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Refine your search Apply to external sourcesCustomer satisfaction with Internet banking services: evidence from Nepalese commercial banks / Rupa Maharjan
Title : Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks Material Type: printed text Authors: Rupa Maharjan, Author Publication Date: 2014 Pagination: 72p. Size: GRP/Thesis Accompanying material: 3/D General note: Including bibilography Languages : English Descriptors: Customer satisfaction
Banking
Banks
Banks and banking
Commercial banks
Internet banking
NepalKeywords: 'internet banking banks banks and banking commercial banks nepal customer customer satisfaction' Class number: 332.102 Customer satisfaction with Internet banking services: evidence from Nepalese commercial banks [printed text] / Rupa Maharjan, Author . - 2014 . - 72p. ; GRP/Thesis + 3/D.
Including bibilography
Languages : EnglishHold
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Barcode Call number Media type Location Section Status 35/D 332.102 MAH Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks Material Type: printed text Authors: Regina Shrestha, Author Publication Date: 2014 Pagination: 77p. Size: GRP/Thesis Accompanying material: 3/B General note: Including bibliography Languages : English Descriptors: Customer satisfaction
Bank and banking
Banking
Banks
Commercial banks
Internet bankingKeywords: 'internet banking banking banks customer satisfaction nepal' Class number: 332.102 Abstract: Internet banking is creating dramatic changes for the banking industry. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers.
The main objective of the study was to identify the factors that influence internet banking adoption in Nepalese banking sector. The study adopted both qualitative and quantitative approach. The study undertakes descriptive, inferential and causal-comparative research design. The study mainly focuses on primary data to obtain the objectives of the study. 200 structured questionnaire that was developed and was distributed among the respondents of Kathmandu valley through friends circle and relatives. The response rate of the study was 95.5%. The study has undertaken 14 banks which include 8 public banks, 4 joint venture banks and 2 government owned banks for the purpose of comparative study and analysis. Frequency, chi-square test, kendall’s tau and descriptive statistics like mode, mean were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability and validity.
The major conclusion of this study is that awareness to the customer about internet banking create customer to adopt towards internet banking. The study found that awareness, perceived risk, perceived ease of use, perceived usefulness and advantage of internet banking has positive and significant impact on customer adoption and perceived cost has negative and insignificant impact on customer adoption. This means that increase in cost leads to decrease in customer adoption. As perceived risk is positively related this indicates that customer don’t perceived risk as negative term. Most of respondent perceive that they get access to internet banking services as soon as they open the account. This helps customer to be loyal towards the bank. Internet banking such as mobile banking, online banking and ATMs should be made as user friendly as possible as not many customer are familiar with internet banking, especially the older generation. Providing online help and giving customer the choice of their preferred language will ease their transaction.
Factors influencing customer adoption in internet Banking: a study of Nepalese commercial banks [printed text] / Regina Shrestha, Author . - 2014 . - 77p. ; GRP/Thesis + 3/B.
Including bibliography
Languages : English
Descriptors: Customer satisfaction
Bank and banking
Banking
Banks
Commercial banks
Internet bankingKeywords: 'internet banking banking banks customer satisfaction nepal' Class number: 332.102 Abstract: Internet banking is creating dramatic changes for the banking industry. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers.
The main objective of the study was to identify the factors that influence internet banking adoption in Nepalese banking sector. The study adopted both qualitative and quantitative approach. The study undertakes descriptive, inferential and causal-comparative research design. The study mainly focuses on primary data to obtain the objectives of the study. 200 structured questionnaire that was developed and was distributed among the respondents of Kathmandu valley through friends circle and relatives. The response rate of the study was 95.5%. The study has undertaken 14 banks which include 8 public banks, 4 joint venture banks and 2 government owned banks for the purpose of comparative study and analysis. Frequency, chi-square test, kendall’s tau and descriptive statistics like mode, mean were used for analysis purpose with the help of SPSS software. Cronbach’s alpha was also used for the reliability and validity.
The major conclusion of this study is that awareness to the customer about internet banking create customer to adopt towards internet banking. The study found that awareness, perceived risk, perceived ease of use, perceived usefulness and advantage of internet banking has positive and significant impact on customer adoption and perceived cost has negative and insignificant impact on customer adoption. This means that increase in cost leads to decrease in customer adoption. As perceived risk is positively related this indicates that customer don’t perceived risk as negative term. Most of respondent perceive that they get access to internet banking services as soon as they open the account. This helps customer to be loyal towards the bank. Internet banking such as mobile banking, online banking and ATMs should be made as user friendly as possible as not many customer are familiar with internet banking, especially the older generation. Providing online help and giving customer the choice of their preferred language will ease their transaction.
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Barcode Call number Media type Location Section Status 63/D 332.102 SHR Books Uniglobe Library Social Sciences Available
Title : Internet banking and customer satisfaction: a case of Nepalese commercial banks Material Type: printed text Authors: Elish Shrestha, Author Publication Date: 2015 Pagination: 69p. Size: GRP/Thesis Accompanying material: 2/B General note: Including bibliography
Languages : English Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Internet banking
NepalKeywords: 'internet banking banks banks and banking commercial banks nepal customer customer satisfaction' Class number: 332.102 Abstract: Customer satisfaction is imperative for the long-term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization, both public and private sectors are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the dimensions of service quality. Internet banking is the most inventive service offered by the banks. For banks, internet has emerged as a strategic resource for achieving higher efficiency. The electronic revolution has made it possible to provide ease and flexibility in banking operations, which benefit the customers. Customer satisfaction is a long-term strategy. It is one of the most important competitive factors that indicate a company’s profitability. Banks in Nepal are providing different facilities to the customers like SMS banking, online banking and many more. Due to such facilitiesNepalese people are gainingbanking knowledge and they are saving their money in banks.
The major objective of the study is to examine the relationship between internet banking services and customer satisfaction in Nepalese commercial banks. Likewise, the specific objectives areto examine the relationship between reliability of internet banking services and customer satisfaction in Nepalese Commercial Banks;to assess the performance of internet banking activities of commercial banks in Nepal;to analyze the customer satisfaction level in service security and customer support in internet banking services of Nepalese commercial banks;to determine the relationship between easy to use internet banking services and customer satisfaction in Nepalese commercial banks;to evaluate the awareness of internet banking services among the customers of Nepalese commercial banks; andto examine the impact of perceived value of internet banking services on customer satisfaction.
The study is based on primary source of data. Data for the survey are collected from the customers of different commercial banks. The primary sources of data have been used to assess the opinion of respondents with respect to customers’ satisfaction and internet banking services provided by the Nepalese commercial banks. The total sample respondents are 150 from different bank customers. The instruments are descriptive statistics as well as inferential statistics and convenience sampling technique is used. Frequencies, percentage, medium, standard deviation, correlation, regression and test of significance are used in this study to measure the customer satisfaction with internet banking services. The research is based on the qualitative method.
The results and findings are mainly dependent on the customers’perception, evaluation and psychological reactions of consumption experience of the products and services of respective banks. Majority of the respondents have agreed that transactions done through internet banking help to enhance the efficiency of customers. In the same way, 64% of the respondents have agreed that internet banking enables to accomplish more banking activities. Likewise, in rating the performance of internet banking services like bill payments, e-alerts, stop payment, balance enquiry, retrieving bank statement and fund transfer majority of respondents have rated that commercial banks are good enough to provide all these services to their customers. Majority of internet banking users (44%) are satisfied with the internet banking services provided to customers by their respective banks. But talking about the cost of internet banking services imposed by the banks, many respondents are neither satisfied nor dissatisfied. Easy to Use (EU) is found significant at 1 percent level of significance and service security is found significant at 10 percent. This shows that only two variables have good explanatory power among all the independent variables.
The study concludes thatinternet banking has become a major facility sought by the existing and potential customers especially the educated and employed people to get better and fast services. All the service sectors depend on customers and their satisfaction and the banks are no exception. Majority of the customers are using internet banking since it is easy to use. The bank should make it more flexible and also website should be made in multi languages so that all walk of people will be attracted to the internet banking. It is also recommended that banks must invest in understanding the needs of customers of internet banking and try as much as possible to meet their various needs associated with the services provided by internet banking.
This study suggests that there is a need for further researchers to examine the effect of customer satisfaction or dissatisfaction including more dimensions like system availability, cost effectiveness, brand perception, compensation, problem handling and many more as there will be huge acceptance of e-banking with the passage of time with growing awareness and education.
Internet banking and customer satisfaction: a case of Nepalese commercial banks [printed text] / Elish Shrestha, Author . - 2015 . - 69p. ; GRP/Thesis + 2/B.
Including bibliography
Languages : English
Descriptors: Customer satisfaction
Banks
Banks and banking
Commercial banks
Internet banking
NepalKeywords: 'internet banking banks banks and banking commercial banks nepal customer customer satisfaction' Class number: 332.102 Abstract: Customer satisfaction is imperative for the long-term success of any organization. More the competition, higher is the necessity to keep the customers satisfied. After liberalization, both public and private sectors are facing enormous competition. In this competitive atmosphere, it becomes essential to understand the dimensions of service quality. Internet banking is the most inventive service offered by the banks. For banks, internet has emerged as a strategic resource for achieving higher efficiency. The electronic revolution has made it possible to provide ease and flexibility in banking operations, which benefit the customers. Customer satisfaction is a long-term strategy. It is one of the most important competitive factors that indicate a company’s profitability. Banks in Nepal are providing different facilities to the customers like SMS banking, online banking and many more. Due to such facilitiesNepalese people are gainingbanking knowledge and they are saving their money in banks.
The major objective of the study is to examine the relationship between internet banking services and customer satisfaction in Nepalese commercial banks. Likewise, the specific objectives areto examine the relationship between reliability of internet banking services and customer satisfaction in Nepalese Commercial Banks;to assess the performance of internet banking activities of commercial banks in Nepal;to analyze the customer satisfaction level in service security and customer support in internet banking services of Nepalese commercial banks;to determine the relationship between easy to use internet banking services and customer satisfaction in Nepalese commercial banks;to evaluate the awareness of internet banking services among the customers of Nepalese commercial banks; andto examine the impact of perceived value of internet banking services on customer satisfaction.
The study is based on primary source of data. Data for the survey are collected from the customers of different commercial banks. The primary sources of data have been used to assess the opinion of respondents with respect to customers’ satisfaction and internet banking services provided by the Nepalese commercial banks. The total sample respondents are 150 from different bank customers. The instruments are descriptive statistics as well as inferential statistics and convenience sampling technique is used. Frequencies, percentage, medium, standard deviation, correlation, regression and test of significance are used in this study to measure the customer satisfaction with internet banking services. The research is based on the qualitative method.
The results and findings are mainly dependent on the customers’perception, evaluation and psychological reactions of consumption experience of the products and services of respective banks. Majority of the respondents have agreed that transactions done through internet banking help to enhance the efficiency of customers. In the same way, 64% of the respondents have agreed that internet banking enables to accomplish more banking activities. Likewise, in rating the performance of internet banking services like bill payments, e-alerts, stop payment, balance enquiry, retrieving bank statement and fund transfer majority of respondents have rated that commercial banks are good enough to provide all these services to their customers. Majority of internet banking users (44%) are satisfied with the internet banking services provided to customers by their respective banks. But talking about the cost of internet banking services imposed by the banks, many respondents are neither satisfied nor dissatisfied. Easy to Use (EU) is found significant at 1 percent level of significance and service security is found significant at 10 percent. This shows that only two variables have good explanatory power among all the independent variables.
The study concludes thatinternet banking has become a major facility sought by the existing and potential customers especially the educated and employed people to get better and fast services. All the service sectors depend on customers and their satisfaction and the banks are no exception. Majority of the customers are using internet banking since it is easy to use. The bank should make it more flexible and also website should be made in multi languages so that all walk of people will be attracted to the internet banking. It is also recommended that banks must invest in understanding the needs of customers of internet banking and try as much as possible to meet their various needs associated with the services provided by internet banking.
This study suggests that there is a need for further researchers to examine the effect of customer satisfaction or dissatisfaction including more dimensions like system availability, cost effectiveness, brand perception, compensation, problem handling and many more as there will be huge acceptance of e-banking with the passage of time with growing awareness and education.
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Barcode Call number Media type Location Section Status 94/D 332.102 SHR Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Internet banking and customer satisfaction in Nepalese commercial banks Material Type: printed text Authors: Usha Sharma, Author Publication Date: 2017 Pagination: 92p. Size: GRP/Thesis Accompanying material: 10/B Languages : English Descriptors: Customer satisfaction
Internet bankingClass number: 332.102 Abstract: Banks are one of the most important institutions for the development of the financial sector, economy and the country as a whole. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers. The increased availability of electronic banking modes in the banking industry has changed the way banks service their customers and improved customer satisfaction. There are varieties of different channels that provide easy mode to the customers as well as in decision making of their funds while sitting at home as it is just a click away (Saxena and Agrawal, 2016). Internet banking has significantly influenced on people’s life. Quality of service is important in the banking sector. Therefore, the sector has moved from a product centric to a customer centric position. Customer’s satisfaction is also of great interest to practitioners because of its important effect on customer retention. Obviously, it is evident that internet banking saves time of the customers and also provides convenience and accessibility (Moinuddin, 2013).
The major objective of the study is to determine the impact of internet banking service on customer satisfaction and adoption in Nepalese commercial bank. The specific objectives of the study are to examine the relationship of convenience, security, web design, responsiveness or speed of delivery and awareness on customer satisfaction and adoption, to examine the effect of convenience, security, web design, responsiveness and awareness on customer satisfaction and adoption, to examine the role of convenience, security, web design, responsiveness or speed of delivery and awareness in customer satisfaction and adoption of Nepalese commercial banks, to find out the most important internet banking and customer satisfaction and adoption of Nepalese commercial banks.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 155 customers of 18 commercial banks. The questionnaire were ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on internet banking service,customer satisfaction and adoption were measured in 5 point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose.
The result confirmed that convenience, web design, security, responsiveness and awareness are major factors affecting customer satisfaction and adoption of Nepalese commercial banks. Likewise, convenience, web design, security, responsiveness and awareness are ranked as the most important dimension of internet banking service affecting customer satisfaction and adoption of Nepalese commercial banks. The study revealed that convenience, web design, security, responsiveness and awareness have positive relationship with customer satisfaction and adoption indicating that higher the level of convenience, web design, security, responsiveness and awareness, higher would be the customer satisfaction and adoption.
Using correlation analysis, the study reveals that there is positive correlation of convenience with customer satisfaction and adoption. There is positive correlation between security, responsiveness and customer satisfaction and adoption. There is positive correlation between web design and customer satisfaction and adoption. There is positive correlation between awareness and customer satisfaction and adoption.
The regression analysis reveals that the beta coefficient is positive for convenience and responsiveness or speed of delivery when regressed with customer satisfaction and adoption. It means that more the internet banking services are convenient and responsive higher would be customer satisfaction and adoption. The beta coefficient is positive for design when regressed with customer satisfaction and adoption. It means that better the design higher would be customer satisfaction and adoption. The beta coefficient is positive for security when regressed with customer satisfaction and adoption. It means that more the internet banking services are secured higher would be the customer satisfaction. The beta coefficient is positive for awareness when regressed with customer satisfaction and adoption. It means that higher the level of awareness about internet banking services higher would be customer satisfaction and adoption. The beta coefficient is positive for convenience, security, web design, responsiveness or speed of delivery and awareness when regressed with customer satisfaction. They are significant at 1 percent level of significance. The beta coefficient is positive for convenience, security, web design, responsiveness or speed of delivery and awareness when regressed with customer adoption. Convenience is significant at 5 percent level of significance.
Internet banking and customer satisfaction in Nepalese commercial banks [printed text] / Usha Sharma, Author . - 2017 . - 92p. ; GRP/Thesis + 10/B.
Languages : English
Descriptors: Customer satisfaction
Internet bankingClass number: 332.102 Abstract: Banks are one of the most important institutions for the development of the financial sector, economy and the country as a whole. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers. The increased availability of electronic banking modes in the banking industry has changed the way banks service their customers and improved customer satisfaction. There are varieties of different channels that provide easy mode to the customers as well as in decision making of their funds while sitting at home as it is just a click away (Saxena and Agrawal, 2016). Internet banking has significantly influenced on people’s life. Quality of service is important in the banking sector. Therefore, the sector has moved from a product centric to a customer centric position. Customer’s satisfaction is also of great interest to practitioners because of its important effect on customer retention. Obviously, it is evident that internet banking saves time of the customers and also provides convenience and accessibility (Moinuddin, 2013).
The major objective of the study is to determine the impact of internet banking service on customer satisfaction and adoption in Nepalese commercial bank. The specific objectives of the study are to examine the relationship of convenience, security, web design, responsiveness or speed of delivery and awareness on customer satisfaction and adoption, to examine the effect of convenience, security, web design, responsiveness and awareness on customer satisfaction and adoption, to examine the role of convenience, security, web design, responsiveness or speed of delivery and awareness in customer satisfaction and adoption of Nepalese commercial banks, to find out the most important internet banking and customer satisfaction and adoption of Nepalese commercial banks.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 155 customers of 18 commercial banks. The questionnaire were ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on internet banking service,customer satisfaction and adoption were measured in 5 point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose.
The result confirmed that convenience, web design, security, responsiveness and awareness are major factors affecting customer satisfaction and adoption of Nepalese commercial banks. Likewise, convenience, web design, security, responsiveness and awareness are ranked as the most important dimension of internet banking service affecting customer satisfaction and adoption of Nepalese commercial banks. The study revealed that convenience, web design, security, responsiveness and awareness have positive relationship with customer satisfaction and adoption indicating that higher the level of convenience, web design, security, responsiveness and awareness, higher would be the customer satisfaction and adoption.
Using correlation analysis, the study reveals that there is positive correlation of convenience with customer satisfaction and adoption. There is positive correlation between security, responsiveness and customer satisfaction and adoption. There is positive correlation between web design and customer satisfaction and adoption. There is positive correlation between awareness and customer satisfaction and adoption.
The regression analysis reveals that the beta coefficient is positive for convenience and responsiveness or speed of delivery when regressed with customer satisfaction and adoption. It means that more the internet banking services are convenient and responsive higher would be customer satisfaction and adoption. The beta coefficient is positive for design when regressed with customer satisfaction and adoption. It means that better the design higher would be customer satisfaction and adoption. The beta coefficient is positive for security when regressed with customer satisfaction and adoption. It means that more the internet banking services are secured higher would be the customer satisfaction. The beta coefficient is positive for awareness when regressed with customer satisfaction and adoption. It means that higher the level of awareness about internet banking services higher would be customer satisfaction and adoption. The beta coefficient is positive for convenience, security, web design, responsiveness or speed of delivery and awareness when regressed with customer satisfaction. They are significant at 1 percent level of significance. The beta coefficient is positive for convenience, security, web design, responsiveness or speed of delivery and awareness when regressed with customer adoption. Convenience is significant at 5 percent level of significance.
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Barcode Call number Media type Location Section Status 332.102 SHA Maps and Plans BBA_BI Junction Philosophy & Psychology Not for loan 429/D 332.102 SHA Thesis/Dissertation Uniglobe Library Social Sciences Available
Title : Internet banking ,consumer adoption and customer satisfaction of Nepalese commercial banks Material Type: printed text Authors: Renu Pandey, Author Publication Date: 2018 Pagination: 110p. Size: GRP/Thesis Accompanying material: 9/B Languages : English Descriptors: Internet banking Class number: 332.102 Abstract: Banks are one of the most important institutions for the development of the financial sector, economy and the country as a whole. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers. The increased availability of electronic banking modes in the banking industry has changed the way banks service their customers and improved customer satisfaction. There are varieties of different channels that provide easy mode to the customers as well as in decision making of their funds while sitting at home as it is just a click away (Saxena and Agrawal, 2016).Internet banking has significantly influenced on people’s life. Quality of service is important in the banking sector. Therefore, the sector has moved from a product centric to a customer centric position. Customer’s satisfaction is also of great interest to practitioners because of its important effect on customer retention. Obviously, it is evident that internet banking saves time of the customers and also provides convenience and accessibility (Moinuddin, 2013).
The major objective of the study is to determine the impact of internet banking service on customer satisfaction and adoption in Nepalese commercial bank. The specific objectives of the study are to examine the relationship of accessibility, convenience, privacy, design, reliability, responsiveness or speed of delivery and awareness on customer satisfaction and adoption, to examine the effect of accessibility, convenience, privacy, design, reliability, responsiveness or speed of delivery and awareness on customer satisfaction and adoption, to examine the role of accessibility, convenience, privacy, design, reliability, responsiveness or speed of delivery and awareness in customer satisfaction and adoption of Nepalese commercial banks, to find out the most important internet banking service quality factors affecting customer satisfaction and adoption of Nepalese commercial banks.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 200customers of 21 commercial banks. The questionnaire was ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on internet banking service,customer satisfaction and adoption were measured in 5-point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose.
The result confirmed that accessibility, reliability, convenience, design, privacy, responsiveness and awareness are major factors affecting customer satisfaction and adoption of Nepalese commercial banks. Likewise, accessibility, reliability, convenience, design, privacy, responsiveness and awareness are ranked as the most important dimension of internet banking service affecting customer satisfaction and adoption of Nepalese commercial banks.The study revealed that accessibility, reliability, convenience, design, privacy, responsiveness and awareness have positive relationship with customer satisfaction and adoption indicating that higher the level ofaccessibility, reliability, convenience, design, privacy, responsiveness and awareness, higher would be the customer satisfaction and adoption.
Using correlation analysis, the study reveals thatthere is positive correlation between accessibility, convenience, reliability and customer satisfaction and adoption. There is positive correlation between privacy, responsiveness and customer satisfaction and adoption. There is positive correlation between design and customer satisfaction and adoption.There is positive correlation between awareness and customer satisfaction and adoption.
The regression analysis reveals that the beta coefficient is positive for accessibility, convenience, reliability and responsiveness or speed of delivery when regressed with customer satisfaction and adoption. It means that more the internet banking services are accessible, convenient, reliable and responsive higher would be customer satisfaction and adoption. The beta coefficient is positive for design when regressed with customer satisfaction and adoption. It means that better the design higher would be customer satisfaction and adoption.The beta coefficient is positive for privacy when regressed with customer satisfaction and adoption. It means that more the internet banking services are secured higher would be the customer satisfaction. The beta coefficient is positive for awareness when regressed with customer satisfaction and adoption. It means that higher the level of awareness about internet banking services higher would be customer satisfaction and adoption. The beta coefficient is positive for accessibility, convenience, privacy, design, reliability, responsiveness or speed of delivery and awareness when regressed with customer satisfaction. They are significant at 1 percent level of significance. The beta coefficient is positive for accessibility, convenience, privacy, design, reliability, responsiveness or speed of delivery and awareness when regressed with customer adoption. Convenience is significant at 5 percent level of significance. From the study, it can be concluded that accessibility has positive relationship with customer satisfaction and adoption.
Internet banking ,consumer adoption and customer satisfaction of Nepalese commercial banks [printed text] / Renu Pandey, Author . - 2018 . - 110p. ; GRP/Thesis + 9/B.
Languages : English
Descriptors: Internet banking Class number: 332.102 Abstract: Banks are one of the most important institutions for the development of the financial sector, economy and the country as a whole. Internet banking is defined as an internet portal, through which customers can use different kinds of banking services ranging from bill payment to making investments. Banking can be done literally from anywhere if one has a computer and net connectivity. Internet banking helps consumers in conducting fast and convenient financial transaction activities. Banks have used electronic channels to do banking operations with both domestic and international customers. Currently, banks are mostly using electronic channels to receive instructions and deliver their products and services to their customers. The increased availability of electronic banking modes in the banking industry has changed the way banks service their customers and improved customer satisfaction. There are varieties of different channels that provide easy mode to the customers as well as in decision making of their funds while sitting at home as it is just a click away (Saxena and Agrawal, 2016).Internet banking has significantly influenced on people’s life. Quality of service is important in the banking sector. Therefore, the sector has moved from a product centric to a customer centric position. Customer’s satisfaction is also of great interest to practitioners because of its important effect on customer retention. Obviously, it is evident that internet banking saves time of the customers and also provides convenience and accessibility (Moinuddin, 2013).
The major objective of the study is to determine the impact of internet banking service on customer satisfaction and adoption in Nepalese commercial bank. The specific objectives of the study are to examine the relationship of accessibility, convenience, privacy, design, reliability, responsiveness or speed of delivery and awareness on customer satisfaction and adoption, to examine the effect of accessibility, convenience, privacy, design, reliability, responsiveness or speed of delivery and awareness on customer satisfaction and adoption, to examine the role of accessibility, convenience, privacy, design, reliability, responsiveness or speed of delivery and awareness in customer satisfaction and adoption of Nepalese commercial banks, to find out the most important internet banking service quality factors affecting customer satisfaction and adoption of Nepalese commercial banks.
In order to achieve the objectives, primary data collection was performed by providing questionnaire to 200customers of 21 commercial banks. The questionnaire was ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables on internet banking service,customer satisfaction and adoption were measured in 5-point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose.
The result confirmed that accessibility, reliability, convenience, design, privacy, responsiveness and awareness are major factors affecting customer satisfaction and adoption of Nepalese commercial banks. Likewise, accessibility, reliability, convenience, design, privacy, responsiveness and awareness are ranked as the most important dimension of internet banking service affecting customer satisfaction and adoption of Nepalese commercial banks.The study revealed that accessibility, reliability, convenience, design, privacy, responsiveness and awareness have positive relationship with customer satisfaction and adoption indicating that higher the level ofaccessibility, reliability, convenience, design, privacy, responsiveness and awareness, higher would be the customer satisfaction and adoption.
Using correlation analysis, the study reveals thatthere is positive correlation between accessibility, convenience, reliability and customer satisfaction and adoption. There is positive correlation between privacy, responsiveness and customer satisfaction and adoption. There is positive correlation between design and customer satisfaction and adoption.There is positive correlation between awareness and customer satisfaction and adoption.
The regression analysis reveals that the beta coefficient is positive for accessibility, convenience, reliability and responsiveness or speed of delivery when regressed with customer satisfaction and adoption. It means that more the internet banking services are accessible, convenient, reliable and responsive higher would be customer satisfaction and adoption. The beta coefficient is positive for design when regressed with customer satisfaction and adoption. It means that better the design higher would be customer satisfaction and adoption.The beta coefficient is positive for privacy when regressed with customer satisfaction and adoption. It means that more the internet banking services are secured higher would be the customer satisfaction. The beta coefficient is positive for awareness when regressed with customer satisfaction and adoption. It means that higher the level of awareness about internet banking services higher would be customer satisfaction and adoption. The beta coefficient is positive for accessibility, convenience, privacy, design, reliability, responsiveness or speed of delivery and awareness when regressed with customer satisfaction. They are significant at 1 percent level of significance. The beta coefficient is positive for accessibility, convenience, privacy, design, reliability, responsiveness or speed of delivery and awareness when regressed with customer adoption. Convenience is significant at 5 percent level of significance. From the study, it can be concluded that accessibility has positive relationship with customer satisfaction and adoption.
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Barcode Call number Media type Location Section Status 315/D 332.102 PAN Thesis/Dissertation Uniglobe Library Social Sciences Available
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