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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Impact of service quality dimensions on customer satisfaction and customer loyalty in Nepalese insurance companies / Nisha Karki 

Public ISBD Title : Impact of service quality dimensions on customer satisfaction and customer loyalty in Nepalese insurance companies Material Type: printed text Authors: Nisha Karki, Author Publication Date: 2017 Pagination: 124p. Size: GRP/Thesis Accompanying material: 10/B Languages : English Descriptors: Customer satisfaction Keywords: 'customer  customer satisfaction  banks  bank and banking  commercial nepal' Class number: 658.812 Abstract: Insurance market is a substantial market. World over there are thousands of insurance companies with large volumes of capitalization and funds employing very large numbers of employees on one hand, and much larger numbers of people and business organizations which are covered by insurance benefits on the other.Insurance companies believe that customers are the major purpose behind their services and the activities. This is why the insurance companies are more concerned with customer satisfaction, customer loyalty and their retention. Insurance companies have realized that service quality is a very important factor for their success as service quality is a strategy that can help them build long-lasting relationships with their customers and increase their profits through efficient management systems and the application of customer focused strategies. Recently, almost every sectors of the financial services industry are trying to use service quality to achieve a variety of outcomes to enhance customer base. Service quality is comprehensive strategy with business and marketing that the technology and business activity is related to the customer. Service quality is the critical issues in customer satisfaction and customer loyalty for financial institution. Service quality also improves management of customer satisfaction and loyalty. The main objective of the study is to analyse the relationship between service quality, customers’ satisfaction and customers’ loyalty in Nepalese insurance companies. Other objectives are to analyse the perception of customers on the level of service quality dimensions (reliability, responsiveness, assurance, tangibility, empathy and technology) of the Nepalese insurance companies, to examine the relationship of tangibility, reliability, responsiveness, assurance and empathy on customer satisfaction and customer loyalty, to determine the impact of selected service quality dimensions on customer satisfaction and loyalty, to find out the most important factor affecting customer satisfaction and loyalty in Nepalese insurance companies. This study is based on primary source of data, which were gathered from 16 Nepalese insurance companies. The data obtained from the questionnaires survey are analysed through SPSS. The instruments are descriptive statistics and inferential statistics. To analyse the reliability and validity of the data, Cronbach’s alpha (α) is used. Frequencies, percent, mean, correlation and test of significance are used in this study to measure the determinants of customer satisfaction and customer loyalty. This study has employed descriptive research design and casual comparative research design to deal with issues associated with the service quality of Nepalese insurance companies. In order to achieve the objectives questionnaire was made and distributed to different customer of Nepalese insurance companies. The questions were asked in the form of multiple choice, ranking, and five point likert scale questions. All together 175 questions were distributed and out of which 150 questionnaire were collected. The likert scale questions of different variables on service quality were measured in 5-point likert scale. The result of correlation analysis indicates that tangibility has positive correlation with customer satisfaction and customer loyalty. Similarly, the others variables like reliability, responsiveness, assurance and empathy are also positively related to customer satisfaction and customer loyalty.The study found that there is a positive and significant relationship between independent variables (tangibility, reliability, responsiveness, assurance and empathy) and dependent variable (customer satisfaction and customer loyalty). The result of regression analysis shows that, all the independent variables (tangibility, reliability, responsiveness, assurance, and empathy) are positive and significant with dependent variable (customer satisfaction). The beta coefficients for tangibility, reliability and assurance are significant at 1 percent level of significance. However, the beta coefficient for responsiveness and empathy are significant at 1 percentas well as 5 percent level of significance.Similarly, the result of regression analysis shows that, all the independent variables (tangibility, reliability, responsiveness, assurance and empathy)are positive and significant with dependent variable (customer loyalty). The beta coefficient for all independent variables are significant at 1 percent as well as 5 percent level of significance.It indicates that higher the tangibility, technology and reliability, higher would be the customer loyalty Recommendations are given on the basis of the findings of the study. The study revealed positive correlation coefficient between customer satisfaction and all the independent variables. The correlation coefficient between customer loyalty and all the independent variables are also positively correlated. Positive and significant correlation coefficient recommends that insurance company should focus on improving the service quality dimensions. Impact of service quality dimensions on customer satisfaction and customer loyalty in Nepalese insurance companies [printed text] / Nisha Karki, Author . - 2017 . - 124p. ; GRP/Thesis + 10/B. Languages : English Descriptors: Customer satisfaction Keywords: 'customer  customer satisfaction  banks  bank and banking  commercial nepal' Class number: 658.812 Abstract: Insurance market is a substantial market. World over there are thousands of insurance companies with large volumes of capitalization and funds employing very large numbers of employees on one hand, and much larger numbers of people and business organizations which are covered by insurance benefits on the other.Insurance companies believe that customers are the major purpose behind their services and the activities. This is why the insurance companies are more concerned with customer satisfaction, customer loyalty and their retention. Insurance companies have realized that service quality is a very important factor for their success as service quality is a strategy that can help them build long-lasting relationships with their customers and increase their profits through efficient management systems and the application of customer focused strategies. Recently, almost every sectors of the financial services industry are trying to use service quality to achieve a variety of outcomes to enhance customer base. Service quality is comprehensive strategy with business and marketing that the technology and business activity is related to the customer. Service quality is the critical issues in customer satisfaction and customer loyalty for financial institution. Service quality also improves management of customer satisfaction and loyalty. The main objective of the study is to analyse the relationship between service quality, customers’ satisfaction and customers’ loyalty in Nepalese insurance companies. Other objectives are to analyse the perception of customers on the level of service quality dimensions (reliability, responsiveness, assurance, tangibility, empathy and technology) of the Nepalese insurance companies, to examine the relationship of tangibility, reliability, responsiveness, assurance and empathy on customer satisfaction and customer loyalty, to determine the impact of selected service quality dimensions on customer satisfaction and loyalty, to find out the most important factor affecting customer satisfaction and loyalty in Nepalese insurance companies. This study is based on primary source of data, which were gathered from 16 Nepalese insurance companies. The data obtained from the questionnaires survey are analysed through SPSS. The instruments are descriptive statistics and inferential statistics. To analyse the reliability and validity of the data, Cronbach’s alpha (α) is used. Frequencies, percent, mean, correlation and test of significance are used in this study to measure the determinants of customer satisfaction and customer loyalty. This study has employed descriptive research design and casual comparative research design to deal with issues associated with the service quality of Nepalese insurance companies. In order to achieve the objectives questionnaire was made and distributed to different customer of Nepalese insurance companies. The questions were asked in the form of multiple choice, ranking, and five point likert scale questions. All together 175 questions were distributed and out of which 150 questionnaire were collected. The likert scale questions of different variables on service quality were measured in 5-point likert scale. The result of correlation analysis indicates that tangibility has positive correlation with customer satisfaction and customer loyalty. Similarly, the others variables like reliability, responsiveness, assurance and empathy are also positively related to customer satisfaction and customer loyalty.The study found that there is a positive and significant relationship between independent variables (tangibility, reliability, responsiveness, assurance and empathy) and dependent variable (customer satisfaction and customer loyalty). The result of regression analysis shows that, all the independent variables (tangibility, reliability, responsiveness, assurance, and empathy) are positive and significant with dependent variable (customer satisfaction). The beta coefficients for tangibility, reliability and assurance are significant at 1 percent level of significance. However, the beta coefficient for responsiveness and empathy are significant at 1 percentas well as 5 percent level of significance.Similarly, the result of regression analysis shows that, all the independent variables (tangibility, reliability, responsiveness, assurance and empathy)are positive and significant with dependent variable (customer loyalty). The beta coefficient for all independent variables are significant at 1 percent as well as 5 percent level of significance.It indicates that higher the tangibility, technology and reliability, higher would be the customer loyalty Recommendations are given on the basis of the findings of the study. The study revealed positive correlation coefficient between customer satisfaction and all the independent variables. The correlation coefficient between customer loyalty and all the independent variables are also positively correlated. Positive and significant correlation coefficient recommends that insurance company should focus on improving the service quality dimensions.

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