| Title : | ATM service quality and customer satisfaction in Nepalese commercial banks | | Material Type: | printed text | | Authors: | Anjana Thapa, Author | | Publication Date: | 2016 | | Pagination: | 113p. | | Size: | GRP/Thesis | | Accompanying material: | 6/B | | Languages : | English | | Descriptors: | Customer satisfaction
| | Class number: | 658.812 | | Abstract: | Bank is a customer oriented services industry. A bank depends upon the customers for their survival in the market. The customer is the focus and customer service is the differentiating factors (Guo et al., 2008). A bank can differentiate itself from competitors by providing high quality customer service (Naeem & Saif, 2009). The principal objective of organizations is to maximize profits and minimize cost. Profit maximization can be achieved through maximizing customer satisfaction (Wilson et al., 2008).The private commercial banks do already have the advantage of good automation experience in several banking applications. In this competitive and ever changing environment, banks can ensure their survival and gain a competitive edge through the emphasis on using service quality as a means of differentiation (Khalid et al., 2000). Kim et al. (2006) revealed that e- banking is the act of conducting financial intermediation on the internet. Customer satisfaction is the process whereby the customer is able to access, control and use his/her account over the internet (Shrestha, 2010). Banks operating in Nepal are increasing their ATM service quality to provide better service to the customer (Joshi, 2005). Various strategies are formulated to retain the customers and the key of it is to increase the service quality level (Pradhananga, 2014).
The major purpose of the study is to analyze the relationship between ATM service quality and customer satisfaction in Nepalese commercial banks. The specific objectives are: a) to analyze the level of quality services provided by ATM cards in Nepalese commercial banks, b) to identify the current level of satisfaction of customers from ATM services in Nepalese commercial banks, c) to determine the relationship between customer satisfaction and easiness of ATM services, d) to evaluate the use of VISA ∕ SCT card, e) to find out effectiveness of using cross banking ATM services.
This study is based on primary source of data to examine the relationship between ATM service quality and customer satisfaction. The population of this study consists of all ATM users of Nepalese commercial respondents. For the purpose of analysis, this study has employed descriptive and causal comparative research design based on 200 respondents of 20 commercial banks of Nepal.
The results revealed that all the ATM service quality variables have positive relationship with customer satisfaction. The correlation coefficient between reliability and customer satisfaction is positive. It means that an increase in reliability will lead to an increase in customer satisfaction. Similarly, there is positive relation between convenience and customer satisfaction. It means that an increase in convenience will lead to an increase in customer satisfaction. Likewise, ease of use and security are also positively correlated with customer satisfaction. This indicates that an increase in ease of use and security leads to an increase in customer satisfaction. Further, the study has found positive relation between cost effectiveness and customer satisfaction which indicates that increase in cost effectiveness factors also leads to an increase in customer satisfaction. The relationship between ATM service quality measured by convenience, ease of use, reliability, security and cost effectiveness has positive and significant relationship with customer satisfaction. From the study, it can be concluded that there is positive and significant relationship between ATM service quality variables and customer satisfaction. Likewise, it is found that reliability has higher impact on customer satisfaction among other variables.
The major conclusion of the study is that ATM service quality dimensions are important factors in determining customer satisfaction in Nepalese commercial banks. The variables like convenience, ease of use, security, reliability and cost effectiveness have major impact on customer satisfaction. This means Nepalese customer perceived the banks that are able to provide competitive ATM facilities in convenience, ease of use, security, reliability and cost effectiveness will lead to better service quality and ultimately escort to the customer satisfaction. ATM service is most convenience method and highly reliable to use in this modern era. ATM service is considered as one of the most necessary functions provided by Nepalese commercial banks.
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ATM service quality and customer satisfaction in Nepalese commercial banks [printed text] / Anjana Thapa, Author . - 2016 . - 113p. ; GRP/Thesis + 6/B. Languages : English | Descriptors: | Customer satisfaction
| | Class number: | 658.812 | | Abstract: | Bank is a customer oriented services industry. A bank depends upon the customers for their survival in the market. The customer is the focus and customer service is the differentiating factors (Guo et al., 2008). A bank can differentiate itself from competitors by providing high quality customer service (Naeem & Saif, 2009). The principal objective of organizations is to maximize profits and minimize cost. Profit maximization can be achieved through maximizing customer satisfaction (Wilson et al., 2008).The private commercial banks do already have the advantage of good automation experience in several banking applications. In this competitive and ever changing environment, banks can ensure their survival and gain a competitive edge through the emphasis on using service quality as a means of differentiation (Khalid et al., 2000). Kim et al. (2006) revealed that e- banking is the act of conducting financial intermediation on the internet. Customer satisfaction is the process whereby the customer is able to access, control and use his/her account over the internet (Shrestha, 2010). Banks operating in Nepal are increasing their ATM service quality to provide better service to the customer (Joshi, 2005). Various strategies are formulated to retain the customers and the key of it is to increase the service quality level (Pradhananga, 2014).
The major purpose of the study is to analyze the relationship between ATM service quality and customer satisfaction in Nepalese commercial banks. The specific objectives are: a) to analyze the level of quality services provided by ATM cards in Nepalese commercial banks, b) to identify the current level of satisfaction of customers from ATM services in Nepalese commercial banks, c) to determine the relationship between customer satisfaction and easiness of ATM services, d) to evaluate the use of VISA ∕ SCT card, e) to find out effectiveness of using cross banking ATM services.
This study is based on primary source of data to examine the relationship between ATM service quality and customer satisfaction. The population of this study consists of all ATM users of Nepalese commercial respondents. For the purpose of analysis, this study has employed descriptive and causal comparative research design based on 200 respondents of 20 commercial banks of Nepal.
The results revealed that all the ATM service quality variables have positive relationship with customer satisfaction. The correlation coefficient between reliability and customer satisfaction is positive. It means that an increase in reliability will lead to an increase in customer satisfaction. Similarly, there is positive relation between convenience and customer satisfaction. It means that an increase in convenience will lead to an increase in customer satisfaction. Likewise, ease of use and security are also positively correlated with customer satisfaction. This indicates that an increase in ease of use and security leads to an increase in customer satisfaction. Further, the study has found positive relation between cost effectiveness and customer satisfaction which indicates that increase in cost effectiveness factors also leads to an increase in customer satisfaction. The relationship between ATM service quality measured by convenience, ease of use, reliability, security and cost effectiveness has positive and significant relationship with customer satisfaction. From the study, it can be concluded that there is positive and significant relationship between ATM service quality variables and customer satisfaction. Likewise, it is found that reliability has higher impact on customer satisfaction among other variables.
The major conclusion of the study is that ATM service quality dimensions are important factors in determining customer satisfaction in Nepalese commercial banks. The variables like convenience, ease of use, security, reliability and cost effectiveness have major impact on customer satisfaction. This means Nepalese customer perceived the banks that are able to provide competitive ATM facilities in convenience, ease of use, security, reliability and cost effectiveness will lead to better service quality and ultimately escort to the customer satisfaction. ATM service is most convenience method and highly reliable to use in this modern era. ATM service is considered as one of the most necessary functions provided by Nepalese commercial banks.
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