Title :	Determinants of customer satisfaction in commercial banks in Nepal
Material Type:	printed text
Authors:	Renu Prajapati, Author
Publication Date:	2014
Pagination:	93p.
Size:	GRP/Thesis
Accompanying material:	3/B
General note:	Including bibilography
Languages :	English
Descriptors:	Customer satisfaction Banks Banks and banking Commercial banks
Keywords:	'customer satisfaction  banks  nepal  commercial banks  customer relations'
Class number:	658.812
Abstract:	In recent years, the banking sector of Nepal has been transformed from a sluggish and government-dominated sector to a much more lively, competitive and profitable industry. Different foreign banks have emerged recently which have increased the competition among commercial banks. In order to get competitive edge and to attract more and more customers, banks are focusing on providing better services to the customers. These days the customer satisfaction concept assumes greater importance, more particularly in banking industry. Customer satisfaction has its various factors that influence and affect in various aspect of banking industry. This study mainly focused on analyzing the relationship between customer satisfaction and its determinants. This study also targets to understand the customer related problems and act as per it in order to enhance more customer satisfaction towards commercial banks in Nepal. The specific objectives of the study are: to assess the level of customer satisfaction in Nepalese commercial banks, to study whether customer satisfaction influence the customer‘s loyalty towards their banks, to gain a better understanding of how banking sectors service providers can retain their targeted customers over time, to identify the impact of tangibles on customer satisfaction in commercial banks of Nepal, to examine the impact of reliability on customer satisfaction in Nepalese commercial banks to analyze the quality of services provided by commercial banks of Nepal. This study is primarily based on primary sources of data. The primary sources of data have been used to assess the opinion of respondents with respect to customer satisfaction level regarding the commercial banks. The questionnaire survey was conducted, a sample of 144 respondents of sampled commercial banks covered for questionnaires concerning the opinions, perceptions, and characteristics of depositors, students, house-wives and businessperson with respect to satisfaction level, changing customer behavior and banking patterns. Different types of questionnaires are used such as yes/no questions, tick mark questions, ranking questions, five point likert scale questions and open question. The study found, reliability is most important factor affecting for customer satisfaction in Nepalese commercial banks ranked by respondent. Price factor is the second most important factor and assurance, tangibles, responsiveness and empathy are third, fourth fifth and sixth most important factor affecting customer satisfaction. Similarly the result shows independent variables like tangible and reliability has a positive and significant relationship with customer satisfaction while empathy has significant but inverse relationship with customer satisfaction. Similarly independent variables like assurance, price factor, and responsiveness has no significant relationship with customer satisfaction. Thus as per the result, null hypothesis one and three and four are rejected and remaining null hypothesis two, five and six are accepted. The major conclusion of the study is satisfied customers are the valuable asset of banking organization as it is much more difficult to attract new customer than to retain old customers. Customer satisfaction plays a major role in the success of banking sectors. This study showed Customers were found to be satisfied with those banks where customers had to spend less time on waiting, and the employees with good behavior. This study also showed that factor like reliability, tangibles and price factors influence more in satisfying customers than factors like assurance, empathy and responsiveness. At the same time, as per the correlation analysis the highest coefficient correlation was recorded between customer satisfaction and reliability of the services which indicates that there was a strong positive and significant relationship. Reliability is regarded as the most important positive and significant determinant, followed by tangibles, assurance, responsiveness and price factor in commercial banks of Nepal.

Determinants of customer satisfaction in commercial banks in Nepal [printed text] / Renu Prajapati, Author . - 2014 . - 93p. ; GRP/Thesis + 3/B.
Including bibilography
Languages : English

Descriptors:	Customer satisfaction Banks Banks and banking Commercial banks
Keywords:	'customer satisfaction  banks  nepal  commercial banks  customer relations'
Class number:	658.812
Abstract:	In recent years, the banking sector of Nepal has been transformed from a sluggish and government-dominated sector to a much more lively, competitive and profitable industry. Different foreign banks have emerged recently which have increased the competition among commercial banks. In order to get competitive edge and to attract more and more customers, banks are focusing on providing better services to the customers. These days the customer satisfaction concept assumes greater importance, more particularly in banking industry. Customer satisfaction has its various factors that influence and affect in various aspect of banking industry. This study mainly focused on analyzing the relationship between customer satisfaction and its determinants. This study also targets to understand the customer related problems and act as per it in order to enhance more customer satisfaction towards commercial banks in Nepal. The specific objectives of the study are: to assess the level of customer satisfaction in Nepalese commercial banks, to study whether customer satisfaction influence the customer‘s loyalty towards their banks, to gain a better understanding of how banking sectors service providers can retain their targeted customers over time, to identify the impact of tangibles on customer satisfaction in commercial banks of Nepal, to examine the impact of reliability on customer satisfaction in Nepalese commercial banks to analyze the quality of services provided by commercial banks of Nepal. This study is primarily based on primary sources of data. The primary sources of data have been used to assess the opinion of respondents with respect to customer satisfaction level regarding the commercial banks. The questionnaire survey was conducted, a sample of 144 respondents of sampled commercial banks covered for questionnaires concerning the opinions, perceptions, and characteristics of depositors, students, house-wives and businessperson with respect to satisfaction level, changing customer behavior and banking patterns. Different types of questionnaires are used such as yes/no questions, tick mark questions, ranking questions, five point likert scale questions and open question. The study found, reliability is most important factor affecting for customer satisfaction in Nepalese commercial banks ranked by respondent. Price factor is the second most important factor and assurance, tangibles, responsiveness and empathy are third, fourth fifth and sixth most important factor affecting customer satisfaction. Similarly the result shows independent variables like tangible and reliability has a positive and significant relationship with customer satisfaction while empathy has significant but inverse relationship with customer satisfaction. Similarly independent variables like assurance, price factor, and responsiveness has no significant relationship with customer satisfaction. Thus as per the result, null hypothesis one and three and four are rejected and remaining null hypothesis two, five and six are accepted. The major conclusion of the study is satisfied customers are the valuable asset of banking organization as it is much more difficult to attract new customer than to retain old customers. Customer satisfaction plays a major role in the success of banking sectors. This study showed Customers were found to be satisfied with those banks where customers had to spend less time on waiting, and the employees with good behavior. This study also showed that factor like reliability, tangibles and price factors influence more in satisfying customers than factors like assurance, empathy and responsiveness. At the same time, as per the correlation analysis the highest coefficient correlation was recorded between customer satisfaction and reliability of the services which indicates that there was a strong positive and significant relationship. Reliability is regarded as the most important positive and significant determinant, followed by tangibles, assurance, responsiveness and price factor in commercial banks of Nepal.