| Title : | Impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks | | Material Type: | printed text | | Authors: | Prakriti Thapa, Author | | Publication Date: | 2015 | | Pagination: | 100p. | | Size: | GRP/Thesis | | Accompanying material: | 6/B | | Languages : | English | | Descriptors: | Customer satisfaction
Service quality
| | Class number: | 658.812 | | Abstract: | From the past few years, it has been seen that Nepalese commercial banks are playing a significant role in the economic development of a country. There are numerous empirical evidences of developed countries that service quality and customer satisfaction has significant impact on customer retention of commercial banks. However, despite of several empirical evidences, service quality and customer satisfaction issues are still unsolved in context of Nepalese banking industry. So, determining the relationship between service quality dimensions with customer satisfaction and customer retention has always been a crucial issue for every Nepalese commercial bank. Therefore, this study attempts to analyze the impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks.
Service quality is the long commitment to meet the continuous and increasing needs and wishes of the customers. It is the responsibility of organizational administrations and people working in the organization. Banking services has been chosen as the object of study for the reason that, owing to ever-increasing competition within banking services, in terms of both costs and banking products. Consumer value is playing a vital role in marketing management, since it is widely assumed and assessed to determine overall consumer satisfaction. Banking industry is realizing the significance of customer-centered philosophies and is turning to quality management approaches to help managing their businesses. Managers in the service sector are under increasing pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered.
The relationship between service quality and customer satisfaction and customer retention has been widely analyzed. Customer retention is taken as dependent variable and service quality dimensions like tangibility, reliability, responsiveness, assurance, empathy and technology are independent variables for the study. Customer satisfaction is taken as both dependent and independent variable as it acts as a moderating variable for the study. The major purpose of the study is to examine the impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks. The other specific objectives are to determine the factors affecting
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service quality and customer satisfaction in commercial banks of Nepal, to find out the effect of tangibility, reliability, responsiveness, assurance, empathy and technology on customer satisfaction of Nepalese commercial banks, to examine the relationship between customer satisfaction and customer retention of Nepalese commercial banks and to assess the impact of tangibility, reliability, responsiveness, assurance, empathy and technology on customer retention of Nepalese commercial banks.
The primary source of data is used to assess the opinion of customers with respect to service quality dimensions, customer satisfaction and customer retention in Nepalese commercial banks. The survey is based on 200 respondents from 25 commercial banks in Nepal. The questions were asked in the form of yes/no, multiple choice and Likert scale questions. The Likert scale questions of different variables on tangibility, reliability, responsiveness, assurance, empathy, technology, customer satisfaction and customer retention were measured in 5 point scale. The weighted mean of the each variable were used to examine the relationship of service quality and customer satisfaction and customer retention. For the fact finding of the study primary data was analyzed by using percentage, frequency distribution and methods such as descriptive statistics, correlation analysis, and regression analysis.
The results of the study shows that service quality have positive impact with customer satisfaction and customer retention in the Nepalese commercial banks. The impact of tangibility, reliability, responsiveness, assurance, empathy and technology with customer satisfaction and customer retention is positive. Moreover, the impact of customer satisfaction on customer retention is also found to be positive and significant. |
Impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks [printed text] / Prakriti Thapa, Author . - 2015 . - 100p. ; GRP/Thesis + 6/B. Languages : English | Descriptors: | Customer satisfaction
Service quality
| | Class number: | 658.812 | | Abstract: | From the past few years, it has been seen that Nepalese commercial banks are playing a significant role in the economic development of a country. There are numerous empirical evidences of developed countries that service quality and customer satisfaction has significant impact on customer retention of commercial banks. However, despite of several empirical evidences, service quality and customer satisfaction issues are still unsolved in context of Nepalese banking industry. So, determining the relationship between service quality dimensions with customer satisfaction and customer retention has always been a crucial issue for every Nepalese commercial bank. Therefore, this study attempts to analyze the impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks.
Service quality is the long commitment to meet the continuous and increasing needs and wishes of the customers. It is the responsibility of organizational administrations and people working in the organization. Banking services has been chosen as the object of study for the reason that, owing to ever-increasing competition within banking services, in terms of both costs and banking products. Consumer value is playing a vital role in marketing management, since it is widely assumed and assessed to determine overall consumer satisfaction. Banking industry is realizing the significance of customer-centered philosophies and is turning to quality management approaches to help managing their businesses. Managers in the service sector are under increasing pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered.
The relationship between service quality and customer satisfaction and customer retention has been widely analyzed. Customer retention is taken as dependent variable and service quality dimensions like tangibility, reliability, responsiveness, assurance, empathy and technology are independent variables for the study. Customer satisfaction is taken as both dependent and independent variable as it acts as a moderating variable for the study. The major purpose of the study is to examine the impact of service quality and customer satisfaction on customer retention of Nepalese commercial banks. The other specific objectives are to determine the factors affecting
viii
service quality and customer satisfaction in commercial banks of Nepal, to find out the effect of tangibility, reliability, responsiveness, assurance, empathy and technology on customer satisfaction of Nepalese commercial banks, to examine the relationship between customer satisfaction and customer retention of Nepalese commercial banks and to assess the impact of tangibility, reliability, responsiveness, assurance, empathy and technology on customer retention of Nepalese commercial banks.
The primary source of data is used to assess the opinion of customers with respect to service quality dimensions, customer satisfaction and customer retention in Nepalese commercial banks. The survey is based on 200 respondents from 25 commercial banks in Nepal. The questions were asked in the form of yes/no, multiple choice and Likert scale questions. The Likert scale questions of different variables on tangibility, reliability, responsiveness, assurance, empathy, technology, customer satisfaction and customer retention were measured in 5 point scale. The weighted mean of the each variable were used to examine the relationship of service quality and customer satisfaction and customer retention. For the fact finding of the study primary data was analyzed by using percentage, frequency distribution and methods such as descriptive statistics, correlation analysis, and regression analysis.
The results of the study shows that service quality have positive impact with customer satisfaction and customer retention in the Nepalese commercial banks. The impact of tangibility, reliability, responsiveness, assurance, empathy and technology with customer satisfaction and customer retention is positive. Moreover, the impact of customer satisfaction on customer retention is also found to be positive and significant. |
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