| Title : | Mobile banking customer satisfaction and loyalty in Nepalese financial institutions | | Material Type: | printed text | | Authors: | Sanam Koirala, Author | | Publication Date: | 2017 | | Pagination: | 92p. | | Size: | GRP/Thesis | | Accompanying material: | 7/B | | Languages : | English | | Descriptors: | Banks and banking, Mobile
Mobile commerce
| | Class number: | 332.178 | | Abstract: | Technology is making a tremendous impact upon service companies and financial services. As a result of this technological improvement, business environment in financial sector is extremely dynamic and experiencing rapid changes. Due to this, it demands banks to serve their customer electronically (Aseefa and Rorissa, 2013). Electronic banking (e-banking) is providing banking products and services through electronic delivery channels like internet banking, mobile banking and automated teller machines (ATMs), and point of sale (Nsouli and Schaechter, 2002).
Customer satisfaction is defined as a collection of outcome of perception, evaluation and psychological reactions to the consumption experience with a product or service. Churchill and Suprenant (1982) defined customer satisfaction as a “disconfirmation paradigm” since it is a result of confirmation/ disconfirmation of expectation and desire. Customer satisfaction is therefore an attitude or a rating made by the customer by comparing their pre-purchase expectation to their subjective perceptions of actual performance (Oliver, 1980).Customer loyalty is special kind of customer behaviour towards the organization. It is kind of future prediction about the intentions of the customer to do business with the firm (Zeithaml et al., 1996). It is overall behaviour of customer regarding product, service or any other aspect of the organization in which customer is involved makes the term customer loyalty (Oliver, 1999). Loyalty is generally explained in terms of attitude and behaviour (Uncles et al., 2003).
The major purpose of this study is to identify the impact of mobile banking service quality on customer satisfaction and loyalty in Nepalese financial institutions. The specific objectives are: to determine the role of demographic variables like age, education and profession in the frequency in use of mobile banking in Nepal, to examine the perceived mobile banking service quality such as time of using mobile banking services, frequency of use of mobile banking service and mostly used mobile banking services offered by Nepalese banks, to analyze the relationship between customer satisfaction and the independent variables such as reliability, responsiveness, efficiency, security, web design and to analyze the impact of customer satisfaction together with dimensions of service quality like reliability, responsiveness, efficiency, security, web design and empathy on customer loyalty.
The study is based on the primary data. The data obtained from the questionnaires survey are analyzed through SPSS. The study has employed descriptive as well as causal comparative research designs to analyze the relationship between mobile banking, customer satisfaction and customer loyalty of Nepalese banking sector. To analyze 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. To achieve the purpose of the study, structured questionnaire was prepared. Out of 250 questionnaires, only 215 numbers of customers’ response were received. Subjects were asked to assess their perceptions of various items representing mobile banking service quality, customer satisfaction and customer loyalty of Nepalese commercial banks.
The study reveals that all the mobile banking variables (reliability, responsiveness, efficiency, privacy and web design) are positively correlated with customer loyalty. The regression equation reveals that all the mobile banking service quality dimensions are positively and significantly related to customer satisfaction except privacy variable which is insignificant at one percent and five percent level of significance. Further the regression equation reveals that all mobile banking service quality dimensions and customer satisfaction are positively and significantly related to customer loyalty. The result also shows that higher the reliability, responsiveness, efficiency, privacy, empathy and web design, higher would be customer satisfaction and customer loyalty.
The study reveals that the major factor influencing customer satisfaction is reliability. So the bank must provide timely and error free services to customer. The second factor influencing customer satisfaction is efficiency followed by responsiveness, information security, web design and empathy. Thus the major factor influencing customer satisfaction is reliability and least factor is empathy. The important factor that mostly influences the customer’s loyalty of Nepalese commercial banks is corporate image and bank reputation.
The study reveals that all the mobile banking service quality variables like reliability, responsiveness, efficiency, privacy and web design are positively correlated to customer loyalty. It indicates that higher the reliability, responsiveness, efficiency, privacy and web design, higher would be customer loyalty. Similarly, reliability, responsiveness, efficiency, privacy, empathy and web design are positively correlated to customer satisfaction of Nepalese commercial banks. It indicates that higher the reliability, responsiveness, efficiency, privacy and web design, higher would be customer satisfaction. The regression results show that the beta coefficients for responsiveness and efficiency are positive with customer loyalty and customer satisfaction.
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Mobile banking customer satisfaction and loyalty in Nepalese financial institutions [printed text] / Sanam Koirala, Author . - 2017 . - 92p. ; GRP/Thesis + 7/B. Languages : English | Descriptors: | Banks and banking, Mobile
Mobile commerce
| | Class number: | 332.178 | | Abstract: | Technology is making a tremendous impact upon service companies and financial services. As a result of this technological improvement, business environment in financial sector is extremely dynamic and experiencing rapid changes. Due to this, it demands banks to serve their customer electronically (Aseefa and Rorissa, 2013). Electronic banking (e-banking) is providing banking products and services through electronic delivery channels like internet banking, mobile banking and automated teller machines (ATMs), and point of sale (Nsouli and Schaechter, 2002).
Customer satisfaction is defined as a collection of outcome of perception, evaluation and psychological reactions to the consumption experience with a product or service. Churchill and Suprenant (1982) defined customer satisfaction as a “disconfirmation paradigm” since it is a result of confirmation/ disconfirmation of expectation and desire. Customer satisfaction is therefore an attitude or a rating made by the customer by comparing their pre-purchase expectation to their subjective perceptions of actual performance (Oliver, 1980).Customer loyalty is special kind of customer behaviour towards the organization. It is kind of future prediction about the intentions of the customer to do business with the firm (Zeithaml et al., 1996). It is overall behaviour of customer regarding product, service or any other aspect of the organization in which customer is involved makes the term customer loyalty (Oliver, 1999). Loyalty is generally explained in terms of attitude and behaviour (Uncles et al., 2003).
The major purpose of this study is to identify the impact of mobile banking service quality on customer satisfaction and loyalty in Nepalese financial institutions. The specific objectives are: to determine the role of demographic variables like age, education and profession in the frequency in use of mobile banking in Nepal, to examine the perceived mobile banking service quality such as time of using mobile banking services, frequency of use of mobile banking service and mostly used mobile banking services offered by Nepalese banks, to analyze the relationship between customer satisfaction and the independent variables such as reliability, responsiveness, efficiency, security, web design and to analyze the impact of customer satisfaction together with dimensions of service quality like reliability, responsiveness, efficiency, security, web design and empathy on customer loyalty.
The study is based on the primary data. The data obtained from the questionnaires survey are analyzed through SPSS. The study has employed descriptive as well as causal comparative research designs to analyze the relationship between mobile banking, customer satisfaction and customer loyalty of Nepalese banking sector. To analyze 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. To achieve the purpose of the study, structured questionnaire was prepared. Out of 250 questionnaires, only 215 numbers of customers’ response were received. Subjects were asked to assess their perceptions of various items representing mobile banking service quality, customer satisfaction and customer loyalty of Nepalese commercial banks.
The study reveals that all the mobile banking variables (reliability, responsiveness, efficiency, privacy and web design) are positively correlated with customer loyalty. The regression equation reveals that all the mobile banking service quality dimensions are positively and significantly related to customer satisfaction except privacy variable which is insignificant at one percent and five percent level of significance. Further the regression equation reveals that all mobile banking service quality dimensions and customer satisfaction are positively and significantly related to customer loyalty. The result also shows that higher the reliability, responsiveness, efficiency, privacy, empathy and web design, higher would be customer satisfaction and customer loyalty.
The study reveals that the major factor influencing customer satisfaction is reliability. So the bank must provide timely and error free services to customer. The second factor influencing customer satisfaction is efficiency followed by responsiveness, information security, web design and empathy. Thus the major factor influencing customer satisfaction is reliability and least factor is empathy. The important factor that mostly influences the customer’s loyalty of Nepalese commercial banks is corporate image and bank reputation.
The study reveals that all the mobile banking service quality variables like reliability, responsiveness, efficiency, privacy and web design are positively correlated to customer loyalty. It indicates that higher the reliability, responsiveness, efficiency, privacy and web design, higher would be customer loyalty. Similarly, reliability, responsiveness, efficiency, privacy, empathy and web design are positively correlated to customer satisfaction of Nepalese commercial banks. It indicates that higher the reliability, responsiveness, efficiency, privacy and web design, higher would be customer satisfaction. The regression results show that the beta coefficients for responsiveness and efficiency are positive with customer loyalty and customer satisfaction.
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