Customer satisfaction and retail banking: the case of Nepalese commercial banks / Kushalta Upadhyaya 

Public ISBD Title : Customer satisfaction and retail banking: the case of Nepalese commercial banks Material Type: printed text Authors: Kushalta Upadhyaya, Author Publication Date: 2016 Pagination: 84P. Size: GRP/Thesis Accompanying material: 7/B Languages : English Descriptors: Consumer satisfaction Class number: 658.812 Abstract: Bank is a financial institution which deals with the monetary activities by accepting deposits, lending to the various parties against securities and performing agency services. Commercial bank occupies an important place in the development of the economy (Hussain, 2010). Bank provides various services to fulfill the demand of customers like saving accounts, loan facilities and remittance facilities. The banking industry needs to adopt new strategies and technologies to deliver better services to customers and to move ahead of the competition (Ali & Zhou, 2013). Service quality is considered as a competitive factor and an essential key to create the difference among banks (Siddiqi, 2011). Delivering high quality service to the customers is the key for a sustainable competitive advantage. Osman & Sentosa (2014) argued that increasing level of service quality enhances the customer satisfaction. Customer satisfaction has been a subject of great interest to organizations and academicians. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some studies that service quality is related to customer satisfaction. Chakravarty (2003) found that there is a meaningful negative relation among service quality dimension, responsiveness with customer satisfaction. However, Mahamad&Ramayah (2010) found that there is positive relationship between responsiveness and customer satisfaction.Service quality is particularly essential in the banking services because it provides high level of customer satisfaction (Almossawi, 2001). In addition, service quality has a significant impact on a bank’s success and performance (Mouawad & Kleiner, 1996). Nowadays, service quality has received much attention because of its 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 need to understand how to integrate these service quality concepts into managing the customer’s satisfaction. The main objective of the study is to analyze the relationship between customer’s satisfaction and retail banking of Nepalese commercial banks. The specific objectives are to analyze the relationship between reliability and customer satisfaction of Nepalese commercial banks, to examine the impact of responsiveness on customer satisfaction in Nepalese commercial bank, to examine the relationship between assurance and customer satisfaction, to determine the relationship between empathy and customer satisfaction in Nepalese Commercial Banks and to analyze the impact of tangibles in customer satisfaction in Nepalese commercial banks. This study is primarily based on primary sources of data. The primary sources of data have been used to assess the opinion of respondents with respect to customer satisfaction level regarding the commercial banks. The questionnaire survey has been conducted to know the opinions of customers regarding service quality variables of Nepalese commercial banks.A set of questionnaire was prepared and distributed to the customers of sample Nepalese commercial banks. The questions were designed to get the views, related information from the respondents. Data were collected using well formulated questionnaires. The questionnaires were self-adjusted, validated and pre-tested. The respondents represent customers of 20 commercial banks of Nepal and total of 200 questionnaires were collected. The information related to customer satisfaction and service qualities were administered through questionnaires. The major conclusion of the study is that service quality variables of the commercial banks play a prominent role in determination of customer’s satisfaction. Assurance is the most important influencing factor of customer satisfaction. Service quality factors highly support the commercial banks for the competition. The study reveals that there is a positive relationship between reliability and customer satisfaction. It reveals that higher the reliability, higher would be the customer satisfaction. Similarly, the study shows that customer satisfaction is positively related with responsiveness. It reveals that higher the responsiveness higher would be the customer satisfaction. The beta coefficient for tangibles and expertise are positively related to customer satisfaction. It indicates increase in tangibles and expertise will leads to increase in customer satisfaction. The beta coefficient for reliability and responsiveness are positively related to customer satisfaction. It indicates increase in reliability and responsiveness will leads to increase in customer satisfaction. The beta coefficient for assurance is positive with customer satisfaction. It reveals that higher the assurance higher would be the customer satisfaction where beta coefficient is significant at 1 percent level. Customer satisfaction and retail banking: the case of Nepalese commercial banks [printed text] / Kushalta Upadhyaya, Author . - 2016 . - 84P. ; GRP/Thesis + 7/B. Languages : English Descriptors: Consumer satisfaction Class number: 658.812 Abstract: Bank is a financial institution which deals with the monetary activities by accepting deposits, lending to the various parties against securities and performing agency services. Commercial bank occupies an important place in the development of the economy (Hussain, 2010). Bank provides various services to fulfill the demand of customers like saving accounts, loan facilities and remittance facilities. The banking industry needs to adopt new strategies and technologies to deliver better services to customers and to move ahead of the competition (Ali & Zhou, 2013). Service quality is considered as a competitive factor and an essential key to create the difference among banks (Siddiqi, 2011). Delivering high quality service to the customers is the key for a sustainable competitive advantage. Osman & Sentosa (2014) argued that increasing level of service quality enhances the customer satisfaction. Customer satisfaction has been a subject of great interest to organizations and academicians. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some studies that service quality is related to customer satisfaction. Chakravarty (2003) found that there is a meaningful negative relation among service quality dimension, responsiveness with customer satisfaction. However, Mahamad&Ramayah (2010) found that there is positive relationship between responsiveness and customer satisfaction.Service quality is particularly essential in the banking services because it provides high level of customer satisfaction (Almossawi, 2001). In addition, service quality has a significant impact on a bank’s success and performance (Mouawad & Kleiner, 1996). Nowadays, service quality has received much attention because of its 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 need to understand how to integrate these service quality concepts into managing the customer’s satisfaction. The main objective of the study is to analyze the relationship between customer’s satisfaction and retail banking of Nepalese commercial banks. The specific objectives are to analyze the relationship between reliability and customer satisfaction of Nepalese commercial banks, to examine the impact of responsiveness on customer satisfaction in Nepalese commercial bank, to examine the relationship between assurance and customer satisfaction, to determine the relationship between empathy and customer satisfaction in Nepalese Commercial Banks and to analyze the impact of tangibles in customer satisfaction in Nepalese commercial banks. This study is primarily based on primary sources of data. The primary sources of data have been used to assess the opinion of respondents with respect to customer satisfaction level regarding the commercial banks. The questionnaire survey has been conducted to know the opinions of customers regarding service quality variables of Nepalese commercial banks.A set of questionnaire was prepared and distributed to the customers of sample Nepalese commercial banks. The questions were designed to get the views, related information from the respondents. Data were collected using well formulated questionnaires. The questionnaires were self-adjusted, validated and pre-tested. The respondents represent customers of 20 commercial banks of Nepal and total of 200 questionnaires were collected. The information related to customer satisfaction and service qualities were administered through questionnaires. The major conclusion of the study is that service quality variables of the commercial banks play a prominent role in determination of customer’s satisfaction. Assurance is the most important influencing factor of customer satisfaction. Service quality factors highly support the commercial banks for the competition. The study reveals that there is a positive relationship between reliability and customer satisfaction. It reveals that higher the reliability, higher would be the customer satisfaction. Similarly, the study shows that customer satisfaction is positively related with responsiveness. It reveals that higher the responsiveness higher would be the customer satisfaction. The beta coefficient for tangibles and expertise are positively related to customer satisfaction. It indicates increase in tangibles and expertise will leads to increase in customer satisfaction. The beta coefficient for reliability and responsiveness are positively related to customer satisfaction. It indicates increase in reliability and responsiveness will leads to increase in customer satisfaction. The beta coefficient for assurance is positive with customer satisfaction. It reveals that higher the assurance higher would be the customer satisfaction where beta coefficient is significant at 1 percent level.

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Customer satisfaction level towards the use of two-wheelers in Kathmandu valley / Nisha Karki 

Public ISBD Title : Customer satisfaction level towards the use of two-wheelers in Kathmandu valley Material Type: printed text Authors: Nisha Karki, Author Publication Date: 2017 Pagination: 88p. Size: GRP/Thesis Accompanying material: 10/B Languages : English Descriptors: Consumer satisfaction Customer relations Class number: 658.812 Abstract: Automobile is one of the largest industries in global market. Being the leader in the product and product technologies in the manufacturing sector, it has been recognized as one of the drivers of economic growth. The two wheelers industry has been in existence since 1955 and is in very healthy state today. Today the Nepalese consumer has a wide variety of brands and models to choose from when they think of buying two wheelers. Automotive companies are facing tough challenges to improve vehicle quality and reduce product development (PD) time for new product introduction. These requirements put tremendous amount of pressure on the PD process to achieve higher customer satisfaction (CS), improve business effectiveness, and develop higher-quality products with fewer resources in less time. The automotive industry uses CS as one of the quantifiable measures to assess the product performance in the market and set future targets for further improvement. Customer satisfaction is a fundamental goal of marketing as the purpose of marketing is to satisfy customers. According to Bloemer & Odekerken-Schroder(2002), customer satisfaction is the result of successful marketing that creates competitive value for consumers. Contemporary marketing efforts are geared towards meeting consumers’ needs and ensuring customer satisfaction and strategizing on how to retain such customers (Hassan, 2008). Judgments of product performance are related to expectations that could enhance the customer satisfaction or brand loyalty (Awan & Rehman, 2014). The major objective of the study is to analyze the factors affecting customers’ satisfaction towards the use of two-wheelers in Kathmandu valley. The specific objectives of the study are to assess the impact of price fairness with customer satisfaction towards the use of two wheelers in Kathmandu valley, to examine the impact of better design and brand image with customer satisfaction towards the use of two wheelers in Kathmandu valley, to know the relationship of comfort level and fuel efficiency with customer satisfaction towards the use of two wheelers in Kathmandu valley, to identify which variable play most important role in explaining customer satisfaction towards the use of two-wheelers in Kathmandu valley. In order to achieve the objectives, primary data collection was performed by providing questionnaire to 160 customers. The questionnaire was ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on customer satisfaction towards the use of two-wheelers in Kathmandu valley were measured in 5 points 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. The study concludes that the most influencing factor for determining customer satisfaction is comfort level followed by fuel efficiency, brand image and better design towards the use of two-wheelers in Kathmandu valley. Using correlation analysis, the result shows that there is a positive relationship of price fairness with customer satisfaction. It indicates that increase in price fairness leads to increase in customer satisfaction. Similarly, there is a positive relationship between better design and customer satisfaction. It indicates that better design leads to increase in customer satisfaction. The result also shows that there is a positive correlation between brand image and customer satisfaction. This indicates that better the brand image, higher would be the customer satisfaction. Similarly, comfort is positively related to customer satisfaction. It indicates that the more the vehicle is comfortable to use, the higher the customer satisfaction would be. Likewise, the study found positive correlation between fuel efficiency and customer satisfaction. It indicates that higher the level of fuel efficiency, higher would be the customer satisfaction. The regression analysis reveals that the beta coefficients are positive and significant for price fairness at 1 percent level. This indicates that price fairness has a positive significant impact on customer satisfaction. This finding is similar to the findings of Xia et al. (2004). The result also shows that beta coefficients are positive for better design. This indicates that better design has positive impact on customer satisfaction. It is also found that brand image has positive impact on customer satisfaction. However, the coefficients are not significant at 5 percent level. This finding is similar to the findings of Kumar (2013). Similarly, the result shows that fuel efficiency has positive and significant impact on customer satisfaction at 5 percent level of significance. This finding is similar to the findings of Mohnot (2002). Likewise, the result shows that beta coefficients are positive for comfort level at 1 percent level. This indicates that comfort level has positive impact on customer satisfaction. Customer satisfaction level towards the use of two-wheelers in Kathmandu valley [printed text] / Nisha Karki, Author . - 2017 . - 88p. ; GRP/Thesis + 10/B. Languages : English Descriptors: Consumer satisfaction Customer relations Class number: 658.812 Abstract: Automobile is one of the largest industries in global market. Being the leader in the product and product technologies in the manufacturing sector, it has been recognized as one of the drivers of economic growth. The two wheelers industry has been in existence since 1955 and is in very healthy state today. Today the Nepalese consumer has a wide variety of brands and models to choose from when they think of buying two wheelers. Automotive companies are facing tough challenges to improve vehicle quality and reduce product development (PD) time for new product introduction. These requirements put tremendous amount of pressure on the PD process to achieve higher customer satisfaction (CS), improve business effectiveness, and develop higher-quality products with fewer resources in less time. The automotive industry uses CS as one of the quantifiable measures to assess the product performance in the market and set future targets for further improvement. Customer satisfaction is a fundamental goal of marketing as the purpose of marketing is to satisfy customers. According to Bloemer & Odekerken-Schroder(2002), customer satisfaction is the result of successful marketing that creates competitive value for consumers. Contemporary marketing efforts are geared towards meeting consumers’ needs and ensuring customer satisfaction and strategizing on how to retain such customers (Hassan, 2008). Judgments of product performance are related to expectations that could enhance the customer satisfaction or brand loyalty (Awan & Rehman, 2014). The major objective of the study is to analyze the factors affecting customers’ satisfaction towards the use of two-wheelers in Kathmandu valley. The specific objectives of the study are to assess the impact of price fairness with customer satisfaction towards the use of two wheelers in Kathmandu valley, to examine the impact of better design and brand image with customer satisfaction towards the use of two wheelers in Kathmandu valley, to know the relationship of comfort level and fuel efficiency with customer satisfaction towards the use of two wheelers in Kathmandu valley, to identify which variable play most important role in explaining customer satisfaction towards the use of two-wheelers in Kathmandu valley. In order to achieve the objectives, primary data collection was performed by providing questionnaire to 160 customers. The questionnaire was ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on customer satisfaction towards the use of two-wheelers in Kathmandu valley were measured in 5 points 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. The study concludes that the most influencing factor for determining customer satisfaction is comfort level followed by fuel efficiency, brand image and better design towards the use of two-wheelers in Kathmandu valley. Using correlation analysis, the result shows that there is a positive relationship of price fairness with customer satisfaction. It indicates that increase in price fairness leads to increase in customer satisfaction. Similarly, there is a positive relationship between better design and customer satisfaction. It indicates that better design leads to increase in customer satisfaction. The result also shows that there is a positive correlation between brand image and customer satisfaction. This indicates that better the brand image, higher would be the customer satisfaction. Similarly, comfort is positively related to customer satisfaction. It indicates that the more the vehicle is comfortable to use, the higher the customer satisfaction would be. Likewise, the study found positive correlation between fuel efficiency and customer satisfaction. It indicates that higher the level of fuel efficiency, higher would be the customer satisfaction. The regression analysis reveals that the beta coefficients are positive and significant for price fairness at 1 percent level. This indicates that price fairness has a positive significant impact on customer satisfaction. This finding is similar to the findings of Xia et al. (2004). The result also shows that beta coefficients are positive for better design. This indicates that better design has positive impact on customer satisfaction. It is also found that brand image has positive impact on customer satisfaction. However, the coefficients are not significant at 5 percent level. This finding is similar to the findings of Kumar (2013). Similarly, the result shows that fuel efficiency has positive and significant impact on customer satisfaction at 5 percent level of significance. This finding is similar to the findings of Mohnot (2002). Likewise, the result shows that beta coefficients are positive for comfort level at 1 percent level. This indicates that comfort level has positive impact on customer satisfaction.

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Customers' perceptions of service quality: a study of Nepalese commercial banks / Nisha Gurung 

Public ISBD Title : Customers' perceptions of service quality: a study of Nepalese commercial banks Material Type: printed text Authors: Nisha Gurung, Author Publication Date: 2016 Pagination: 66p. Size: GRP/Thesis Accompanying material: 7/B Languages : English Descriptors: Consumer satisfaction Customer relations Class number: 658.812 Customers' perceptions of service quality: a study of Nepalese commercial banks [printed text] / Nisha Gurung, Author . - 2016 . - 66p. ; GRP/Thesis + 7/B. Languages : English Descriptors: Consumer satisfaction Customer relations Class number: 658.812

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Impact of customer satisafaction on behavioral intention to use banking service in Nepalese commercial banks / Rojina Khatri 

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

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Impact of relationship marketing on customer loyalty in Nepalese commercial banks / Shreeja Dhungel 

Public ISBD Title : Impact of relationship marketing on customer loyalty in Nepalese commercial banks Material Type: printed text Authors: Shreeja Dhungel, Author Publication Date: 2015 Pagination: 72p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibilography Languages : English Descriptors: Consumer satisfaction Customer relations Customer services Keywords: 'customer satisfaction  banks  nepal  commercial banks  customer relations' Class number: 658.812 Impact of relationship marketing on customer loyalty in Nepalese commercial banks [printed text] / Shreeja Dhungel, Author . - 2015 . - 72p. ; GRP/Thesis + 3/B. Including bibilography Languages : English Descriptors: Consumer satisfaction Customer relations Customer services Keywords: 'customer satisfaction  banks  nepal  commercial banks  customer relations' Class number: 658.812

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Merger, job satisfaction and bank performance: a case of Nepal / Til Bahadur Bhandari 

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Relationship between employee job satisfaction and organizational performance in Nepalese commercial banks / Namrata Pandit 

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Relationship between job satisfaction and performance of Nepalese commercial banks / Pitamber Nepal 

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The factors influencing customer satisfaction with ATM banking in Nepalese commercial banks / Siddhant Dhanuk 

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