer takes on the basis of different attributes or factors that the bank has. The different factors taken in consideration by customers’ while selecting a bank are various types of services provided by the banks, Interest rates that has been taken or given by bank, promptness of services, responses of employees and so on. Bank occupies an important place in the framework of every economy. It provides capital for the development of industry, trade & business investing the saving collected as deposit. All the economic activities of every country are greatly influenced by the banking business of that country. Banks, by playing active roles, have changed the economic structure of the world. Integrated & speedy development of the country is possible only when competitive banking services reach nooks & corners of the country. Therefore a banking organization must prioritize the provision of high quality service to its customers. People are using the services of the banks to meet up their variety of purposes. Services delivered by the banks play an important role in forming customer’s attitude towards the organizations. The study seeks to examine and gain an insight and understanding into the factors that informed customers' selection of banks as well as their loyalty to particular banks. This understanding and insight will further provide the light for Nepalese banks to formulate new strategies and decisions. Based on these strategies and decisions it will provide a roadmap which will help the banks to attract customers and groom them to become addicted and loyalist to the bank. The main purpose of the study was to investigate the determinants of bank selection used by Nepalese customers. The study is based on primary data. Nature of data is qualitative which is collected from customers of sixteen Nepalese commercial banks that include public banks, joint venture banks and non joint commercial banks. The primary data analysis is done on the basis of different statistical tools like: Cronbach’s alpha, mean, median, percentage frequency distribution, and correlation analysis. The major conclusions of the study are the customers’ reliability depends on attractive infrastructures. The satisfaction level of customers with current services provided by Nepalese Commercial banks is low. In case of efficient services provided by bank customers are satisfied except in case of Public sector banks. The customers like to recommend their bank to other people rather than public bank. Customers indicated location convenience as first major factor followed by high interest rate. According to the result the factors that customers consider while selecting Nepalese commercial banks most of the respondents’ ranked Number of branches as a most important factor affecting customers choice while choosing banks and secondly and Interest rate. Customers ranked Advertisement as most influencing factor followed by Timely service, responsiveness of bank employees and Bank location. The correlation results of the different factors taken for the study in Public Banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location. Similarly, Deposit rate has low degree of correlation and insignificant relationship with Lending Rate, Bank Location and Number of Branches. Number of ATM links also has low degree of correlation and insignificant relationship with Lending Rate. Likewise, in case of Joint Venture Banks Number of branches, Number of ATM links and Opening hours have positive and higher degree of correlations with Bank location. In case of non joint venture banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location whereas Deposit rate has low degree of correlation and insignificant relationship with Lending rate. The overall results indicates that Number of branches, Number of ATM links, Opening hours have positive and higher degree of correlations with Bank location. Determinants of bank selection by Nepalese customers [printed text] / Anil Kumar Bist, Author . - 2014 . - 84p. ; GRP/Thesis + 3/B. Including bibliography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Customer loyalty Customer services Management Nepal Keywords: 'bank  bank and banking  management  commercial  customer  nepal' Class number: 332.01 Abstract: Customer Bank selection is the decision that a customer takes on the basis of different attributes or factors that the bank has. The different factors taken in consideration by customers’ while selecting a bank are various types of services provided by the banks, Interest rates that has been taken or given by bank, promptness of services, responses of employees and so on. Bank occupies an important place in the framework of every economy. It provides capital for the development of industry, trade & business investing the saving collected as deposit. All the economic activities of every country are greatly influenced by the banking business of that country. Banks, by playing active roles, have changed the economic structure of the world. Integrated & speedy development of the country is possible only when competitive banking services reach nooks & corners of the country. Therefore a banking organization must prioritize the provision of high quality service to its customers. People are using the services of the banks to meet up their variety of purposes. Services delivered by the banks play an important role in forming customer’s attitude towards the organizations. The study seeks to examine and gain an insight and understanding into the factors that informed customers' selection of banks as well as their loyalty to particular banks. This understanding and insight will further provide the light for Nepalese banks to formulate new strategies and decisions. Based on these strategies and decisions it will provide a roadmap which will help the banks to attract customers and groom them to become addicted and loyalist to the bank. The main purpose of the study was to investigate the determinants of bank selection used by Nepalese customers. The study is based on primary data. Nature of data is qualitative which is collected from customers of sixteen Nepalese commercial banks that include public banks, joint venture banks and non joint commercial banks. The primary data analysis is done on the basis of different statistical tools like: Cronbach’s alpha, mean, median, percentage frequency distribution, and correlation analysis. The major conclusions of the study are the customers’ reliability depends on attractive infrastructures. The satisfaction level of customers with current services provided by Nepalese Commercial banks is low. In case of efficient services provided by bank customers are satisfied except in case of Public sector banks. The customers like to recommend their bank to other people rather than public bank. Customers indicated location convenience as first major factor followed by high interest rate. According to the result the factors that customers consider while selecting Nepalese commercial banks most of the respondents’ ranked Number of branches as a most important factor affecting customers choice while choosing banks and secondly and Interest rate. Customers ranked Advertisement as most influencing factor followed by Timely service, responsiveness of bank employees and Bank location. The correlation results of the different factors taken for the study in Public Banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location. Similarly, Deposit rate has low degree of correlation and insignificant relationship with Lending Rate, Bank Location and Number of Branches. Number of ATM links also has low degree of correlation and insignificant relationship with Lending Rate. Likewise, in case of Joint Venture Banks Number of branches, Number of ATM links and Opening hours have positive and higher degree of correlations with Bank location. In case of non joint venture banks Number of branches, Number of ATM links, and Opening hours have positive and higher degree of correlations with Bank location whereas Deposit rate has low degree of correlation and insignificant relationship with Lending rate. The overall results indicates that Number of branches, Number of ATM links, Opening hours have positive and higher degree of correlations with Bank location.

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Factors affecting customer loyalty in banking sector of Nepal / Shrijala Shrestha 

Public ISBD Title : Factors affecting customer loyalty in banking sector of Nepal Material Type: printed text Authors: Shrijala Shrestha, Author Publication Date: 2017 Pagination: 103p. Size: GRP/Thesis Accompanying material: 9/B Languages : English Descriptors: Customer loyalty Customer relations Class number: 658.812 Abstract: Customer loyalty is a fundamental goal of marketing as the purpose of marketing is to satisfy customers. According to Bloemer and Odekerken-Schroder(2002), customer loyalty is the result of successful marketing that creates competitive value for consumers. Contemporary marketing efforts are geared towards meeting consumers’ needs and ensuring customer loyalty and strategizing on how to retain such customers (Hassan, 2008).Similarly, Customer loyalty is an attitudinal and behavioral tendency to favor one brand over all others, Customer loyalty encourages consumers to shop more consistently, spend a greater share of wallet, and feel positive about a shopping experience, helping attract consumers to familiar brands in the face of a competitive environment (Sawalqa2012). Customer loyalty is often regarded as the consequence of marketing activity performed by an organization so it has acquired a central position in marketing. Customer loyalty leads to change in attitude of customers, repeat purchase and ultimately brand loyalty. Origin of the concept of customer loyalty is derived from the marketing concept that profit is generated through satisfaction of customer needs and wants (Sabir et al., 2014). Bank as a service sector has a great influence in the economy of the country. It plays very important role in economic development. The growth rate of economy largely depends on the rateof investment which, in fact depends on the level of saving. Higher saving leads to higher level of capital formation which is crucial for economic growth and development. The primary function of commercial bank is to accept deposit and provide loans. The commercial banks play major role in mobilizing saving for capital formation. The role of commercial banks in economic development includes saving promotion, saving mobilization, promotion trade, industry and employment allocation of funds, and transfer of money (Mishkin, 2011). Doostdar et al. (2013) argued that obtaining and maintaining brand loyalty is a key challenge in increasingly competitive markets. In vast competitive markets, brand loyalty provides several advantages including a barrier to competitors, more sales and revenue, lower customer acquisition costs and lower customer sensitivity to other competitors' marketing efforts. The major objective of the study is to analyze the impact of various dimensions of service quality on customer loyalty of Nepalese commercial banks. The other objectives of this study are to analyze the perception of customers towards the level of service quality dimension (responsiveness, tangibility, empathy, assurance and reliability) of Nepalese commercial banks, to examine the relationship of selected service quality dimensions with customer loyalty, to determine the impact of selected service quality dimensions on customer loyalty of Nepalese commercial banks and to find out the most important service quality dimensions affecting customer loyalty of Nepalese commercial banks. In order to achieve the objectives, primary data collection was performed by providing questionnaire to 200 customers of 25 commercial banks. The questionnaire were Yes, No, Ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on service quality dimensions and customer loyalty were measured in 5 point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose. On the basis of regression result, the beta coefficient for responsiveness is positive and significant which reveals that higher the responsiveness, higher would be the customer loyalty. The beta coefficient for tangibility is positive and significant with customer loyalty which reveals that better tangibility leads to increase in customer loyalty. The results indicate that there is positive and significant impact of reliability on customer loyalty, which reveals that higher the level of reliability, higher would be the customer loyalty. Likewise, the study found that beta coefficient empathy is positive with customer loyalty which indicates that Nepalese commercial banks with highly empathetic employees are able to generate higher level of customer loyalty. The result confirmed that tangibility, responsiveness and assurance are major factors affecting customer loyalty of Nepalese commercial banks. Similarly, tangibility, responsiveness and assurance are ranked as the most important dimension of service quality affecting customer loyalty of Nepalese commercial banks. Sincerely handling customer’s problem, providing services as previously promised, customer safety in transactions, good security management and personalized service and impressive staffs are ranked as the most important attributes affecting customer loyalty of Nepalese commercial banks. The study revealed that tangibility, responsiveness, assurance, reliability and empathy have positive relationship with customer loyalty indicating that higher the level of tangibility, responsiveness, assurance, reliability and empathy, higher would be the customer loyalty. Factors affecting customer loyalty in banking sector of Nepal [printed text] / Shrijala Shrestha, Author . - 2017 . - 103p. ; GRP/Thesis + 9/B. Languages : English Descriptors: Customer loyalty Customer relations Class number: 658.812 Abstract: Customer loyalty is a fundamental goal of marketing as the purpose of marketing is to satisfy customers. According to Bloemer and Odekerken-Schroder(2002), customer loyalty is the result of successful marketing that creates competitive value for consumers. Contemporary marketing efforts are geared towards meeting consumers’ needs and ensuring customer loyalty and strategizing on how to retain such customers (Hassan, 2008).Similarly, Customer loyalty is an attitudinal and behavioral tendency to favor one brand over all others, Customer loyalty encourages consumers to shop more consistently, spend a greater share of wallet, and feel positive about a shopping experience, helping attract consumers to familiar brands in the face of a competitive environment (Sawalqa2012). Customer loyalty is often regarded as the consequence of marketing activity performed by an organization so it has acquired a central position in marketing. Customer loyalty leads to change in attitude of customers, repeat purchase and ultimately brand loyalty. Origin of the concept of customer loyalty is derived from the marketing concept that profit is generated through satisfaction of customer needs and wants (Sabir et al., 2014). Bank as a service sector has a great influence in the economy of the country. It plays very important role in economic development. The growth rate of economy largely depends on the rateof investment which, in fact depends on the level of saving. Higher saving leads to higher level of capital formation which is crucial for economic growth and development. The primary function of commercial bank is to accept deposit and provide loans. The commercial banks play major role in mobilizing saving for capital formation. The role of commercial banks in economic development includes saving promotion, saving mobilization, promotion trade, industry and employment allocation of funds, and transfer of money (Mishkin, 2011). Doostdar et al. (2013) argued that obtaining and maintaining brand loyalty is a key challenge in increasingly competitive markets. In vast competitive markets, brand loyalty provides several advantages including a barrier to competitors, more sales and revenue, lower customer acquisition costs and lower customer sensitivity to other competitors' marketing efforts. The major objective of the study is to analyze the impact of various dimensions of service quality on customer loyalty of Nepalese commercial banks. The other objectives of this study are to analyze the perception of customers towards the level of service quality dimension (responsiveness, tangibility, empathy, assurance and reliability) of Nepalese commercial banks, to examine the relationship of selected service quality dimensions with customer loyalty, to determine the impact of selected service quality dimensions on customer loyalty of Nepalese commercial banks and to find out the most important service quality dimensions affecting customer loyalty of Nepalese commercial banks. In order to achieve the objectives, primary data collection was performed by providing questionnaire to 200 customers of 25 commercial banks. The questionnaire were Yes, No, Ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on service quality dimensions and customer loyalty were measured in 5 point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose. On the basis of regression result, the beta coefficient for responsiveness is positive and significant which reveals that higher the responsiveness, higher would be the customer loyalty. The beta coefficient for tangibility is positive and significant with customer loyalty which reveals that better tangibility leads to increase in customer loyalty. The results indicate that there is positive and significant impact of reliability on customer loyalty, which reveals that higher the level of reliability, higher would be the customer loyalty. Likewise, the study found that beta coefficient empathy is positive with customer loyalty which indicates that Nepalese commercial banks with highly empathetic employees are able to generate higher level of customer loyalty. The result confirmed that tangibility, responsiveness and assurance are major factors affecting customer loyalty of Nepalese commercial banks. Similarly, tangibility, responsiveness and assurance are ranked as the most important dimension of service quality affecting customer loyalty of Nepalese commercial banks. Sincerely handling customer’s problem, providing services as previously promised, customer safety in transactions, good security management and personalized service and impressive staffs are ranked as the most important attributes affecting customer loyalty of Nepalese commercial banks. The study revealed that tangibility, responsiveness, assurance, reliability and empathy have positive relationship with customer loyalty indicating that higher the level of tangibility, responsiveness, assurance, reliability and empathy, higher would be the customer loyalty.

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Impact of customer relationship management efforts on customer loyalty in Nepalese commercial banks / Neeta Joshi 

Public ISBD 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 loyalty Keywords: '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 loyalty Keywords: 'customers  customer loyalty  commercial banks  banks  banks and banking' Class number: 658.812

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

Public ISBD Title : Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks Material Type: printed text Authors: Pratigya Sapkota, Author Publication Date: 2015 Pagination: 89p. Size: GRP/Thesis Accompanying material: 3/B General note: Includes bibliographies Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Customer loyalty Customer relations Customer services Service quality Keywords: 'service quality and customer satisfaction  customers  Nepal  commercial banks  banks' Class number: 658.812 Abstract: Service quality is the extent to which customers’ perceptions of service meet and/or exceed their expectations. Customer satisfaction is mainly derived from the physiological response with the perceptual difference gap between expectation before consumption and practical experience after consumption of service or products. The level of banking services can be divided into three major categorizes like General Banking, Credit and Foreign Exchange. The general banking functions include accounts opening, deposit management, cash handling etc. Whereas, the credit banking service deals with the loan disbursement and loan management and the foreign exchange banking covers the area of L/C function, foreign currency and remittance management. This study mainly focuses on exploring the relationship between categorised service quality, customers’ satisfaction and customers’ loyalty in Nepalese commercial bank. This study also produces the clear knowledge about the customers’ satisfaction and major determinants of categorised service quality, customers’ satisfaction and customers’ loyalty. The research design that is used in this research is descriptive and causal comparative research. The descriptive research design has been adopted for searching the adequate data and information about the factors affecting the service quality, customers’ satisfaction and customers’ loyalty. The major conclusion of the study is that that there is a positive significant relationship between the quality of categorized service, customer satisfaction and customer loyalty. The study also reveal that most of customers were satisfied with the services provided by the bank and would like to recommend the bank to their friends, family members and relatives. Customers are also satisfied with the online and internet banking services provided by the bank .Bank image is considered as the important factor to increase the satisfaction level of customer .As per the correlation coefficient the highest relation was recorded between customer loyalty and customers’ satisfaction. Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks [printed text] / Pratigya Sapkota, Author . - 2015 . - 89p. ; GRP/Thesis + 3/B. Includes bibliographies Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Customer loyalty Customer relations Customer services Service quality Keywords: 'service quality and customer satisfaction  customers  Nepal  commercial banks  banks' Class number: 658.812 Abstract: Service quality is the extent to which customers’ perceptions of service meet and/or exceed their expectations. Customer satisfaction is mainly derived from the physiological response with the perceptual difference gap between expectation before consumption and practical experience after consumption of service or products. The level of banking services can be divided into three major categorizes like General Banking, Credit and Foreign Exchange. The general banking functions include accounts opening, deposit management, cash handling etc. Whereas, the credit banking service deals with the loan disbursement and loan management and the foreign exchange banking covers the area of L/C function, foreign currency and remittance management. This study mainly focuses on exploring the relationship between categorised service quality, customers’ satisfaction and customers’ loyalty in Nepalese commercial bank. This study also produces the clear knowledge about the customers’ satisfaction and major determinants of categorised service quality, customers’ satisfaction and customers’ loyalty. The research design that is used in this research is descriptive and causal comparative research. The descriptive research design has been adopted for searching the adequate data and information about the factors affecting the service quality, customers’ satisfaction and customers’ loyalty. The major conclusion of the study is that that there is a positive significant relationship between the quality of categorized service, customer satisfaction and customer loyalty. The study also reveal that most of customers were satisfied with the services provided by the bank and would like to recommend the bank to their friends, family members and relatives. Customers are also satisfied with the online and internet banking services provided by the bank .Bank image is considered as the important factor to increase the satisfaction level of customer .As per the correlation coefficient the highest relation was recorded between customer loyalty and customers’ satisfaction.

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