Customer's adoption of mobile banking in Nepalese commercial banks / Situ Tara Bajracharya 

Public ISBD Title : Customer's adoption of mobile banking in Nepalese commercial banks Material Type: printed text Authors: Situ Tara Bajracharya, Author Publication Date: 2014 Pagination: 100p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography Languages : English Descriptors: Banks Banks and banking Banks and banking, Mobile Commercial banks Internet banking Mobile commerce Nepal Keywords: 'mobile commerce  mobile banking  banks and banking  commercial banks  nepal  internetbanking' Class number: 332.178 Abstract: Mobile banking is the latest and most innovative service offered by the bank. It refers to provision and aliment of banking and financial services with the help of mobile telecommunication devices. Mobile banking is a term used for performing balance checks, account transactions, payments, credit applications etc. via mobile devices such as mobile phone or personal digital assistant (PDA).It is convenient, simple, secure, anytime and anywhere banking. The viability of the mobile banking channels continues to grow in line with smart phones adoption and proliferation of mobile banking applications. So, the banking industry continues to invest heavily in developing new services and features for mobile banking as banks continue to monitor trends and evaluate the best opportunities for them to strategically invest or partner with key innovators in the space. The major objective of the study is toreveal mechanisms associated with customers’ acceptance of mobile banking services in Nepalese commercial banks. The specific objectives are: to study the influence of demographic variables on mobile banking usage; to investigate the effects of perceived cost on the adoption of mobile banking; to identify the attitude of customers towards the mobile banking system in terms of perceived usefulness; to determine the ease of using mobile banking system; to measure the trust of users on mobile banking system; to determine the quality and quantity of information the customers have on the mobile banking system; to determine the innovativeness and awareness in mobile services adoption; to identify the customers perceived risk towards mobile banking system. Based on the literature reviews, this study has proposed the conceptual framework identifying perceived usefulness, perceived ease of use, perceived risk, service quality, trust, perceived cost and awareness as the most important factors that determine the customers’intention to adopt of mobile banking services in the context of Nepal. The study is based on primary sources of data. The primary sources of data are used to assess the opinion of the respondents regarding the factors influencing customers’ intention to adopt mobile banking. The study is both qualitative and quantitative in nature. The study undertakes descriptive and inferential research design. For the study purpose, 250 structured questionnaires were distributed to different respondents out of which 193 questionnaires were collected through friends circle and relatives. The response rate of the study is 77.2% from different customers of commercial banks. The type of the bank isdivided into three categories: public banks, joint venture banks and government owned banks based on the respondents’ responses. Frequency, chi-square test, Kendall’s tau rank correlation test and descriptive statistics like mode are used for analysis purpose. Cronbach’s alpha is also used for the reliability and validity of the questionnaire so that the result can be accurate and with minimum bias. Cross tabulation on the basis of the strata of the investor is performed in order to test for the significance of the response. The major conclusion of the study is that mobile banking is a new era in banking industry in which banks are spending considerable amount of money to have it available to their customers and to cut their operation costs. Unfortunately, the result shows that large numbers of customers does not use mobile banking for various reasons despite its benefits. The major concern among customers is the safety regarding mobile banking services which forms real obstacles to use the service, followed by network problem and insufficient operating guidance. The study also concludes that people who have adopted mobile banking are young, technically savvy and time-pressured. It shows that younger customers are more interested and eager to use mobile banking than the older ones.But young customers are the ones who are less satisfied with mobile banking. Most of the customers use mobile banking services for account enquiries, alert on account activity, pay electricity and purchase NTC prepaid recharge card. The increase in the use of mobile banking reduces bank visit with reduction in cost efficiency of the bank. There is positive link between perceived usefulness and profession of the mobile banking users. Most of the male users feel mobile banking easy to use. The increasing age have less relation with more positive outcomes in mobile banking. Service quality of mobile banking depends on type of the bank. Most of the user of joint venture bank trust mobile banking as honest services. The perceived cost has negative influence to adopt mobile banking services. Therefore awareness plays a significant role that influence mobile banking services provided by the bank. Thus mobile banking in Nepalese commercial bank has made bank-customer relationship more complex and less personal today. Customer's adoption of mobile banking in Nepalese commercial banks [printed text] / Situ Tara Bajracharya, Author . - 2014 . - 100p. ; GRP/Thesis + 2/B. Including bibliography Languages : English Descriptors: Banks Banks and banking Banks and banking, Mobile Commercial banks Internet banking Mobile commerce Nepal Keywords: 'mobile commerce  mobile banking  banks and banking  commercial banks  nepal  internetbanking' Class number: 332.178 Abstract: Mobile banking is the latest and most innovative service offered by the bank. It refers to provision and aliment of banking and financial services with the help of mobile telecommunication devices. Mobile banking is a term used for performing balance checks, account transactions, payments, credit applications etc. via mobile devices such as mobile phone or personal digital assistant (PDA).It is convenient, simple, secure, anytime and anywhere banking. The viability of the mobile banking channels continues to grow in line with smart phones adoption and proliferation of mobile banking applications. So, the banking industry continues to invest heavily in developing new services and features for mobile banking as banks continue to monitor trends and evaluate the best opportunities for them to strategically invest or partner with key innovators in the space. The major objective of the study is toreveal mechanisms associated with customers’ acceptance of mobile banking services in Nepalese commercial banks. The specific objectives are: to study the influence of demographic variables on mobile banking usage; to investigate the effects of perceived cost on the adoption of mobile banking; to identify the attitude of customers towards the mobile banking system in terms of perceived usefulness; to determine the ease of using mobile banking system; to measure the trust of users on mobile banking system; to determine the quality and quantity of information the customers have on the mobile banking system; to determine the innovativeness and awareness in mobile services adoption; to identify the customers perceived risk towards mobile banking system. Based on the literature reviews, this study has proposed the conceptual framework identifying perceived usefulness, perceived ease of use, perceived risk, service quality, trust, perceived cost and awareness as the most important factors that determine the customers’intention to adopt of mobile banking services in the context of Nepal. The study is based on primary sources of data. The primary sources of data are used to assess the opinion of the respondents regarding the factors influencing customers’ intention to adopt mobile banking. The study is both qualitative and quantitative in nature. The study undertakes descriptive and inferential research design. For the study purpose, 250 structured questionnaires were distributed to different respondents out of which 193 questionnaires were collected through friends circle and relatives. The response rate of the study is 77.2% from different customers of commercial banks. The type of the bank isdivided into three categories: public banks, joint venture banks and government owned banks based on the respondents’ responses. Frequency, chi-square test, Kendall’s tau rank correlation test and descriptive statistics like mode are used for analysis purpose. Cronbach’s alpha is also used for the reliability and validity of the questionnaire so that the result can be accurate and with minimum bias. Cross tabulation on the basis of the strata of the investor is performed in order to test for the significance of the response. The major conclusion of the study is that mobile banking is a new era in banking industry in which banks are spending considerable amount of money to have it available to their customers and to cut their operation costs. Unfortunately, the result shows that large numbers of customers does not use mobile banking for various reasons despite its benefits. The major concern among customers is the safety regarding mobile banking services which forms real obstacles to use the service, followed by network problem and insufficient operating guidance. The study also concludes that people who have adopted mobile banking are young, technically savvy and time-pressured. It shows that younger customers are more interested and eager to use mobile banking than the older ones.But young customers are the ones who are less satisfied with mobile banking. Most of the customers use mobile banking services for account enquiries, alert on account activity, pay electricity and purchase NTC prepaid recharge card. The increase in the use of mobile banking reduces bank visit with reduction in cost efficiency of the bank. There is positive link between perceived usefulness and profession of the mobile banking users. Most of the male users feel mobile banking easy to use. The increasing age have less relation with more positive outcomes in mobile banking. Service quality of mobile banking depends on type of the bank. Most of the user of joint venture bank trust mobile banking as honest services. The perceived cost has negative influence to adopt mobile banking services. Therefore awareness plays a significant role that influence mobile banking services provided by the bank. Thus mobile banking in Nepalese commercial bank has made bank-customer relationship more complex and less personal today.

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Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks / Rupa Maharjan 

Public ISBD Title : Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks Material Type: printed text Authors: Rupa Maharjan, Author Publication Date: 2014 Pagination: 72p. Size: GRP/Thesis Accompanying material: 3/D General note: Including bibilography Languages : English Descriptors: Customer satisfaction Banking Banks Banks and banking Commercial banks Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks [printed text] / Rupa Maharjan, Author . - 2014 . - 72p. ; GRP/Thesis + 3/D. Including bibilography Languages : English Descriptors: Customer satisfaction Banking Banks Banks and banking Commercial banks Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102

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Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks / Regina Shrestha 

Public ISBD Title : Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks Material Type: printed text Authors: Regina Shrestha, Author Publication Date: 2014 Pagination: 77p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction Bank and banking Banking Banks Commercial banks Internet banking Keywords: 'internet banking  banking  banks  customer satisfaction  nepal' Class number: 332.102 Abstract: Internet banking is creating dramatic changes for the banking industry. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers. The main objective of the study was to identify the factors that influence internet banking adoption in Nepalese banking sector. The study adopted both qualitative and quantitative approach. The study undertakes descriptive, inferential and causal-comparative research design. The study mainly focuses on primary data to obtain the objectives of the study. 200 structured questionnaire that was developed and was distributed among the respondents of Kathmandu valley through friends circle and relatives. The response rate of the study was 95.5%. The study has undertaken 14 banks which include 8 public banks, 4 joint venture banks and 2 government owned banks for the purpose of comparative study and analysis. Frequency, chi-square test, kendall’s tau and descriptive statistics like mode, mean were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability and validity. The major conclusion of this study is that awareness to the customer about internet banking create customer to adopt towards internet banking. The study found that awareness, perceived risk, perceived ease of use, perceived usefulness and advantage of internet banking has positive and significant impact on customer adoption and perceived cost has negative and insignificant impact on customer adoption. This means that increase in cost leads to decrease in customer adoption. As perceived risk is positively related this indicates that customer don’t perceived risk as negative term. Most of respondent perceive that they get access to internet banking services as soon as they open the account. This helps customer to be loyal towards the bank. Internet banking such as mobile banking, online banking and ATMs should be made as user friendly as possible as not many customer are familiar with internet banking, especially the older generation. Providing online help and giving customer the choice of their preferred language will ease their transaction. Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks [printed text] / Regina Shrestha, Author . - 2014 . - 77p. ; GRP/Thesis + 3/B. Including bibliography Languages : English Descriptors: Customer satisfaction Bank and banking Banking Banks Commercial banks Internet banking Keywords: 'internet banking  banking  banks  customer satisfaction  nepal' Class number: 332.102 Abstract: Internet banking is creating dramatic changes for the banking industry. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers. The main objective of the study was to identify the factors that influence internet banking adoption in Nepalese banking sector. The study adopted both qualitative and quantitative approach. The study undertakes descriptive, inferential and causal-comparative research design. The study mainly focuses on primary data to obtain the objectives of the study. 200 structured questionnaire that was developed and was distributed among the respondents of Kathmandu valley through friends circle and relatives. The response rate of the study was 95.5%. The study has undertaken 14 banks which include 8 public banks, 4 joint venture banks and 2 government owned banks for the purpose of comparative study and analysis. Frequency, chi-square test, kendall’s tau and descriptive statistics like mode, mean were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability and validity. The major conclusion of this study is that awareness to the customer about internet banking create customer to adopt towards internet banking. The study found that awareness, perceived risk, perceived ease of use, perceived usefulness and advantage of internet banking has positive and significant impact on customer adoption and perceived cost has negative and insignificant impact on customer adoption. This means that increase in cost leads to decrease in customer adoption. As perceived risk is positively related this indicates that customer don’t perceived risk as negative term. Most of respondent perceive that they get access to internet banking services as soon as they open the account. This helps customer to be loyal towards the bank. Internet banking such as mobile banking, online banking and ATMs should be made as user friendly as possible as not many customer are familiar with internet banking, especially the older generation. Providing online help and giving customer the choice of their preferred language will ease their transaction.

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Intention to use online banking system: an overview in Nepalese context / Kristal Pradhan 

Public ISBD Title : Intention to use online banking system: an overview in Nepalese context Material Type: printed text Authors: Kristal Pradhan, Author Publication Date: 2014 Pagination: 73p. Size: GRP/Thesis Accompanying material: 2/B General note: Including biblography Languages : English Descriptors: Banks Banks and banking Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal' Class number: 332.170 Abstract: Technology has highly affected the banking service and their performance. With the evolution of information technology the banking sector all over the world are providing financial service through information system: automated teller machine, internet banking, telephone banking, in an effort to remain competitive as well as enhance customer service.Customer satisfaction and customer retention are increasingly developing into key success factor in online banking and this is more determined by customer acceptance rather than seller offerings. The main objective of the study is to determine the factors that affect the use of online banking system among Nepalese banking and financial institutions.The study undertakes descriptive research design and used primary data to fulfill the objectives of the study. 200 structured questionnaire that were distributed among the users of online banking system of Nepalese commercial bank of Kathmandu valley, among them only 177 complete responses were collected and that was considered for analysis purpose. The study has undertaken 5 joint venture banks, 2 governments owned banks and 9 public banks’ online banking system users. Frequency, percentage and descriptive statistics like median, mode and standard deviation were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability. The main conclusion of the study is perceived ease of use, perceived enjoyment, availability of information and perceived risk has significant impact of intention to use of online banking system. Evidence also suggests that majority of the respondent know the availability of service and they use it. Ease of use is the most important factor for use of online banking service and majority of the respondent agree that online banking system is easy to use. Respondents enjoy use of online banking service and have an evidence of significant positive relationship. Availability of internet connection also affects intention to use of online banking system. Evidence also suggests that respondents perceive risk (feel insecure) with use of online banking system Intention to use online banking system: an overview in Nepalese context [printed text] / Kristal Pradhan, Author . - 2014 . - 73p. ; GRP/Thesis + 2/B. Including biblography Languages : English Descriptors: Banks Banks and banking Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal' Class number: 332.170 Abstract: Technology has highly affected the banking service and their performance. With the evolution of information technology the banking sector all over the world are providing financial service through information system: automated teller machine, internet banking, telephone banking, in an effort to remain competitive as well as enhance customer service.Customer satisfaction and customer retention are increasingly developing into key success factor in online banking and this is more determined by customer acceptance rather than seller offerings. The main objective of the study is to determine the factors that affect the use of online banking system among Nepalese banking and financial institutions.The study undertakes descriptive research design and used primary data to fulfill the objectives of the study. 200 structured questionnaire that were distributed among the users of online banking system of Nepalese commercial bank of Kathmandu valley, among them only 177 complete responses were collected and that was considered for analysis purpose. The study has undertaken 5 joint venture banks, 2 governments owned banks and 9 public banks’ online banking system users. Frequency, percentage and descriptive statistics like median, mode and standard deviation were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability. The main conclusion of the study is perceived ease of use, perceived enjoyment, availability of information and perceived risk has significant impact of intention to use of online banking system. Evidence also suggests that majority of the respondent know the availability of service and they use it. Ease of use is the most important factor for use of online banking service and majority of the respondent agree that online banking system is easy to use. Respondents enjoy use of online banking service and have an evidence of significant positive relationship. Availability of internet connection also affects intention to use of online banking system. Evidence also suggests that respondents perceive risk (feel insecure) with use of online banking system

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Internet banking and customer satisfaction: a case of Nepalese commercial banks / Elish Shrestha 

Public ISBD Title : Internet banking and customer satisfaction: a case of Nepalese commercial banks Material Type: printed text Authors: Elish Shrestha, Author Publication Date: 2015 Pagination: 69p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Abstract: Customer satisfaction is imperative for the long-term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization, both public and private sectors are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the dimensions of service quality. Internet banking is the most inventive service offered by the banks. For banks, internet has emerged as a strategic resource for achieving higher efficiency. The electronic revolution has made it possible to provide ease and flexibility in banking operations, which benefit the customers. Customer satisfaction is a long-term strategy. It is one of the most important competitive factors that indicate a company’s profitability. Banks in Nepal are providing different facilities to the customers like SMS banking, online banking and many more. Due to such facilitiesNepalese people are gainingbanking knowledge and they are saving their money in banks. The major objective of the study is to examine the relationship between internet banking services and customer satisfaction in Nepalese commercial banks. Likewise, the specific objectives areto examine the relationship between reliability of internet banking services and customer satisfaction in Nepalese Commercial Banks;to assess the performance of internet banking activities of commercial banks in Nepal;to analyze the customer satisfaction level in service security and customer support in internet banking services of Nepalese commercial banks;to determine the relationship between easy to use internet banking services and customer satisfaction in Nepalese commercial banks;to evaluate the awareness of internet banking services among the customers of Nepalese commercial banks; andto examine the impact of perceived value of internet banking services on customer satisfaction. The study is based on primary source of data. Data for the survey are collected from the customers of different commercial banks. The primary sources of data have been used to assess the opinion of respondents with respect to customers’ satisfaction and internet banking services provided by the Nepalese commercial banks. The total sample respondents are 150 from different bank customers. The instruments are descriptive statistics as well as inferential statistics and convenience sampling technique is used. Frequencies, percentage, medium, standard deviation, correlation, regression and test of significance are used in this study to measure the customer satisfaction with internet banking services. The research is based on the qualitative method. The results and findings are mainly dependent on the customers’perception, evaluation and psychological reactions of consumption experience of the products and services of respective banks. Majority of the respondents have agreed that transactions done through internet banking help to enhance the efficiency of customers. In the same way, 64% of the respondents have agreed that internet banking enables to accomplish more banking activities. Likewise, in rating the performance of internet banking services like bill payments, e-alerts, stop payment, balance enquiry, retrieving bank statement and fund transfer majority of respondents have rated that commercial banks are good enough to provide all these services to their customers. Majority of internet banking users (44%) are satisfied with the internet banking services provided to customers by their respective banks. But talking about the cost of internet banking services imposed by the banks, many respondents are neither satisfied nor dissatisfied. Easy to Use (EU) is found significant at 1 percent level of significance and service security is found significant at 10 percent. This shows that only two variables have good explanatory power among all the independent variables. The study concludes thatinternet banking has become a major facility sought by the existing and potential customers especially the educated and employed people to get better and fast services. All the service sectors depend on customers and their satisfaction and the banks are no exception. Majority of the customers are using internet banking since it is easy to use. The bank should make it more flexible and also website should be made in multi languages so that all walk of people will be attracted to the internet banking. It is also recommended that banks must invest in understanding the needs of customers of internet banking and try as much as possible to meet their various needs associated with the services provided by internet banking. This study suggests that there is a need for further researchers to examine the effect of customer satisfaction or dissatisfaction including more dimensions like system availability, cost effectiveness, brand perception, compensation, problem handling and many more as there will be huge acceptance of e-banking with the passage of time with growing awareness and education. Internet banking and customer satisfaction: a case of Nepalese commercial banks [printed text] / Elish Shrestha, Author . - 2015 . - 69p. ; GRP/Thesis + 2/B. Including bibliography Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Internet banking Nepal Keywords: 'internet banking  banks  banks and banking  commercial banks  nepal  customer  customer satisfaction' Class number: 332.102 Abstract: Customer satisfaction is imperative for the long-term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization, both public and private sectors are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the dimensions of service quality. Internet banking is the most inventive service offered by the banks. For banks, internet has emerged as a strategic resource for achieving higher efficiency. The electronic revolution has made it possible to provide ease and flexibility in banking operations, which benefit the customers. Customer satisfaction is a long-term strategy. It is one of the most important competitive factors that indicate a company’s profitability. Banks in Nepal are providing different facilities to the customers like SMS banking, online banking and many more. Due to such facilitiesNepalese people are gainingbanking knowledge and they are saving their money in banks. The major objective of the study is to examine the relationship between internet banking services and customer satisfaction in Nepalese commercial banks. Likewise, the specific objectives areto examine the relationship between reliability of internet banking services and customer satisfaction in Nepalese Commercial Banks;to assess the performance of internet banking activities of commercial banks in Nepal;to analyze the customer satisfaction level in service security and customer support in internet banking services of Nepalese commercial banks;to determine the relationship between easy to use internet banking services and customer satisfaction in Nepalese commercial banks;to evaluate the awareness of internet banking services among the customers of Nepalese commercial banks; andto examine the impact of perceived value of internet banking services on customer satisfaction. The study is based on primary source of data. Data for the survey are collected from the customers of different commercial banks. The primary sources of data have been used to assess the opinion of respondents with respect to customers’ satisfaction and internet banking services provided by the Nepalese commercial banks. The total sample respondents are 150 from different bank customers. The instruments are descriptive statistics as well as inferential statistics and convenience sampling technique is used. Frequencies, percentage, medium, standard deviation, correlation, regression and test of significance are used in this study to measure the customer satisfaction with internet banking services. The research is based on the qualitative method. The results and findings are mainly dependent on the customers’perception, evaluation and psychological reactions of consumption experience of the products and services of respective banks. Majority of the respondents have agreed that transactions done through internet banking help to enhance the efficiency of customers. In the same way, 64% of the respondents have agreed that internet banking enables to accomplish more banking activities. Likewise, in rating the performance of internet banking services like bill payments, e-alerts, stop payment, balance enquiry, retrieving bank statement and fund transfer majority of respondents have rated that commercial banks are good enough to provide all these services to their customers. Majority of internet banking users (44%) are satisfied with the internet banking services provided to customers by their respective banks. But talking about the cost of internet banking services imposed by the banks, many respondents are neither satisfied nor dissatisfied. Easy to Use (EU) is found significant at 1 percent level of significance and service security is found significant at 10 percent. This shows that only two variables have good explanatory power among all the independent variables. The study concludes thatinternet banking has become a major facility sought by the existing and potential customers especially the educated and employed people to get better and fast services. All the service sectors depend on customers and their satisfaction and the banks are no exception. Majority of the customers are using internet banking since it is easy to use. The bank should make it more flexible and also website should be made in multi languages so that all walk of people will be attracted to the internet banking. It is also recommended that banks must invest in understanding the needs of customers of internet banking and try as much as possible to meet their various needs associated with the services provided by internet banking. This study suggests that there is a need for further researchers to examine the effect of customer satisfaction or dissatisfaction including more dimensions like system availability, cost effectiveness, brand perception, compensation, problem handling and many more as there will be huge acceptance of e-banking with the passage of time with growing awareness and education.

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Internet banking ,consumer adoption and customer satisfaction of Nepalese commercial banks / Renu Pandey 

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The impact of internal marketing on employee's job satisfaction of commercial banks in Nepal / Sujata Bhandari 

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