| Title : | Banking innovation and its impact on customer satisfaction in Nepalese commercial banks | | Material Type: | printed text | | Authors: | Manisha Silwal, Author | | Publication Date: | 2019 | | Pagination: | 106p. | | Size: | GRP/Thesis | | Accompanying material: | 1st/Gmba | | Languages : | English | | Abstract: | Banking sectors have innovated the use of branchless banking through internet banking, mobile banking, automated teller machine (ATM), point of sale (POS), and agent banking services. Innovation in banking is growing faster through adoption of modern technology and therefore, customer satisfaction through innovation is a challenging task. Bank incurs huge amount of cost in gaining new customers than in retaining the new customers. Banking industry strives to succeed by putting the topic of rapid and changing customers’ needs to their agenda. The major objective of this study is to examine the influence of banking innovation on customer satisfaction of Nepalese commercial banks. The specific objectives of the study are to analyze the impact of internet banking, ATM banking, mobile banking, POS banking and agent banking services on customer satisfaction of Nepalese commercial banks.
The respondents of the study are the customer of the Nepalese commercial banks. The opinions of 150 respondents were analyzed in order to know the perception of customer regarding banking innovation and its impact on customer satisfaction in Nepalese commercial banks. The descriptive research design has been conducted for fact finding of different variables. The study focuses on the primary data analysis where questionnaire was distributed to customer of 27 commercial banks. The descriptive results show that weighted average mean scale for internet banking services is 3.64. It indicates that customers are satisfied on the quality of internet banking services provided by Nepalese commercial banks. In other words, the result indicates that Nepalese commercial banks are able to satisfy the customers through internet banking services. Similarly, weighted average mean scale for ATM banking services is 3.75. It indicates that customers are satisfy on the quality of ATM banking services provided by Nepalese commercial banks. In other words, the result indicates that Nepalese commercial banks are able to satisfy the customers through ATM banking services. Likewise, weighted average mean scale for mobile banking services is 3.51. It indicates the customers are indifferent on the quality of mobile banking services provided by Nepalese commercial banks.
Similarly, weighted average mean scale for point of sale banking services is 3.68. It indicates that customers are satisfied on the quality of POS banking services provided by Nepalese commercial banks. In other words, the result indicates that Nepalese commercial banks able to satisfy the customers through POS banking services. Similarly, weighted average mean scale for agent banking services is 3.73. It indicates that customers are satisfy on the quality of agent banking services provided by Nepalese commercial banks. In other words, the result indicates that Nepalese commercial banks able to satisfy the customers through agent banking services. Likewise, weighted average mean scale for the customer satisfaction is 3.77 which indicates that the Nepalese commercial banks have provided a satisfactory level of innovation in banking to its customers.
The result shows that internet banking is positively related to customer satisfaction indicating that higher the delivery of banking services through internet, higher would be the customer satisfaction in Nepalese commercial banks. The result also shows that there is positive relationship between ATM services and customer satisfaction. Similarly, mobile banking has positive relationship with customer satisfaction. Similarly, the result also shows that there is positive relationship of point of sale with customer satisfaction. Likewise, agent banking services has positive relationship with customer satisfaction.
The regression result indicates that the beta coefficients are positive and significant for internet banking with customer satisfaction. This indicates that internet banking has positive impact on customer satisfaction. Similarly, the beta coefficients for ATM banking are positive and significant with customer satisfaction. This indicates that ATM banking has positive impact on customer satisfaction. Likewise, the beta coefficients for mobile banking are positive and significant with customer satisfaction and customer. It indicates that mobile banking has positive impact on customer satisfaction. The beta coefficients are positive and significant for POS banking with customer satisfaction. This indicates that POS banking has positive impact on customer satisfaction. Similarly, the beta coefficients are positive and significant for online payment agent with customer satisfaction. It indicates that agent banking has positive impact on customer satisfaction.
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Banking innovation and its impact on customer satisfaction in Nepalese commercial banks [printed text] / Manisha Silwal, Author . - 2019 . - 106p. ; GRP/Thesis + 1st/Gmba. Languages : English | Abstract: | Banking sectors have innovated the use of branchless banking through internet banking, mobile banking, automated teller machine (ATM), point of sale (POS), and agent banking services. Innovation in banking is growing faster through adoption of modern technology and therefore, customer satisfaction through innovation is a challenging task. Bank incurs huge amount of cost in gaining new customers than in retaining the new customers. Banking industry strives to succeed by putting the topic of rapid and changing customers’ needs to their agenda. The major objective of this study is to examine the influence of banking innovation on customer satisfaction of Nepalese commercial banks. The specific objectives of the study are to analyze the impact of internet banking, ATM banking, mobile banking, POS banking and agent banking services on customer satisfaction of Nepalese commercial banks.
The respondents of the study are the customer of the Nepalese commercial banks. The opinions of 150 respondents were analyzed in order to know the perception of customer regarding banking innovation and its impact on customer satisfaction in Nepalese commercial banks. The descriptive research design has been conducted for fact finding of different variables. The study focuses on the primary data analysis where questionnaire was distributed to customer of 27 commercial banks. The descriptive results show that weighted average mean scale for internet banking services is 3.64. It indicates that customers are satisfied on the quality of internet banking services provided by Nepalese commercial banks. In other words, the result indicates that Nepalese commercial banks are able to satisfy the customers through internet banking services. Similarly, weighted average mean scale for ATM banking services is 3.75. It indicates that customers are satisfy on the quality of ATM banking services provided by Nepalese commercial banks. In other words, the result indicates that Nepalese commercial banks are able to satisfy the customers through ATM banking services. Likewise, weighted average mean scale for mobile banking services is 3.51. It indicates the customers are indifferent on the quality of mobile banking services provided by Nepalese commercial banks.
Similarly, weighted average mean scale for point of sale banking services is 3.68. It indicates that customers are satisfied on the quality of POS banking services provided by Nepalese commercial banks. In other words, the result indicates that Nepalese commercial banks able to satisfy the customers through POS banking services. Similarly, weighted average mean scale for agent banking services is 3.73. It indicates that customers are satisfy on the quality of agent banking services provided by Nepalese commercial banks. In other words, the result indicates that Nepalese commercial banks able to satisfy the customers through agent banking services. Likewise, weighted average mean scale for the customer satisfaction is 3.77 which indicates that the Nepalese commercial banks have provided a satisfactory level of innovation in banking to its customers.
The result shows that internet banking is positively related to customer satisfaction indicating that higher the delivery of banking services through internet, higher would be the customer satisfaction in Nepalese commercial banks. The result also shows that there is positive relationship between ATM services and customer satisfaction. Similarly, mobile banking has positive relationship with customer satisfaction. Similarly, the result also shows that there is positive relationship of point of sale with customer satisfaction. Likewise, agent banking services has positive relationship with customer satisfaction.
The regression result indicates that the beta coefficients are positive and significant for internet banking with customer satisfaction. This indicates that internet banking has positive impact on customer satisfaction. Similarly, the beta coefficients for ATM banking are positive and significant with customer satisfaction. This indicates that ATM banking has positive impact on customer satisfaction. Likewise, the beta coefficients for mobile banking are positive and significant with customer satisfaction and customer. It indicates that mobile banking has positive impact on customer satisfaction. The beta coefficients are positive and significant for POS banking with customer satisfaction. This indicates that POS banking has positive impact on customer satisfaction. Similarly, the beta coefficients are positive and significant for online payment agent with customer satisfaction. It indicates that agent banking has positive impact on customer satisfaction.
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