Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks / Pratigya Sapkota 

Public ISBD Title : Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks Material Type: printed text Authors: Pratigya Sapkota, Author Publication Date: 2015 Pagination: 89p. Size: GRP/Thesis Accompanying material: 3/B General note: Includes bibliographies Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Customer loyalty Customer relations Customer services Service quality Keywords: 'service quality and customer satisfaction  customers  Nepal  commercial banks  banks' Class number: 658.812 Abstract: Service quality is the extent to which customers’ perceptions of service meet and/or exceed their expectations. Customer satisfaction is mainly derived from the physiological response with the perceptual difference gap between expectation before consumption and practical experience after consumption of service or products. The level of banking services can be divided into three major categorizes like General Banking, Credit and Foreign Exchange. The general banking functions include accounts opening, deposit management, cash handling etc. Whereas, the credit banking service deals with the loan disbursement and loan management and the foreign exchange banking covers the area of L/C function, foreign currency and remittance management. This study mainly focuses on exploring the relationship between categorised service quality, customers’ satisfaction and customers’ loyalty in Nepalese commercial bank. This study also produces the clear knowledge about the customers’ satisfaction and major determinants of categorised service quality, customers’ satisfaction and customers’ loyalty. The research design that is used in this research is descriptive and causal comparative research. The descriptive research design has been adopted for searching the adequate data and information about the factors affecting the service quality, customers’ satisfaction and customers’ loyalty. The major conclusion of the study is that that there is a positive significant relationship between the quality of categorized service, customer satisfaction and customer loyalty. The study also reveal that most of customers were satisfied with the services provided by the bank and would like to recommend the bank to their friends, family members and relatives. Customers are also satisfied with the online and internet banking services provided by the bank .Bank image is considered as the important factor to increase the satisfaction level of customer .As per the correlation coefficient the highest relation was recorded between customer loyalty and customers’ satisfaction. Quality of categorized services, customer satisfaction and customer loyalty: a case of Nepalese commercial banks [printed text] / Pratigya Sapkota, Author . - 2015 . - 89p. ; GRP/Thesis + 3/B. Includes bibliographies Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Customer loyalty Customer relations Customer services Service quality Keywords: 'service quality and customer satisfaction  customers  Nepal  commercial banks  banks' Class number: 658.812 Abstract: Service quality is the extent to which customers’ perceptions of service meet and/or exceed their expectations. Customer satisfaction is mainly derived from the physiological response with the perceptual difference gap between expectation before consumption and practical experience after consumption of service or products. The level of banking services can be divided into three major categorizes like General Banking, Credit and Foreign Exchange. The general banking functions include accounts opening, deposit management, cash handling etc. Whereas, the credit banking service deals with the loan disbursement and loan management and the foreign exchange banking covers the area of L/C function, foreign currency and remittance management. This study mainly focuses on exploring the relationship between categorised service quality, customers’ satisfaction and customers’ loyalty in Nepalese commercial bank. This study also produces the clear knowledge about the customers’ satisfaction and major determinants of categorised service quality, customers’ satisfaction and customers’ loyalty. The research design that is used in this research is descriptive and causal comparative research. The descriptive research design has been adopted for searching the adequate data and information about the factors affecting the service quality, customers’ satisfaction and customers’ loyalty. The major conclusion of the study is that that there is a positive significant relationship between the quality of categorized service, customer satisfaction and customer loyalty. The study also reveal that most of customers were satisfied with the services provided by the bank and would like to recommend the bank to their friends, family members and relatives. Customers are also satisfied with the online and internet banking services provided by the bank .Bank image is considered as the important factor to increase the satisfaction level of customer .As per the correlation coefficient the highest relation was recorded between customer loyalty and customers’ satisfaction.

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92/D	658.812 SAP	Thesis/Dissertation	Uniglobe Library	Technology	Available

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