Impact of organizational culture on customer satisfaction in Nepalese commercial banks / Premlata Limbu 

Public ISBD Title : Impact of organizational culture on customer satisfaction in Nepalese commercial banks Material Type: printed text Authors: Premlata Limbu, Author Publication Date: 2016 Pagination: 118p. Size: GRP/Thesis Accompanying material: 6/B Languages : English Descriptors: Organizational culture Class number: 302.35 Abstract: Organziational culture is system, which defines the standards by the help of which people perceive, believe and evaluate things. It is an act that serve to relate human communities to their envirnmental settings (Allaire & Firsirotu, 1984).With the diversity in customers, there come many different perceptions and expectations of what constitutes good service. For this reason, it is essential for commercial banks to understand the underlying differences among cultures. Customer satisfaction is a key component for a successful and prosperous organization. So identifying and improving the factors that can limit the satisfaction of customer is the crucial step for the bank which wants to be a step forward than its competitors. It has been linked to higher profit margins, greater employee satisfaction, customer retention, and repeat purchases (Appiah-Adu & Singh, 1999). Development of organizational culture, sense of identity and commitment will facilate and also increase the stability of the organization(Chiang & Chang , 2010). The major purpose of the study is to examine the impact of organizational culture on customer satisfaction of Nepalese commercial banks. The specific objectives of the study are; (a) to explore the customer satisfaction of Nepalese commercial bank, (b) to examine the factors that contribute the customer satisfaction, (c) to observe the organizational culture practiced in the Nepalese commercial banks , (d) to explore the views regarding the organizational culture on the customer satisfaction,(e) to examine the effect of adaptability feature of the bank on employee satisfaction, (f) to examine the motivation of involvement cultures on employee satisfaction and (g) to examine the importance of consistency to achieve customer satisfaction. The primary source of data is used to assess the opinion of employees and customers to organizational culture on customer satisfaction in Nepalese commercial bank. The survey is based on 250 respondents which include 125 employees with their respective 125 customers from 20 commercial banks in Nepal. The questions were asked in the form of Likert scale questions. The Likert scale questions of different variables on organizational culture, employee satisfaction and customer satisfaction were measured in 5 point scale. The study revealed that adaptability, consistency; involvement and mission are among the organizational cultures factors that have affected the customer satisfaction in Nepalese commercial banks. Similarly, adaptability culture adopted by Nepalese commercial bank helps to change in response to external conditions to create adaptive change, customer focus which reflects the degree to which the organization is driven by a concern to satisfy the customer. The study also concludes that consistency culture adopted by Nepalese commercial banks for the existence of organizational systems and processes promote alignment and efficiency. The involvement trait focuses on employees’ commitment and sense of ownership, involvement in decisions that affect them, and team orientation. Mission culture helps to know by an organization why it exists and economic and noneconomic objectives that provide meaning and direction for their employees. Therefore it can be concluded that organizational culture have strong role in customer satisfaction in commercial banks of Nepal. Organizational culture influences the employee satisfaction and satisfied employees are dedicated towards customer satisfaction. The major conclusion of the study is that organizational culture greatly influences customer satisfaction level in Nepalese commercial banks. The factors of organizational culture (i.e. involvement, consistency, adaptability and mission) have significant and positive relation with customer satisfaction in Nepalese commercial banks. Organizational culture enhances the satisfaction level of both employees and the customers. With a close examination of different cultures through the research literature, a clearer understanding of the customers’ perceptions of satisfaction and customized service for banks customers may be achieved. Impact of organizational culture on customer satisfaction in Nepalese commercial banks [printed text] / Premlata Limbu, Author . - 2016 . - 118p. ; GRP/Thesis + 6/B. Languages : English Descriptors: Organizational culture Class number: 302.35 Abstract: Organziational culture is system, which defines the standards by the help of which people perceive, believe and evaluate things. It is an act that serve to relate human communities to their envirnmental settings (Allaire & Firsirotu, 1984).With the diversity in customers, there come many different perceptions and expectations of what constitutes good service. For this reason, it is essential for commercial banks to understand the underlying differences among cultures. Customer satisfaction is a key component for a successful and prosperous organization. So identifying and improving the factors that can limit the satisfaction of customer is the crucial step for the bank which wants to be a step forward than its competitors. It has been linked to higher profit margins, greater employee satisfaction, customer retention, and repeat purchases (Appiah-Adu & Singh, 1999). Development of organizational culture, sense of identity and commitment will facilate and also increase the stability of the organization(Chiang & Chang , 2010). The major purpose of the study is to examine the impact of organizational culture on customer satisfaction of Nepalese commercial banks. The specific objectives of the study are; (a) to explore the customer satisfaction of Nepalese commercial bank, (b) to examine the factors that contribute the customer satisfaction, (c) to observe the organizational culture practiced in the Nepalese commercial banks , (d) to explore the views regarding the organizational culture on the customer satisfaction,(e) to examine the effect of adaptability feature of the bank on employee satisfaction, (f) to examine the motivation of involvement cultures on employee satisfaction and (g) to examine the importance of consistency to achieve customer satisfaction. The primary source of data is used to assess the opinion of employees and customers to organizational culture on customer satisfaction in Nepalese commercial bank. The survey is based on 250 respondents which include 125 employees with their respective 125 customers from 20 commercial banks in Nepal. The questions were asked in the form of Likert scale questions. The Likert scale questions of different variables on organizational culture, employee satisfaction and customer satisfaction were measured in 5 point scale. The study revealed that adaptability, consistency; involvement and mission are among the organizational cultures factors that have affected the customer satisfaction in Nepalese commercial banks. Similarly, adaptability culture adopted by Nepalese commercial bank helps to change in response to external conditions to create adaptive change, customer focus which reflects the degree to which the organization is driven by a concern to satisfy the customer. The study also concludes that consistency culture adopted by Nepalese commercial banks for the existence of organizational systems and processes promote alignment and efficiency. The involvement trait focuses on employees’ commitment and sense of ownership, involvement in decisions that affect them, and team orientation. Mission culture helps to know by an organization why it exists and economic and noneconomic objectives that provide meaning and direction for their employees. Therefore it can be concluded that organizational culture have strong role in customer satisfaction in commercial banks of Nepal. Organizational culture influences the employee satisfaction and satisfied employees are dedicated towards customer satisfaction. The major conclusion of the study is that organizational culture greatly influences customer satisfaction level in Nepalese commercial banks. The factors of organizational culture (i.e. involvement, consistency, adaptability and mission) have significant and positive relation with customer satisfaction in Nepalese commercial banks. Organizational culture enhances the satisfaction level of both employees and the customers. With a close examination of different cultures through the research literature, a clearer understanding of the customers’ perceptions of satisfaction and customized service for banks customers may be achieved.

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
202/D	302.35 LIM	Books	Uniglobe Library	Social Sciences	Available

Impact of organizational culture on employee satisfaction in Nepalese commercial banks / Suja Poudel 

Public ISBD Title : Impact of organizational culture on employee satisfaction in Nepalese commercial banks Material Type: printed text Authors: Suja Poudel, Author Publication Date: 2018 Pagination: 108p. Size: GRP/Thesis Accompanying material: 11/B Languages : English Descriptors: Organizational culture Class number: 302.35 Abstract: Organizational culture is system, which defines the standards by the help of which people perceive, believe and evaluate things. It is an act that serves to relate human communities to their environmental settings. Banking sector business in Nepal is most competitive sector where employee's performance is the only way out to beat the competition. It is therefore, necessary to find out the extent of job satisfaction in employees of banks of Nepal. In Nepal most of the public as well as private enterprises are failed due to the inefficient management. There are no much investigations are made till about the inefficiency and poor productivity of employees in this sector. Though the problems for poor job satisfaction are identified and analyzed but devices to prevent the employee's dissatisfaction are not adopted. A successful and highly productive business can be achieved by improving employee performances. Nowadays, the importance of employee satisfaction for the success of organizations cannot be overstated. Employees are the human capital of organizations and their performance is a key indicator for organization to achieve its goals. Companies today are forced to compete and to act professionally in those harsh times; therefore, it is very important to have capable employees who can account on them to create competitive advantage. The major purpose of the study is to examine the impact of organizational culture on employee satisfaction of Nepalese commercial banks. This study investigates the impact of specific factors on employee job satisfaction of Nepalese commercial banks. The study has employed descriptive and causal comparative research design to estimate the relationship between dependent variable such as employee job satisfaction with independent variables (involvement, consistency, mission, adaptability and leadership practices). The study is based on primary sources of data. The primary data are used to extract the information from the employees regarding the satisfaction of employee on the various factors affecting employee performance in Nepalese commercial banks. Altogether 20 commercial banks were selected for the study and total of 170 questionnaires were collected. To achieve the purpose of the study structured questionnaire was prepared. The result shows that there is a positive relationship between involvement and employee satisfaction. It indicates that increase in employee involvement on decision making process leads to increase in employee job satisfaction. The result also shows that leadership practices are positively correlated to employee satisfaction, which indicates that effective leadership style leads to increase in employee job satisfaction. The result shows that there is a positive correlation between consistency and employee job satisfaction. It indicates that higher the level of consistency, higher would be the employee job satisfaction. Similarly, mission is positively correlated to employee job satisfaction. It indicates that better the mission statement, higher would be the employee job satisfaction. Likewise, the study shows that adaptability is positively correlated to employee job satisfaction. It indicates that higher level of adaptability leads to increase in employee job satisfaction. The regression result also shows that beta coefficients are positive for involvement, consistency, mission, adaptability and leadership practices. However, the coefficients are significant only for involvement, mission, leadership practices at 5 percent level of significance. Impact of organizational culture on employee satisfaction in Nepalese commercial banks [printed text] / Suja Poudel, Author . - 2018 . - 108p. ; GRP/Thesis + 11/B. Languages : English Descriptors: Organizational culture Class number: 302.35 Abstract: Organizational culture is system, which defines the standards by the help of which people perceive, believe and evaluate things. It is an act that serves to relate human communities to their environmental settings. Banking sector business in Nepal is most competitive sector where employee's performance is the only way out to beat the competition. It is therefore, necessary to find out the extent of job satisfaction in employees of banks of Nepal. In Nepal most of the public as well as private enterprises are failed due to the inefficient management. There are no much investigations are made till about the inefficiency and poor productivity of employees in this sector. Though the problems for poor job satisfaction are identified and analyzed but devices to prevent the employee's dissatisfaction are not adopted. A successful and highly productive business can be achieved by improving employee performances. Nowadays, the importance of employee satisfaction for the success of organizations cannot be overstated. Employees are the human capital of organizations and their performance is a key indicator for organization to achieve its goals. Companies today are forced to compete and to act professionally in those harsh times; therefore, it is very important to have capable employees who can account on them to create competitive advantage. The major purpose of the study is to examine the impact of organizational culture on employee satisfaction of Nepalese commercial banks. This study investigates the impact of specific factors on employee job satisfaction of Nepalese commercial banks. The study has employed descriptive and causal comparative research design to estimate the relationship between dependent variable such as employee job satisfaction with independent variables (involvement, consistency, mission, adaptability and leadership practices). The study is based on primary sources of data. The primary data are used to extract the information from the employees regarding the satisfaction of employee on the various factors affecting employee performance in Nepalese commercial banks. Altogether 20 commercial banks were selected for the study and total of 170 questionnaires were collected. To achieve the purpose of the study structured questionnaire was prepared. The result shows that there is a positive relationship between involvement and employee satisfaction. It indicates that increase in employee involvement on decision making process leads to increase in employee job satisfaction. The result also shows that leadership practices are positively correlated to employee satisfaction, which indicates that effective leadership style leads to increase in employee job satisfaction. The result shows that there is a positive correlation between consistency and employee job satisfaction. It indicates that higher the level of consistency, higher would be the employee job satisfaction. Similarly, mission is positively correlated to employee job satisfaction. It indicates that better the mission statement, higher would be the employee job satisfaction. Likewise, the study shows that adaptability is positively correlated to employee job satisfaction. It indicates that higher level of adaptability leads to increase in employee job satisfaction. The regression result also shows that beta coefficients are positive for involvement, consistency, mission, adaptability and leadership practices. However, the coefficients are significant only for involvement, mission, leadership practices at 5 percent level of significance.

Hold

Place a hold on this item

Copies

Barcode	Call number	Media type	Location	Section	Status
444/D	302.35 POU	Books	Uniglobe Library	Social Sciences	Available

---

page 1/1