ATM service quality and customer satisfaction in Nepalese commercial banks / Anjana Thapa 

Public ISBD 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. 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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Automated teller machine service quality and customer satisfaction in Nepalese commercial banks / Ishan Buddhacharya 

Public ISBD Title : Automated teller machine service quality and customer satisfaction in Nepalese commercial banks Material Type: printed text Authors: Ishan Buddhacharya, Author Publication Date: 2014 Pagination: 62p. Size: GRP/Thesis Accompanying material: 2/B General note: Including biblioggraphy Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Nepal Service quality Keywords: 'customer  customer satisfaction  banks  bank and banking  commerciaql nepal' Class number: 658.812 Abstract: Banks are increasing their technology-based service options to remain competitive. Automated Teller Machine (ATM) is an innovative service delivery mode that offers diversified financial services like cash withdrawal, funds transfer, cash deposits, payment of utility and credit card bills, and other financial enquiries. In most developing economies, the automation of banking services has become a critical factor in the process of attaining efficiency in delivering customer services. Many banks have pursued the development of technology-driven strategies towards meeting customer preferences This study examines the relationship between customer satisfaction and five service quality dimension namely reliability, responsiveness, ease of use, convenience and security in the context of Nepal. This study also reveals the purpose of using ATM service, major problems encountered by ATM card holders and major factor influencing the service quality of ATM. This research is based on the primary survey and has involved interpretation of opinions of the respondents ATM service quality and customer satisfaction in Nepalese banks. Public sector commercial bank i.e.Rastriya Banijya Bank Limited and Nepal Bank Limited are selected for survey. And in the case of private sector bank, 18 commercial banks are selected according to joint venture and non joint venture commercial banks out of 28 commercial bank. Different statistical tools like mean, standard deviation, correlation analysis and regression analysis are used for primary data analysis. The study reveals that reliability; responsiveness and security dimension of ATM service quality has positive and significant relationship with customer satisfaction. However, ease of use and conveniences have positive relationship with customer satisfaction but are not statistically significant. Most of the respondents believe ATM service as the necessity of modern banking and the overall service quality provided by commercial bank is satisfactory. Automated teller machine service quality and customer satisfaction in Nepalese commercial banks [printed text] / Ishan Buddhacharya, Author . - 2014 . - 62p. ; GRP/Thesis + 2/B. Including biblioggraphy Languages : English Descriptors: Customer satisfaction Banks Banks and banking Commercial banks Nepal Service quality Keywords: 'customer  customer satisfaction  banks  bank and banking  commerciaql nepal' Class number: 658.812 Abstract: Banks are increasing their technology-based service options to remain competitive. Automated Teller Machine (ATM) is an innovative service delivery mode that offers diversified financial services like cash withdrawal, funds transfer, cash deposits, payment of utility and credit card bills, and other financial enquiries. In most developing economies, the automation of banking services has become a critical factor in the process of attaining efficiency in delivering customer services. Many banks have pursued the development of technology-driven strategies towards meeting customer preferences This study examines the relationship between customer satisfaction and five service quality dimension namely reliability, responsiveness, ease of use, convenience and security in the context of Nepal. This study also reveals the purpose of using ATM service, major problems encountered by ATM card holders and major factor influencing the service quality of ATM. This research is based on the primary survey and has involved interpretation of opinions of the respondents ATM service quality and customer satisfaction in Nepalese banks. Public sector commercial bank i.e.Rastriya Banijya Bank Limited and Nepal Bank Limited are selected for survey. And in the case of private sector bank, 18 commercial banks are selected according to joint venture and non joint venture commercial banks out of 28 commercial bank. Different statistical tools like mean, standard deviation, correlation analysis and regression analysis are used for primary data analysis. The study reveals that reliability; responsiveness and security dimension of ATM service quality has positive and significant relationship with customer satisfaction. However, ease of use and conveniences have positive relationship with customer satisfaction but are not statistically significant. Most of the respondents believe ATM service as the necessity of modern banking and the overall service quality provided by commercial bank is satisfactory.

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Customer satisfaction and brand loyalty of mobile phones in Kathmandu Valley / Kamala Shah 

Public ISBD Title : Customer satisfaction and brand loyalty of mobile phones in Kathmandu Valley Material Type: printed text Authors: Kamala Shah, Author Publication Date: 2017 Pagination: 99p. Size: GRP/Thesis Accompanying material: 10/B Languages : English Descriptors: Customer satisfaction Banks Banks and banking Class number: 658.812 Abstract: Customer satisfaction is a fundamental goal of marketing. According to Bloemer and Schronder (2002), customer satisfaction is the result of successful marketing that creates competitive value for the customers. Contemporary marketing efforts are geared towards meeting consumers’ needs and ensuring customer satisfaction and strategizing on how to retain such customer (Hassan, 2008). Customer satisfaction is one of the measures for finding the performance of the product and organization relating to its competitive market environment (Hill and Alexander, 2006). Satisfied consumers probably talk to other people about their favorite business and the result of such dialogues is a sort of positive promotion for the company, organization or agency by word of mouth, or vice versa (Kurdnaidj, 2003). Since the launch of mobile phones, there has been a remarkable development both in their product sophistication and their fast and global adoption (Bayraktar et al., 2012). After the smart phones have been released, the choice seemed to be even harder, since the opportunities and offers that producers are providing are endless (Seongwon et al., 2011; Milutinovic et al., 2011). In the competitive market of mobile phone, the manufacturers always keep to competitive edge and differentiate the product attributes to persuade the customer to choose their brand instead of other. Brand loyalty can be described as, a deeply held commitment to re-buy or re-patronize a preferred product/service consistently in the future, causing a repetitive same brand or same brand-set purchasing, despite situational influences and marketing efforts having the potential to cause switching behavior (Son et al., 2010). Brand loyalty is the source of commitment towards the brand that includes a re-buy behavior into the customer in spite of the potential marketing attempts by competitors to break up the coalition between the brand and the customer (Oliver, 1999). Dick and Basu (1994) argued that there may be positive as well as negative perception of the consumers towards the brand and the negative perception may lead to patronize of the brand. The major purpose of this study is to examine factors affecting customer satisfaction and brand loyalty of mobiles phones in context of Kathmandu valley. The study has the following specific objectives: to analyze the perception of customers on the level of brand specific factors (brand image, perceived brand quality, brand experienced, brand switching costs and price fairness) of mobile phones brands in Kathmandu valley, to determine the relationship of selected mobile phone brand specific factors on with customer satisfaction and brand loyalty, to examine the impact of selected mobile phone brand specific factors on customer satisfaction and brand loyalty. to find out the most important mobile phone brand specific factor affecting customer satisfaction and brand loyalty. The primary source of data is used to assess the opinion of customer satisfaction and brand loyalty of mobile phones in Kathmandu valley The survey is based on 200 observations. The questions were asked in the form of Yes/No, and likert scale questions. The likert scale questions of different variables on customer satisfactions and brand loyalty were measured in 5 point scale. The proxies of customer satisfactions and brand loyalty are brand iamge, perceived brand quality, brand switching cost, price fairness and brand experiences. The weighted mean of the each variables were used to examined the factors affecting customer satisfaction and brand loyalty of mobiles phones in context of Kathmandu valley. For the fact finding of the study primary data was analyzed by using percentage frequency distribution and methods such as descriptive analysis, correlation analysis and regression analysis. The result of this study reveals that there is positive correlation between brand image with customer satisfaction and brand loyalty. This indicates that better brand image leads to increase in customer satisfaction and brand loyalty. Similarly, perceived brand quality, brand switching cost, price fairness and brand experiences are positively correlated to customer satisfaction and brand loyalty. This reveals that better perceived brand quality, brand switching cost, price fairness and brand experiences enhances customer satisfaction and brand loyalty. The beta coefficients is positive for brand image, perceived brand quality, brand switching cost, price fairness and brand experience with customer satisfaction which indicates that increase in all these independent variables, would increase in customer satisfaction. The beta coefficients are positive for brand image, perceived brand quality, brand switching cost, price fairness and brand experience with brand loyalty which indicates that increase in all these independent variables, would increase in loyalty. The major conclusion of the study is that brand experience followed by perceived brand quality, brand image, price fairness, and brand switching cost are the most dominant factors that influence the customer satisfaction of the mobile phones in Kathmandu valley. Similarly, the brand experience followed by brand image, brand switching cost, price fairness and perceived brand quality are the most dominant factors that influence the brand loyalty of the mobile phones in Kathmandu valley. Customer satisfaction and brand loyalty of mobile phones in Kathmandu Valley [printed text] / Kamala Shah, Author . - 2017 . - 99p. ; GRP/Thesis + 10/B. Languages : English Descriptors: Customer satisfaction Banks Banks and banking Class number: 658.812 Abstract: Customer satisfaction is a fundamental goal of marketing. According to Bloemer and Schronder (2002), customer satisfaction is the result of successful marketing that creates competitive value for the customers. Contemporary marketing efforts are geared towards meeting consumers’ needs and ensuring customer satisfaction and strategizing on how to retain such customer (Hassan, 2008). Customer satisfaction is one of the measures for finding the performance of the product and organization relating to its competitive market environment (Hill and Alexander, 2006). Satisfied consumers probably talk to other people about their favorite business and the result of such dialogues is a sort of positive promotion for the company, organization or agency by word of mouth, or vice versa (Kurdnaidj, 2003). Since the launch of mobile phones, there has been a remarkable development both in their product sophistication and their fast and global adoption (Bayraktar et al., 2012). After the smart phones have been released, the choice seemed to be even harder, since the opportunities and offers that producers are providing are endless (Seongwon et al., 2011; Milutinovic et al., 2011). In the competitive market of mobile phone, the manufacturers always keep to competitive edge and differentiate the product attributes to persuade the customer to choose their brand instead of other. Brand loyalty can be described as, a deeply held commitment to re-buy or re-patronize a preferred product/service consistently in the future, causing a repetitive same brand or same brand-set purchasing, despite situational influences and marketing efforts having the potential to cause switching behavior (Son et al., 2010). Brand loyalty is the source of commitment towards the brand that includes a re-buy behavior into the customer in spite of the potential marketing attempts by competitors to break up the coalition between the brand and the customer (Oliver, 1999). Dick and Basu (1994) argued that there may be positive as well as negative perception of the consumers towards the brand and the negative perception may lead to patronize of the brand. The major purpose of this study is to examine factors affecting customer satisfaction and brand loyalty of mobiles phones in context of Kathmandu valley. The study has the following specific objectives: to analyze the perception of customers on the level of brand specific factors (brand image, perceived brand quality, brand experienced, brand switching costs and price fairness) of mobile phones brands in Kathmandu valley, to determine the relationship of selected mobile phone brand specific factors on with customer satisfaction and brand loyalty, to examine the impact of selected mobile phone brand specific factors on customer satisfaction and brand loyalty. to find out the most important mobile phone brand specific factor affecting customer satisfaction and brand loyalty. The primary source of data is used to assess the opinion of customer satisfaction and brand loyalty of mobile phones in Kathmandu valley The survey is based on 200 observations. The questions were asked in the form of Yes/No, and likert scale questions. The likert scale questions of different variables on customer satisfactions and brand loyalty were measured in 5 point scale. The proxies of customer satisfactions and brand loyalty are brand iamge, perceived brand quality, brand switching cost, price fairness and brand experiences. The weighted mean of the each variables were used to examined the factors affecting customer satisfaction and brand loyalty of mobiles phones in context of Kathmandu valley. For the fact finding of the study primary data was analyzed by using percentage frequency distribution and methods such as descriptive analysis, correlation analysis and regression analysis. The result of this study reveals that there is positive correlation between brand image with customer satisfaction and brand loyalty. This indicates that better brand image leads to increase in customer satisfaction and brand loyalty. Similarly, perceived brand quality, brand switching cost, price fairness and brand experiences are positively correlated to customer satisfaction and brand loyalty. This reveals that better perceived brand quality, brand switching cost, price fairness and brand experiences enhances customer satisfaction and brand loyalty. The beta coefficients is positive for brand image, perceived brand quality, brand switching cost, price fairness and brand experience with customer satisfaction which indicates that increase in all these independent variables, would increase in customer satisfaction. The beta coefficients are positive for brand image, perceived brand quality, brand switching cost, price fairness and brand experience with brand loyalty which indicates that increase in all these independent variables, would increase in loyalty. The major conclusion of the study is that brand experience followed by perceived brand quality, brand image, price fairness, and brand switching cost are the most dominant factors that influence the customer satisfaction of the mobile phones in Kathmandu valley. Similarly, the brand experience followed by brand image, brand switching cost, price fairness and perceived brand quality are the most dominant factors that influence the brand loyalty of the mobile phones in Kathmandu valley.

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Customer satisfaction and brand loyalty of mobile phones in Nepal / Bipana Shrestha 

Public ISBD Title : Customer satisfaction and brand loyalty of mobile phones in Nepal Material Type: printed text Authors: Bipana Shrestha, Author Publication Date: 2016 Pagination: 103p. Size: GRP/Thesis Accompanying material: 7/B Languages : English Descriptors: Customer satisfaction Class number: 658.812 Abstract: Customer satisfaction is undoubtedly one of the most strategic issues in recent decades. Now that in the global economy, customers determine a company's sustainability, the companies can no longer be indifferent to the expectations and demands of their customers. They must direct all their activities and capabilities towards customer satisfaction because the only source of return on investment is the customers. Thus, the first principle in business is creating customer-friendly values (Hill, 2006).Mokhtar et al. (2000) found that in the era of improved mobile communication technology, vast amount of changes is generated in facilitating communication and the transfer of information from business to business, business to customers and employers to employees. Consequently, the utilization of mobile phones in communication and information transfer leads to providing greater added value services. Mobile phone market has become very competitive with very rapid development on technology that facilitates the production of new brands of mobile phones (Hamad, 2014). Rusell-Bennet et al.(2007) stated that brands are considered as the important assets of the company that make customers loyal and have value for the end consumer. Thus, the brand helps customers in purchase decision making. Furthermore, brand creates a relationship with the customers either the relation is positive by continuing the brand or negative by moving to the other brand. The committed consumers purchase the brand repeatedly. The preference of a brand is affected by the behavior of consumer that resulted in brand loyalty. Abdullah et al. (2000) pointed out that brand loyalty plays an important role in organization’s profitability and future growth. Customers also express their loyalty by giving a greater share of wallets to their high-value brands or service providers and by generating word-of-mouth referrals. It shows that brand loyalty being dependent on both attitudinal and behavioral attributes of consumers and both elements are equally important from brand loyalty perspectives. The branding product is an important factor to make young customer as a loyal customer. Branding also influence consumers buying intentions, especially of young generation, and building a strong brand is the goal of many organizations (Lazarevic, 2012) The major objectives of this study is to identify the customer satisfaction and brand loyalty of mobiles phones in the context of Nepal.This study is based on primary sources of data.The study is based on 200 respondents of 12 mobile brands in Nepal. This study employs descriptive research design and causal comparative research design to deal with fundamental issues associated with customer satisfaction and brand loyalty of mobile phone in Nepal The questionnaire survey has been conducted to know the opinion of examiningcustomer satisfaction and brand loyalty of mobile phones. A structured set of questionnaireswere prepared and distributed to the mobile users in Nepal. The questionnaires are consists of questions like Likert scale questions, yes/ no questions, multiple choice questions and ranking type.The weighted mean of each variable were used to examine the brand specifics factors brand image, perceived brand quality, brand experience, brand switching costs, and price fairness) on customer satisfaction and brand loyalty. For the fact finding of the study, primary data were analyzed by using percentage, frequency distribution and methods such as descriptive analysis, correlation analysis and regression analysis. The results show that Performance is ranked first (2.47 average rank) as a most important attributes of mobile phones. Majority of the respondents (92 percent) believed that their mobile phone is well known and prestigious. Likewise, the majority of the respondents (93 percent) perceived that the overall performance of their mobile phone is good. The majority of the respondents (80.5 percent) opined that their mobile phone increases desire to learn new things and problem solving. In the case of brand switching costs, the majority of the respondents (51.5 percent) do not afraid that their choice of another mobile brand may reduce the esteem they have among their friends. Similarly, majority of the respondents (83.5 percent) believed that the price of their mobile phone is reasonable. The majority of the respondents (91.5 percent) believed that their mobile phone is a good value for the money they paid. Likewise, majority of the respondents (84 percent) often tell positive things about their mobile phone to other people. The study revealed that brand image, perceived brand quality, brand experience, brand switching cost and price fairness has positive correlation with customer satisfaction and brand loyalty indicating the effective brand image, increase in perceived brand quality, brand experience, brand switching cost and price fairness leads to increase in customer satisfaction and brand loyalty.The positive and significant beta coefficients for brand image with customer satisfaction and brand loyalty revealed that better the brand image, higher would be the customer satisfaction and brand loyalty. Similarly, the positive and significant beta coefficients for perceived quality with customer satisfaction and brand loyalty revealed that better the perceived brand quality, higher would be the customer satisfaction and brand loyalty. Similarly, the beta coefficient for brand experience is positive with the customer satisfaction and brand loyalty. It reveals that pleasant experience with the mobile brand leads to increase in customer satisfaction and brand loyalty where, beta coefficient is significant at 1 percent level of significance. Similarly, positive beta coefficient for brand switching cost with customer satisfaction and brand loyalty indicates that high switching cost minimizes customer’s switching intention and improves their retention rate leading to increased customer satisfaction and brand loyalty. Likewise, the beta coefficient for price fairness is positive with the customer satisfaction and brand loyalty. This indicates that fair the price, higher would be the customer satisfaction. and brand loyalty. However, beta coefficients are not significant for price fairness with brand loyalty. Customer satisfaction and brand loyalty of mobile phones in Nepal [printed text] / Bipana Shrestha, Author . - 2016 . - 103p. ; GRP/Thesis + 7/B. Languages : English Descriptors: Customer satisfaction Class number: 658.812 Abstract: Customer satisfaction is undoubtedly one of the most strategic issues in recent decades. Now that in the global economy, customers determine a company's sustainability, the companies can no longer be indifferent to the expectations and demands of their customers. They must direct all their activities and capabilities towards customer satisfaction because the only source of return on investment is the customers. Thus, the first principle in business is creating customer-friendly values (Hill, 2006).Mokhtar et al. (2000) found that in the era of improved mobile communication technology, vast amount of changes is generated in facilitating communication and the transfer of information from business to business, business to customers and employers to employees. Consequently, the utilization of mobile phones in communication and information transfer leads to providing greater added value services. Mobile phone market has become very competitive with very rapid development on technology that facilitates the production of new brands of mobile phones (Hamad, 2014). Rusell-Bennet et al.(2007) stated that brands are considered as the important assets of the company that make customers loyal and have value for the end consumer. Thus, the brand helps customers in purchase decision making. Furthermore, brand creates a relationship with the customers either the relation is positive by continuing the brand or negative by moving to the other brand. The committed consumers purchase the brand repeatedly. The preference of a brand is affected by the behavior of consumer that resulted in brand loyalty. Abdullah et al. (2000) pointed out that brand loyalty plays an important role in organization’s profitability and future growth. Customers also express their loyalty by giving a greater share of wallets to their high-value brands or service providers and by generating word-of-mouth referrals. It shows that brand loyalty being dependent on both attitudinal and behavioral attributes of consumers and both elements are equally important from brand loyalty perspectives. The branding product is an important factor to make young customer as a loyal customer. Branding also influence consumers buying intentions, especially of young generation, and building a strong brand is the goal of many organizations (Lazarevic, 2012) The major objectives of this study is to identify the customer satisfaction and brand loyalty of mobiles phones in the context of Nepal.This study is based on primary sources of data.The study is based on 200 respondents of 12 mobile brands in Nepal. This study employs descriptive research design and causal comparative research design to deal with fundamental issues associated with customer satisfaction and brand loyalty of mobile phone in Nepal The questionnaire survey has been conducted to know the opinion of examiningcustomer satisfaction and brand loyalty of mobile phones. A structured set of questionnaireswere prepared and distributed to the mobile users in Nepal. The questionnaires are consists of questions like Likert scale questions, yes/ no questions, multiple choice questions and ranking type.The weighted mean of each variable were used to examine the brand specifics factors brand image, perceived brand quality, brand experience, brand switching costs, and price fairness) on customer satisfaction and brand loyalty. For the fact finding of the study, primary data were analyzed by using percentage, frequency distribution and methods such as descriptive analysis, correlation analysis and regression analysis. The results show that Performance is ranked first (2.47 average rank) as a most important attributes of mobile phones. Majority of the respondents (92 percent) believed that their mobile phone is well known and prestigious. Likewise, the majority of the respondents (93 percent) perceived that the overall performance of their mobile phone is good. The majority of the respondents (80.5 percent) opined that their mobile phone increases desire to learn new things and problem solving. In the case of brand switching costs, the majority of the respondents (51.5 percent) do not afraid that their choice of another mobile brand may reduce the esteem they have among their friends. Similarly, majority of the respondents (83.5 percent) believed that the price of their mobile phone is reasonable. The majority of the respondents (91.5 percent) believed that their mobile phone is a good value for the money they paid. Likewise, majority of the respondents (84 percent) often tell positive things about their mobile phone to other people. The study revealed that brand image, perceived brand quality, brand experience, brand switching cost and price fairness has positive correlation with customer satisfaction and brand loyalty indicating the effective brand image, increase in perceived brand quality, brand experience, brand switching cost and price fairness leads to increase in customer satisfaction and brand loyalty.The positive and significant beta coefficients for brand image with customer satisfaction and brand loyalty revealed that better the brand image, higher would be the customer satisfaction and brand loyalty. Similarly, the positive and significant beta coefficients for perceived quality with customer satisfaction and brand loyalty revealed that better the perceived brand quality, higher would be the customer satisfaction and brand loyalty. Similarly, the beta coefficient for brand experience is positive with the customer satisfaction and brand loyalty. It reveals that pleasant experience with the mobile brand leads to increase in customer satisfaction and brand loyalty where, beta coefficient is significant at 1 percent level of significance. Similarly, positive beta coefficient for brand switching cost with customer satisfaction and brand loyalty indicates that high switching cost minimizes customer’s switching intention and improves their retention rate leading to increased customer satisfaction and brand loyalty. Likewise, the beta coefficient for price fairness is positive with the customer satisfaction and brand loyalty. This indicates that fair the price, higher would be the customer satisfaction. and brand loyalty. However, beta coefficients are not significant for price fairness with brand loyalty.

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Customer satisfaction and its impact on profit ability of Nepalese commercial banks / Gelbu Sherpa 

Public ISBD Title : Customer satisfaction and its impact on profit ability of Nepalese commercial banks Material Type: printed text Authors: Gelbu Sherpa, Author Publication Date: 2013 Pagination: 103p. Size: GRP/Thesis Accompanying material: 1/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction Commercial banks Customer relations Nepal Keywords: 'customer satisfaction  banks  nepal  commercial banks  customer relations' Class number: 658.812 Customer satisfaction and its impact on profit ability of Nepalese commercial banks [printed text] / Gelbu Sherpa, Author . - 2013 . - 103p. ; GRP/Thesis + 1/B. Including bibliography Languages : English Descriptors: Customer satisfaction Commercial banks Customer relations Nepal Keywords: 'customer satisfaction  banks  nepal  commercial banks  customer relations' Class number: 658.812

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Customer satisfaction and retail banking: the case of Nepalese commercial banks / Kushalta Upadhyaya 

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Customer services and ATM services: comparative study of joint venture and non-joint venture banks in Nepal / Minakshi Pathak 

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Customers' perceptions of service quality: a study of Nepalese commercial banks / Nisha Gurung 

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Determinants of customer satisfaction in commercial banks in Nepal / Renu Prajapati 

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