Title :	Impact of customer satisafaction on behavioral intention to use banking service in Nepalese commercial banks
Material Type:	printed text
Authors:	Rojina Khatri, Author
Publication Date:	2016
Pagination:	73p.
Size:	GRP/Thesis
Accompanying material:	5/B
General note:	Including bibilography
Languages :	English
Descriptors:	Banks Banks and banking Consumer satisfaction Customer relations Customer services
Keywords:	'customer satisfaction  banks  nepal  commercial banks  customer relations'
Class number:	658.812
Abstract:	Banking as a service industry, is fundamentally dependent on trust, sustained by attitude and managed by complex financial management skills and psychology of human relations. The more customer trusts provided by the service provider higher would be the satisfaction that leads to increase customer’s perceived value (Walter et al. 2002).Behavioral intention is motivational factors that capture how much effort a person is willing to make in order to perform behavior (Ajzen, 2012). In addition, Fishbein and Ajzen (1975) stated thatbehavioral intention is a function of three independent antecedents namely; consumers attitude, subjective norm and perceived behavioral control. Now, every financial sector has realized the importance of customer satisfaction that predicts the customer behavior towards the use of financial services. Customer satisfaction signifies the relationship between customer and service provider. The satisfaction from the services brings about customer loyalty and incites a long term relationship between customer and banks (Ravald and Christian, 1996). Choi & Chu(2001) examined that staff quality, product qualities and value are the top three factors that determine customer' satisfaction. Banking system providing effective service quality for customer satisfaction could be good implication for the management to enhance the performance of Nepalese banking sector (Pradhananga, 2014). The major objective of this study is to of this study is to examine factors affecting consumer’s behavioral intention to use bank services in Nepalese commercial banks. The other specific objective of this study are: to examine the relationship between perceived service quality and behavioral intentions of the consumers, to identify whether there exists the positive relationship between customer satisfaction and consumers’ behavioral approach, to observe how the bank advertisement, customer convenience and the image of the bank influence consumers to use the banking services, to analyze the important factors that influence Nepalese consumers’ behavioral intention to join the banking system that help to assure meaningful result within an organization for future use. This study is based on primary data. The primary sources of the data have been used to assess the opinion of respondents with respect to customer satisfaction and its effect on customer behavior intention regarding the commercial banks of Nepal. The study includes 3 public sector commercial banks. And in case of private sector commercial banks 23 commercial banks were selected according to joint venture and non-joint venture commercial banks. Altogether 25 commercial banks were selected for the study and total of 180 questionnaires were collected out of 190 questionnaires. To achieve the purpose of the study structured questionnaire was prepared. The study used descriptive and causal comparative research designs. The customer satisfaction factors are service quality, customer convenience, corporate image, bank advertisement and perceived value. The major findings of this study are that majority (83.9percent) of respondents agreed on the statement that bank provides clear guidance and information to use banking facilities. Similarly, majority of the respondents (59.4percent) agree that they are satisfied with the bank’s advertising strategies. Likewise, 66.1 percent agree with the statement that working environment of the bank make them feel the bank is highly reputed.Whereas, 77.7percent agreed with the statement that operating hours of the bank is convenient to all the customers. Lastly, majority of the respondents (70.6percent) feel that the service received were as expected by them. Furthermore, the study found that there is positive relationship of customer satisfaction factors (service quality, bank advertisement, corporate image, customer convenience and perceived value) with customer behavior intention. This indicates that more the customers’ are satisfied with the services more they would use the banking services and products. Similarly, the beta coefficient is positive and significant for service quality, bank advertisement, customer convenience, corporate image and perceived value with customer behavior intention. The beta coefficient is significant at 5percent level of significance. It indicates that service quality, advertisement, convenience, image and perceived value have significant positive impact on customers’ behavioral intention towards services.

Impact of customer satisafaction on behavioral intention to use banking service in Nepalese commercial banks [printed text] / Rojina Khatri, Author . - 2016 . - 73p. ; GRP/Thesis + 5/B.
Including bibilography
Languages : English

Descriptors:	Banks Banks and banking Consumer satisfaction Customer relations Customer services
Keywords:	'customer satisfaction  banks  nepal  commercial banks  customer relations'
Class number:	658.812
Abstract:	Banking as a service industry, is fundamentally dependent on trust, sustained by attitude and managed by complex financial management skills and psychology of human relations. The more customer trusts provided by the service provider higher would be the satisfaction that leads to increase customer’s perceived value (Walter et al. 2002).Behavioral intention is motivational factors that capture how much effort a person is willing to make in order to perform behavior (Ajzen, 2012). In addition, Fishbein and Ajzen (1975) stated thatbehavioral intention is a function of three independent antecedents namely; consumers attitude, subjective norm and perceived behavioral control. Now, every financial sector has realized the importance of customer satisfaction that predicts the customer behavior towards the use of financial services. Customer satisfaction signifies the relationship between customer and service provider. The satisfaction from the services brings about customer loyalty and incites a long term relationship between customer and banks (Ravald and Christian, 1996). Choi & Chu(2001) examined that staff quality, product qualities and value are the top three factors that determine customer' satisfaction. Banking system providing effective service quality for customer satisfaction could be good implication for the management to enhance the performance of Nepalese banking sector (Pradhananga, 2014). The major objective of this study is to of this study is to examine factors affecting consumer’s behavioral intention to use bank services in Nepalese commercial banks. The other specific objective of this study are: to examine the relationship between perceived service quality and behavioral intentions of the consumers, to identify whether there exists the positive relationship between customer satisfaction and consumers’ behavioral approach, to observe how the bank advertisement, customer convenience and the image of the bank influence consumers to use the banking services, to analyze the important factors that influence Nepalese consumers’ behavioral intention to join the banking system that help to assure meaningful result within an organization for future use. This study is based on primary data. The primary sources of the data have been used to assess the opinion of respondents with respect to customer satisfaction and its effect on customer behavior intention regarding the commercial banks of Nepal. The study includes 3 public sector commercial banks. And in case of private sector commercial banks 23 commercial banks were selected according to joint venture and non-joint venture commercial banks. Altogether 25 commercial banks were selected for the study and total of 180 questionnaires were collected out of 190 questionnaires. To achieve the purpose of the study structured questionnaire was prepared. The study used descriptive and causal comparative research designs. The customer satisfaction factors are service quality, customer convenience, corporate image, bank advertisement and perceived value. The major findings of this study are that majority (83.9percent) of respondents agreed on the statement that bank provides clear guidance and information to use banking facilities. Similarly, majority of the respondents (59.4percent) agree that they are satisfied with the bank’s advertising strategies. Likewise, 66.1 percent agree with the statement that working environment of the bank make them feel the bank is highly reputed.Whereas, 77.7percent agreed with the statement that operating hours of the bank is convenient to all the customers. Lastly, majority of the respondents (70.6percent) feel that the service received were as expected by them. Furthermore, the study found that there is positive relationship of customer satisfaction factors (service quality, bank advertisement, corporate image, customer convenience and perceived value) with customer behavior intention. This indicates that more the customers’ are satisfied with the services more they would use the banking services and products. Similarly, the beta coefficient is positive and significant for service quality, bank advertisement, customer convenience, corporate image and perceived value with customer behavior intention. The beta coefficient is significant at 5percent level of significance. It indicates that service quality, advertisement, convenience, image and perceived value have significant positive impact on customers’ behavioral intention towards services.