Title :	Determinations of employee loyalty and its impact on service quality of Nepalese commercial banks
Material Type:	printed text
Authors:	Sunena Maharjan, Author
Publication Date:	2014
Pagination:	76p.
Size:	GRP/Thesis
Accompanying material:	2/B
General note:	Includes bibliographies
Languages :	English
Descriptors:	Employee loyalty Employees-Attitudes Job satisfaction Nepal
Keywords:	'employee loyalty  service quality  job satisfaction  Nepal
Class number:	331.2
Abstract:	Employee loyalty is the extent, to which the personnel are faithful to the organization, having feelings of bonding, inclusion, care, responsibility and devotion towards it. This study mainly focused on analyzing the relationship of service quality with determinants of employee loyalty which are motivation, job satisfaction, job security, career development and commitment. This study targets to understand the employee related problems and act as per it in order to enhance more employee loyalty towards the banking industry in Nepal. It also aimed of examining and testing the determinants of employee loyalty and its impact on service quality of Nepalese commercial banks. The main purpose of this study is to analyze the determinants of employee loyalty and its impact on service quality in the context of Nepalese commercial banks. The specific objectives are: to identify the level of employee loyalty in commercial banks of Nepal; to identify the important factors determining the employee loyalty in Nepalese commercial banks; to analyze the service quality of the employees to their customers; to examine the extent to which service quality is affected by the determinants of employee loyalty; to assess the need for improving employee loyalty in the context of Nepalese commercial banks. This study was primarily based on primary sources of data. The data are primary so it has been collected through questionnaires. Pre-specified questions have been mainly utilized as the instrument which consists of multiple choice questions. As discussed earlier, this study relies on primary data. Primary data were gathered by surveying the employees of the banking sectors. The set of self administered survey questionnaire along with multiple choice question, Yes/ no questions, ranking question and open ended questions has been used as the main data gathering instrument to trace the opinions of level of employee loyalty. The main instrument to collect the primary data is a set of pre - specified questions. The questions are designed to get the behavioral, perceptional views and feelings related information. The total number of respondents was 180 representing ten respondents from each sampled twenty banks. The major conclusion of the study is that service quality and determinants of employee loyalty motivation, job satisfaction and career development are positively correlated and significant. It means the determinants of employees loyalty affects the service quality provided to the customers. The study shows that the other two independent variables job security and commitment does not have a direct impact on the service quality. At the same time, as per the correlation analysis, the highest coefficient correlation was recorded between motivation and service quality, which indicates that there was a strong positive relationship and states that a little change in the motivation has a major influence on the service quality. The five independent variables, two independent variables, motivation and job satisfaction are statistically positively significant at 1 percent and career development is significant at 5 percent, whereas other remaining variables such as job security and commitment are statistically not significant.

Determinations of employee loyalty and its impact on service quality of Nepalese commercial banks [printed text] / Sunena Maharjan, Author . - 2014 . - 76p. ; GRP/Thesis + 2/B.
Includes bibliographies
Languages : English

Descriptors:	Employee loyalty Employees-Attitudes Job satisfaction Nepal
Keywords:	'employee loyalty  service quality  job satisfaction  Nepal
Class number:	331.2
Abstract:	Employee loyalty is the extent, to which the personnel are faithful to the organization, having feelings of bonding, inclusion, care, responsibility and devotion towards it. This study mainly focused on analyzing the relationship of service quality with determinants of employee loyalty which are motivation, job satisfaction, job security, career development and commitment. This study targets to understand the employee related problems and act as per it in order to enhance more employee loyalty towards the banking industry in Nepal. It also aimed of examining and testing the determinants of employee loyalty and its impact on service quality of Nepalese commercial banks. The main purpose of this study is to analyze the determinants of employee loyalty and its impact on service quality in the context of Nepalese commercial banks. The specific objectives are: to identify the level of employee loyalty in commercial banks of Nepal; to identify the important factors determining the employee loyalty in Nepalese commercial banks; to analyze the service quality of the employees to their customers; to examine the extent to which service quality is affected by the determinants of employee loyalty; to assess the need for improving employee loyalty in the context of Nepalese commercial banks. This study was primarily based on primary sources of data. The data are primary so it has been collected through questionnaires. Pre-specified questions have been mainly utilized as the instrument which consists of multiple choice questions. As discussed earlier, this study relies on primary data. Primary data were gathered by surveying the employees of the banking sectors. The set of self administered survey questionnaire along with multiple choice question, Yes/ no questions, ranking question and open ended questions has been used as the main data gathering instrument to trace the opinions of level of employee loyalty. The main instrument to collect the primary data is a set of pre - specified questions. The questions are designed to get the behavioral, perceptional views and feelings related information. The total number of respondents was 180 representing ten respondents from each sampled twenty banks. The major conclusion of the study is that service quality and determinants of employee loyalty motivation, job satisfaction and career development are positively correlated and significant. It means the determinants of employees loyalty affects the service quality provided to the customers. The study shows that the other two independent variables job security and commitment does not have a direct impact on the service quality. At the same time, as per the correlation analysis, the highest coefficient correlation was recorded between motivation and service quality, which indicates that there was a strong positive relationship and states that a little change in the motivation has a major influence on the service quality. The five independent variables, two independent variables, motivation and job satisfaction are statistically positively significant at 1 percent and career development is significant at 5 percent, whereas other remaining variables such as job security and commitment are statistically not significant.