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Internet banking and customer satisfaction: a case of Nepalese commercial banks / Elish Shrestha
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
NepalKeywords: '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
NepalKeywords: '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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Barcode Call number Media type Location Section Status 94/D 332.102 SHR Thesis/Dissertation Uniglobe Library Social Sciences Available