Title :	Service quality and customer satisfaction in Nepalese commercial banks
Material Type:	printed text
Authors:	Ajay Gautam, Author
Publication Date:	2013
Pagination:	60p.
Size:	GRP/Thesis
Accompanying material:	2/B
General note:	Includes bibliographies
Languages :	English
Descriptors:	Customer satisfaction Banks and banking Commercial banks Customer services Customers Nepal
Keywords:	'service quality and customer satisfaction  customers  Nepal  commercial banks  banks'
Class number:	658.812
Abstract:	Customer satisfaction is the degree to which a customer perceives that an individual, firm or organization has effectively provided a product or service that meets the customer’s needs in the context in which the customer is aware of using the product or service. Customer satisfaction in the banking industry plays a vital role to create a healthy business status being service based industry. In any service based industry customer service is at highest priority and which is possible only by providing good quality services. The study examines the determinants of service quality and customer satisfaction in Nepalese commercial banks. The relationship between bank customers’ overall satisfaction and service quality is investigated. The specific objectives of this study are to assess various aspects of services quality provided by commercial banks in Nepal, to determine and compare the extent of customers’ satisfaction with quality of banking services on the basis of different constituent factors, to identifying the bank related factors which influence the service quality in Nepalese commercial banks, to examine the level of customer satisfaction in Nepalese commercial banks, to examine the relationship between service quality and customer satisfaction, to explore the customers’ suggestions for improving service quality in Nepalese commercial banks, to identify the better banking sector between the public and private sector banks, to determine the most important factor of service quality effecting customer satisfaction. This study is based on primary sources of data. Nature of data is qualitative which is on the basis of research title, stratified random sample and cluster sampling of both public and private banks is included to define the population. The primary data analysis used different statistical tools like: Cronbach's alpha, mean, percentage frequency distribution, and correlation analysis. The major conclusion of this is that the level of quality service delivery and it effect on customer satisfaction at commercial banks in Nepal. Generally, the responses to service quality dimensions used to measure the performance of the banking services provided by Nepalese commercial banks are relatively high. Customers feel that the most important physical features and facilities are bank's location and interior layout. From the survey result the most important facilities provided by banks in Nepal is deposit facilities, the study also concluded that good behavior, honestly and politeness of staff and accuracy in performance are felt to be the most important elements in customer satisfaction. Customers are less satisfied interest rate policies, commissions and fees. Comparing three category of Banks’ based on their service quality; joint venture banks have better service quality dimensions except tangibles than non joint venture banks and public banks. For Nepalese customer reliability is considered as the most important factor for influencing the service quality of Nepalese commercial banks. The result shows that banks should focus on their service quality and customer satisfaction for their long term existence. The result also indicates that in case of Nepalese commercial banks customer satisfaction is highly affected by assurance and responsiveness. The research concluded that the public banks are competing successfully with the joint venture and non joint venture banks.

Service quality and customer satisfaction in Nepalese commercial banks [printed text] / Ajay Gautam, Author . - 2013 . - 60p. ; GRP/Thesis + 2/B.
Includes bibliographies
Languages : English

Descriptors:	Customer satisfaction Banks and banking Commercial banks Customer services Customers Nepal
Keywords:	'service quality and customer satisfaction  customers  Nepal  commercial banks  banks'
Class number:	658.812
Abstract:	Customer satisfaction is the degree to which a customer perceives that an individual, firm or organization has effectively provided a product or service that meets the customer’s needs in the context in which the customer is aware of using the product or service. Customer satisfaction in the banking industry plays a vital role to create a healthy business status being service based industry. In any service based industry customer service is at highest priority and which is possible only by providing good quality services. The study examines the determinants of service quality and customer satisfaction in Nepalese commercial banks. The relationship between bank customers’ overall satisfaction and service quality is investigated. The specific objectives of this study are to assess various aspects of services quality provided by commercial banks in Nepal, to determine and compare the extent of customers’ satisfaction with quality of banking services on the basis of different constituent factors, to identifying the bank related factors which influence the service quality in Nepalese commercial banks, to examine the level of customer satisfaction in Nepalese commercial banks, to examine the relationship between service quality and customer satisfaction, to explore the customers’ suggestions for improving service quality in Nepalese commercial banks, to identify the better banking sector between the public and private sector banks, to determine the most important factor of service quality effecting customer satisfaction. This study is based on primary sources of data. Nature of data is qualitative which is on the basis of research title, stratified random sample and cluster sampling of both public and private banks is included to define the population. The primary data analysis used different statistical tools like: Cronbach's alpha, mean, percentage frequency distribution, and correlation analysis. The major conclusion of this is that the level of quality service delivery and it effect on customer satisfaction at commercial banks in Nepal. Generally, the responses to service quality dimensions used to measure the performance of the banking services provided by Nepalese commercial banks are relatively high. Customers feel that the most important physical features and facilities are bank's location and interior layout. From the survey result the most important facilities provided by banks in Nepal is deposit facilities, the study also concluded that good behavior, honestly and politeness of staff and accuracy in performance are felt to be the most important elements in customer satisfaction. Customers are less satisfied interest rate policies, commissions and fees. Comparing three category of Banks’ based on their service quality; joint venture banks have better service quality dimensions except tangibles than non joint venture banks and public banks. For Nepalese customer reliability is considered as the most important factor for influencing the service quality of Nepalese commercial banks. The result shows that banks should focus on their service quality and customer satisfaction for their long term existence. The result also indicates that in case of Nepalese commercial banks customer satisfaction is highly affected by assurance and responsiveness. The research concluded that the public banks are competing successfully with the joint venture and non joint venture banks.