| Title : | Internet banking and customer satisfaction in Nepalese commercial banks | | Material Type: | printed text | | Authors: | Usha Sharma, Author | | Publication Date: | 2017 | | Pagination: | 92p. | | Size: | GRP/Thesis | | Accompanying material: | 10/B | | Languages : | English | | Descriptors: | Customer satisfaction
Internet banking
| | Class number: | 332.102 | | Abstract: | Banks are one of the most important institutions for the development of the financial sector, economy and the country as a whole. 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 increased availability of electronic banking modes in the banking industry has changed the way banks service their customers and improved customer satisfaction. There are varieties of different channels that provide easy mode to the customers as well as in decision making of their funds while sitting at home as it is just a click away (Saxena and Agrawal, 2016). Internet banking has significantly influenced on people’s life. Quality of service is important in the banking sector. Therefore, the sector has moved from a product centric to a customer centric position. Customer’s satisfaction is also of great interest to practitioners because of its important effect on customer retention. Obviously, it is evident that internet banking saves time of the customers and also provides convenience and accessibility (Moinuddin, 2013).
The major objective of the study is to determine the impact of internet banking service on customer satisfaction and adoption in Nepalese commercial bank. The specific objectives of the study are to examine the relationship of convenience, security, web design, responsiveness or speed of delivery and awareness on customer satisfaction and adoption, to examine the effect of convenience, security, web design, responsiveness and awareness on customer satisfaction and adoption, to examine the role of convenience, security, web design, responsiveness or speed of delivery and awareness in customer satisfaction and adoption of Nepalese commercial banks, to find out the most important internet banking and customer satisfaction and adoption of Nepalese commercial banks.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 155 customers of 18 commercial banks. The questionnaire were ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on internet banking service,customer satisfaction and adoption 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.
The result confirmed that convenience, web design, security, responsiveness and awareness are major factors affecting customer satisfaction and adoption of Nepalese commercial banks. Likewise, convenience, web design, security, responsiveness and awareness are ranked as the most important dimension of internet banking service affecting customer satisfaction and adoption of Nepalese commercial banks. The study revealed that convenience, web design, security, responsiveness and awareness have positive relationship with customer satisfaction and adoption indicating that higher the level of convenience, web design, security, responsiveness and awareness, higher would be the customer satisfaction and adoption.
Using correlation analysis, the study reveals that there is positive correlation of convenience with customer satisfaction and adoption. There is positive correlation between security, responsiveness and customer satisfaction and adoption. There is positive correlation between web design and customer satisfaction and adoption. There is positive correlation between awareness and customer satisfaction and adoption.
The regression analysis reveals that the beta coefficient is positive for convenience and responsiveness or speed of delivery when regressed with customer satisfaction and adoption. It means that more the internet banking services are convenient and responsive higher would be customer satisfaction and adoption. The beta coefficient is positive for design when regressed with customer satisfaction and adoption. It means that better the design higher would be customer satisfaction and adoption. The beta coefficient is positive for security when regressed with customer satisfaction and adoption. It means that more the internet banking services are secured higher would be the customer satisfaction. The beta coefficient is positive for awareness when regressed with customer satisfaction and adoption. It means that higher the level of awareness about internet banking services higher would be customer satisfaction and adoption. The beta coefficient is positive for convenience, security, web design, responsiveness or speed of delivery and awareness when regressed with customer satisfaction. They are significant at 1 percent level of significance. The beta coefficient is positive for convenience, security, web design, responsiveness or speed of delivery and awareness when regressed with customer adoption. Convenience is significant at 5 percent level of significance.
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Internet banking and customer satisfaction in Nepalese commercial banks [printed text] / Usha Sharma, Author . - 2017 . - 92p. ; GRP/Thesis + 10/B. Languages : English | Descriptors: | Customer satisfaction
Internet banking
| | Class number: | 332.102 | | Abstract: | Banks are one of the most important institutions for the development of the financial sector, economy and the country as a whole. 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 increased availability of electronic banking modes in the banking industry has changed the way banks service their customers and improved customer satisfaction. There are varieties of different channels that provide easy mode to the customers as well as in decision making of their funds while sitting at home as it is just a click away (Saxena and Agrawal, 2016). Internet banking has significantly influenced on people’s life. Quality of service is important in the banking sector. Therefore, the sector has moved from a product centric to a customer centric position. Customer’s satisfaction is also of great interest to practitioners because of its important effect on customer retention. Obviously, it is evident that internet banking saves time of the customers and also provides convenience and accessibility (Moinuddin, 2013).
The major objective of the study is to determine the impact of internet banking service on customer satisfaction and adoption in Nepalese commercial bank. The specific objectives of the study are to examine the relationship of convenience, security, web design, responsiveness or speed of delivery and awareness on customer satisfaction and adoption, to examine the effect of convenience, security, web design, responsiveness and awareness on customer satisfaction and adoption, to examine the role of convenience, security, web design, responsiveness or speed of delivery and awareness in customer satisfaction and adoption of Nepalese commercial banks, to find out the most important internet banking and customer satisfaction and adoption of Nepalese commercial banks.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 155 customers of 18 commercial banks. The questionnaire were ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on internet banking service,customer satisfaction and adoption 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.
The result confirmed that convenience, web design, security, responsiveness and awareness are major factors affecting customer satisfaction and adoption of Nepalese commercial banks. Likewise, convenience, web design, security, responsiveness and awareness are ranked as the most important dimension of internet banking service affecting customer satisfaction and adoption of Nepalese commercial banks. The study revealed that convenience, web design, security, responsiveness and awareness have positive relationship with customer satisfaction and adoption indicating that higher the level of convenience, web design, security, responsiveness and awareness, higher would be the customer satisfaction and adoption.
Using correlation analysis, the study reveals that there is positive correlation of convenience with customer satisfaction and adoption. There is positive correlation between security, responsiveness and customer satisfaction and adoption. There is positive correlation between web design and customer satisfaction and adoption. There is positive correlation between awareness and customer satisfaction and adoption.
The regression analysis reveals that the beta coefficient is positive for convenience and responsiveness or speed of delivery when regressed with customer satisfaction and adoption. It means that more the internet banking services are convenient and responsive higher would be customer satisfaction and adoption. The beta coefficient is positive for design when regressed with customer satisfaction and adoption. It means that better the design higher would be customer satisfaction and adoption. The beta coefficient is positive for security when regressed with customer satisfaction and adoption. It means that more the internet banking services are secured higher would be the customer satisfaction. The beta coefficient is positive for awareness when regressed with customer satisfaction and adoption. It means that higher the level of awareness about internet banking services higher would be customer satisfaction and adoption. The beta coefficient is positive for convenience, security, web design, responsiveness or speed of delivery and awareness when regressed with customer satisfaction. They are significant at 1 percent level of significance. The beta coefficient is positive for convenience, security, web design, responsiveness or speed of delivery and awareness when regressed with customer adoption. Convenience is significant at 5 percent level of significance.
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