Title :	Factors influencing customer satisfaction on online banking in Nepalese
Material Type:	printed text
Authors:	Bimal Pandey, Author
Publication Date:	2017
Pagination:	95p.
Size:	GRP/Thesis
Accompanying material:	9/B
Languages :	English
Descriptors:	Customer satisfaction Bank and banking online banking
Class number:	332.170
Abstract:	Online banking is where a customer can access his or her bank account through internet using personal computer or mobile phone and web-browser (Arunachalam and Sivasubramanian 2007). In addition, Ongkasuwan and Tantichattanon (2002) further defines online banking service as banking service that allows customers to access and perform financial transactions on their bank accounts from their web enabled computers with internet connection to banks' web sites any time they wish. Online banking service also enables bank customers to perform transactions such as transfer and payments, access of latest balance, statement viewing, account detail viewing, customization, print, downloading of statements and obtaining of a history statement on all accounts linked to the bank’s customers’ auto bank (ATMs). In the competitive world of business, no organization can be successful without regard to the needs and demands of its customers’ satisfaction. The quality of products and services offered by the organizations enables them to distinguish themselves from other competitors. Most experts believe that the surest way to achieve success is to remain in the minds of customers and it is only obtained by providing high quality of products and services (Naebzadeh and Fatahi, 2009). Awareness of the concept of service quality and its efforts to improve has been led to the quality of services. Increasing levels of service quality can enhance customer satisfaction (Donnelly et al., 2006). The main objective of the study is to analyze the relationship between customer’s satisfaction and online banking of Nepalese commercial banks. The specific objectives are to analyze the perception of customers on the level of service quality dimensions (easy to use, efficiency, reliability, responsiveness, security) of the Nepalese commercial banks, to examine the relationship of easy to use, efficiency, reliability, responsiveness, security on customer satisfaction, to determine the impact of selected service quality dimensions on customer satisfaction, to find out the most important factor affecting customer satisfaction on online banking in Nepalese commercial banks. 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 has been conducted to know the opinions of customers regarding service quality variables of Nepalese commercial banks.A set of questionnaire was prepared and distributed to the customers of sample Nepalese commercial banks. The questions were designed to get the views, related information from the respondents. Data were collected using well formulated questionnaires. The questionnaires were self-adjusted, validated and pre-tested. The respondents represent customers of 22 commercial banks of Nepal and total of 180 questionnaires were collected. The information related to customer satisfaction and service qualities were administered through questionnaires. The major conclusion of the study is that online banking service quality play a prominent role in determination of customer’s satisfaction. Easy to use and reliability are the major factors affecting customer satisfaction. This shows that easier the online banking services to use, higher would be the customer satisfaction. The study also concludes that there is a positive relationship between easy to use and customer satisfaction. It reveals that easier the online banking services to use, higher the customers’ satisfaction. Similarly, the study shows that customer satisfaction is positively related to efficiency. It reveals that more the online services provided by the banks are efficient, higher the customer satisfaction would be. The beta coefficient for reliability, responsiveness and security are positively related to customer satisfaction. It indicates increase in reliability, responsiveness and securitywill leads to increase in customer satisfaction.

Factors influencing customer satisfaction on online banking in Nepalese [printed text] / Bimal Pandey, Author . - 2017 . - 95p. ; GRP/Thesis + 9/B.
Languages : English

Descriptors:	Customer satisfaction Bank and banking online banking
Class number:	332.170
Abstract:	Online banking is where a customer can access his or her bank account through internet using personal computer or mobile phone and web-browser (Arunachalam and Sivasubramanian 2007). In addition, Ongkasuwan and Tantichattanon (2002) further defines online banking service as banking service that allows customers to access and perform financial transactions on their bank accounts from their web enabled computers with internet connection to banks' web sites any time they wish. Online banking service also enables bank customers to perform transactions such as transfer and payments, access of latest balance, statement viewing, account detail viewing, customization, print, downloading of statements and obtaining of a history statement on all accounts linked to the bank’s customers’ auto bank (ATMs). In the competitive world of business, no organization can be successful without regard to the needs and demands of its customers’ satisfaction. The quality of products and services offered by the organizations enables them to distinguish themselves from other competitors. Most experts believe that the surest way to achieve success is to remain in the minds of customers and it is only obtained by providing high quality of products and services (Naebzadeh and Fatahi, 2009). Awareness of the concept of service quality and its efforts to improve has been led to the quality of services. Increasing levels of service quality can enhance customer satisfaction (Donnelly et al., 2006). The main objective of the study is to analyze the relationship between customer’s satisfaction and online banking of Nepalese commercial banks. The specific objectives are to analyze the perception of customers on the level of service quality dimensions (easy to use, efficiency, reliability, responsiveness, security) of the Nepalese commercial banks, to examine the relationship of easy to use, efficiency, reliability, responsiveness, security on customer satisfaction, to determine the impact of selected service quality dimensions on customer satisfaction, to find out the most important factor affecting customer satisfaction on online banking in Nepalese commercial banks. 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 has been conducted to know the opinions of customers regarding service quality variables of Nepalese commercial banks.A set of questionnaire was prepared and distributed to the customers of sample Nepalese commercial banks. The questions were designed to get the views, related information from the respondents. Data were collected using well formulated questionnaires. The questionnaires were self-adjusted, validated and pre-tested. The respondents represent customers of 22 commercial banks of Nepal and total of 180 questionnaires were collected. The information related to customer satisfaction and service qualities were administered through questionnaires. The major conclusion of the study is that online banking service quality play a prominent role in determination of customer’s satisfaction. Easy to use and reliability are the major factors affecting customer satisfaction. This shows that easier the online banking services to use, higher would be the customer satisfaction. The study also concludes that there is a positive relationship between easy to use and customer satisfaction. It reveals that easier the online banking services to use, higher the customers’ satisfaction. Similarly, the study shows that customer satisfaction is positively related to efficiency. It reveals that more the online services provided by the banks are efficient, higher the customer satisfaction would be. The beta coefficient for reliability, responsiveness and security are positively related to customer satisfaction. It indicates increase in reliability, responsiveness and securitywill leads to increase in customer satisfaction.